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Customer Service Manager
ITC Inc Hudsonville, MI
$86k-111k (estimate)
Full Time | Wholesale 3 Weeks Ago
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ITC Inc is Hiring a Customer Service Manager Near Hudsonville, MI

WORK FOR A 6-YEAR WEST MICHIGAN'S BEST AND BRIGHTEST COMPANIES TO WORK FOR® WINNER!

Are we a match?

From day one, employees are made to feel valued as part of the ITC team. With respect for diverse perspectives, experiences, and talent, we’re proud to both develop from within and welcome newcomers, creating a dynamic group of individuals who expand our viewpoints. We encourage growth and value input from every team member. Entrepreneurial spirit thrives here, bringing innovations and unmatched energy to all we do. Together, we’re greater than the sum of our parts.

Is this you?

  • Would you embrace the opportunity to be a customer champion, advocating for customer-centric policies and collaborating cross-functionally to ensure the voice of the customer is heard?
  • Do you thrive on developing and empowering high-performing teams?
  • Can you leverage your expertise to interpret customer data, metrics, and KPIs for optimizing processes and delivering unparalleled service levels?
  • Do you have experience using the tools available within customer service technologies (Syteline is a plus!) and an interest in exploring AI systems to streamline operations?
  • Are you able to work onsite at our Hudsonville, Michigan location a minimum of three days per week after your introductory period? The first six months will be fully onsite. This is a requirement.

You’re still looking at the posting…great! Let’s dive into some perks that ITC provides (they’re pretty great if we do say so ourselves!) and then explore the nitty gritty.

DISCOVER A CAREER YOU LOVE

Benefits

We offer generous paid time off, holidays, competitive health insurance, dental insurance, life insurance, a 100% vested 401k with match, short term disability, education reimbursement, performance incentive program, LinkedIn Learning, the Calm app, employer sponsored community involvement opportunities, company events, ITC Well-Being program, employee assistance program, birth/adoption leave, ITC pontoon and RV rental, and voluntary benefit programs including vision, long term disability, and additional life insurance.

Looking to learn, grow and advance in your career? At ITC, each employee gets 12 hours annually of paid job enhancement training completed during the work day.

Flexibility

We understand family commitments may lead to work interruptions. At ITC, you’ll have the flexibility to take care of important family matters. Plus, we offer hybrid work opportunities for our office team, making it easy to find the work-life balance you’re looking for.

Amazing Culture

Our team loves working hard and having fun! With frequent small events and company wide gatherings, we understand the importance of relaxation and team building. We’re big on respect, and we ensure a workplace free of any discrimination or exclusion.

ITC also teaches and uses the 5 Languages of Appreciation so we can recognize people the way that works best for them. We often hear it’s our culture that keeps people here. It’s kind of a big deal!

ABOUT THE JOB

SUMMARY

As the Customer Care Manager, you will be responsible for leading and managing our customer care department to ensure the highest levels of customer satisfaction. You will play a crucial role in continuous improvement, development, and implementation of customer service strategies, policies, and procedures to enhance the overall customer experience.

*This hybrid position works onsite in our Hudsonville location a minimum of at least three days per week. The first six months will be fully onsite.

CORE DUTIES

  • Lead and manage the customer care team, while motivating the customer care team to achieve performance goals.
  • Foster a customer-centric culture within the department and the company as a whole.
  • Advocate for policies, procedures and practices that enhance the customers’ experience.
  • Help to identify and implement continuous improvement initiatives to enhance customer satisfaction. Streamline processes and improve efficiency of the customer care team.
  • Oversee day-to-day operations of the customer care department, ensuring efficient and effective service delivery.
  • Participate in the development and drive execution of OKRs (objectives and key results) to measure and improve customer service performance.
  • Establish and maintain strong relationships with key customers’ purchasing representatives.
  • Act as a point of escalation for complex customer issues and ensure timely resolution.
  • Collaborate with other departments, such as sales, marketing, and engineering to address customer needs and improve overall customer experience.
  • Stay abreast of best practices to enhance the customer care function.
  • Other specific tasks and duties as assigned.

The salary range for this position is $70,000 - $85,000.

ABOUT ITC

ITC is a rapidly growing, family-owned business with a friendly, energized, and team-oriented work environment. By focusing on talented people, advanced manufacturing, and superior engineering, ITC has become a leader across our industries, creating thousands of products for customers who demand impeccable performance.

With a broad range of customers spanning the marine, RV, automotive, architectural, specialty vehicle, and workplace furniture industries, we’re experts in:

  • RBG(W) lighting and control
  • DC Power & Charging Solutions
  • Vehicle Components & Accessories
  • Global Manufacturing & Distribution
  • Design & Engineering

Entrepreneurial spirit thrives here, bringing innovations and unmatched energy to all we do. From design, to production, to product performance, our solutions are shaped by our specialized experience and unique team.

ITC is committed to providing employment opportunities to all qualified applicants without regard to race, color, creed, genetic information, religion, national origin, gender, sexual orientation, gender identity and expression, age, disability, or veteran status. All employment decisions are based only on valid job requirements.

Job Summary

JOB TYPE

Full Time

INDUSTRY

Wholesale

SALARY

$86k-111k (estimate)

POST DATE

05/23/2024

EXPIRATION DATE

06/02/2024

WEBSITE

itc-us.com

HEADQUARTERS

ELKHART, IN

SIZE

25 - 50

FOUNDED

1982

CEO

TONY FRAZIER

REVENUE

$10M - $50M

INDUSTRY

Wholesale

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About ITC Inc

ITC Incorporated, headquartered in Hudsonville, Michigan, was founded by Richard Camarota in 1982 as a global resource to local West Michigan businesses. The vision of the business was to provide products manufactured in a value-oriented structure without sacrificing quality and timing expectations. This vision led to the co-development of operations in West Michigan and China. ITC has grown over the past 36+ years to be a world class supplier of LED lighting and electric technology products to customers in a wide variety of industries, domestically and internationally. ITC has produced 55+ pa...tented products that meet customer needs and exceed industry expectations on quality, timely deliveries and customer service. The core values of ITC revolve around developing customer relationships through listening and building trust, then delivering quality products to solve needs. More
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The job skills required for Customer Service Manager include Customer Service, Initiative, Commitment, Customer Care, KPI, etc. Having related job skills and expertise will give you an advantage when applying to be a Customer Service Manager. That makes you unique and can impact how much salary you can get paid. Below are job openings related to skills required by Customer Service Manager. Select any job title you are interested in and start to search job requirements.

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The following is the career advancement route for Customer Service Manager positions, which can be used as a reference in future career path planning. As a Customer Service Manager, it can be promoted into senior positions as a Customer Service Senior Manager that are expected to handle more key tasks, people in this role will get a higher salary paid than an ordinary Customer Service Manager. You can explore the career advancement for a Customer Service Manager below and select your interested title to get hiring information.

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If you are interested in becoming a Customer Service Manager, you need to understand the job requirements and the detailed related responsibilities. Of course, a good educational background and an applicable major will also help in job hunting. Below are some tips on how to become a Customer Service Manager for your reference.

Step 1: Understand the job description and responsibilities of an Accountant.

Quotes from people on Customer Service Manager job description and responsibilities

As a Customer Service Manager, your most important role is leading and motivating a team of staff to ensure they’re giving the best customer service possible.

02/02/2022: San Antonio, TX

They develop and implement standards effective in sustaining the relationship between an organization and its clients.

02/12/2022: Monterey, CA

Support the customer service team in resolving escalated issues or complaints and ensuring prompt turnaround for all service requests with consistent quality.

01/27/2022: Muskegon, MI

Customer service managers oversee teams of customer service representatives.

04/16/2022: Clarksville, TN

Determine operational strategies by conducting needs assessments, performance reviews, capacity planning, productivity, quality, and customer-service standards.

02/10/2022: Youngstown, OH

Step 2: Knowing the best tips for becoming an Accountant can help you explore the needs of the position and prepare for the job-related knowledge well ahead of time.

Career tips from people on Customer Service Manager jobs

They need to know how to attain key metrics such as service levels and use tools such as workforce management to manage productivity.

02/11/2022: Austin, TX

Customer service managers generally need a bachelor’s degree.

04/15/2022: Manchester, NH

Although certifications are not essential for this position, many customer service managers pursue optional credentials.

03/15/2022: Huntsville, AL

They should know how to set customer service goals, use CRM tools and build teams.

03/13/2022: Kennewick, WA

Customer service managers with good listening skills can easily pay attention to the customer to understand what they are actually saying.

04/16/2022: Detroit, MI

Step 3: View the best colleges and universities for Customer Service Manager.

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