Description

This position is responsible for leading the Customer Service Team in representing our products to customers; managing customer orders, contracts, and relationships; coordinating team-selling strategies with our outside sales team; and contributing to continuous improvement in our Customer Satisfaction process. The role is located in Fresno, CA, is currently classified as salaried exempt with killer benefits, and reports to the Director of Operations. 

RESPONSIBILITIES

· Build and maintain a high performing team that is focused on maintaining the exceptional customer experience standards for which Netafim is known

· Communicate job expectations to employees; monitors, coaches and appraises employee performance in such a way as to maximize performance and maintain low department turnover

· Lead the day-to-day activities, providing clear direction and fostering a team environment

· Work closely with Customer Service & Technical Support Representatives and Team Leads to identify and resolve internal and external customer issues quickly and within established guidelines

· Develop processes that ensure the department is partnering with Sales to support sales goals and create growth, and communicate opportunities

· Document best practices and standard work for the department, confirming processes are adopted and being utilized, and transactions are performed accurately

· Recommend changes to established guidelines and procedures to improve operating efficiency of the department and improve service to customers

· Ensure orders, customer contacts and customer complaints are being managed effectively

· Lead the Customer Service team to grow and develop both personally and professionally by promoting and providing opportunities for self-development and empowerment

· Build and maintain positive and productive relationships with the team and with personnel in all functional areas

· Advocate for and influence process improvements needed with other functional areas to improve the Customer Experience with Netafim

· Create training standards and training plans; maintain the training matrix 

· Develop metrics to support customer experience goals, analyze data, and drive actions for continuous improvement, utilizing Lean tools. 

· Ensure effective maintenance and support for digital tools that are essential to daily duties performed by the team

· Partner with the IT team to identify and develop new tools that will either improve the customer experience and / or create efficiencies within the department

· Work with Sales and Finance to ensure the integrity and accuracy of pricing and promotions in a repeatable and sustainable fashion

· Develop and maintain budgets and yearly development plans to support the growth of the department

· Analyze and distribute the workload to create balance and efficiencies

· Create long lasting relationships with Dealers so that their needs, concerns and suggestions can be represented, analyzed and implemented to improve the order to ship processes

· Participate in new product introduction reviews

· Execute company policies in partnership with the Leadership Team and Sales as they relate to the order to ship activities

· Escalate and participate in creating solutions related to any company performance issues that have the potential to adversely impact customer satisfaction 

· Communicate the vision of the company in a way that makes it tangible and executable for the department

· Maintain open lines of communication with team members on a regular basis to foster a positive working environment, address concerns early and ensure the team is working effectively

· Protect the company’s assets and profitability through ensuring that data is provided to the department to allow appropriate business decisions to be made to meet critical needs

· Lead positive conflict resolution efforts with customers, other functional teams or within the team, as needed

Requirements

COMPETENCIES

· A sense of urgency in ensuring customer needs are being met in a timely manner

· Able to motivate, coach, and develop employees – creating a team environment and reinforcing the company’s culture within each member of the Customer Service team

· Service aptitude/disposition

· Communication and relationship skills that foster long-term customer satisfaction

· Strong computer skills

· Capable of accurate data entry and able to effectively use Microsoft Office products 

· Demonstrated ability to multi-task, requiring solid time management and organizational abilities in a fast-paced environment with excellent attention to detail

· Problem solving skills with analytical and technical aptitude

· Ability to engage in occasional travel to visit customers and attend trade shows

DESIRED EXPERIENCE & TRAITS:

· 4-year college degree desirable. Previous customer service and/or industry related experience also desirable

· Minimum 7 years managerial experience 

· Working knowledge of SAP, Sales Force, Monday.com, Vonage are strengths

· The ability to adapt and work toward continuous improvement

· Strong communication and people skills 

· Able to effectively contribute to a team, and team-selling environment 

· Able to deliver results toward specific goals 

· Demonstrating a consistent positive attitude and customer focus 

· Fluent in English; Bilingual Spanish speaking is a plus

PHYSICAL DEMAND

While performing the responsibilities of the job, the employee is required to sit and/or stand for extended periods at a desk working on a computer. The employee is required to talk and hear. Vision abilities required by this job include close vision.