**Customer Service Manager**

Job Title Customer Service Manager Job # US14322 Requisition Type Regular Function Sales State/Province California City Lake Forest Region US Posting Start Date Mar-04-2021 **Division Information**

The Hardware and Home Improvement (HHI) business of Spectrum Brands is a major manufacturer and supplier of residential locksets, residential builders' hardware, faucets, and commercial locksets and doors, with a portfolio of renowned brands, including Kwikset, Weiser, Baldwin, National Hardware, Stanley, FANAL, Pfister, EZSET, and Tell. HHI is a leader in its key markets with #1 positions in U.S. residential locksets (Kwikset), Canada residential locksets (Weiser), U.S. luxury locksets (Baldwin), and U.S. builders' hardware (Stanley-National Hardware), #2 in Mexico residential hardware (Fanal), #3 in U.S. retail plumbing (Pfister), and #1 in U.S. retail commercial locksets. Headquartered in Orange County, California, HHI has a global sales force and operates manufacturing and distribution facilities in the U.S., Canada, Mexico and Asia.

**Job Summary**

The Customer Service Manager is responsible for our internal call center daily operations which includes approximately 25 employees and manages our 3rd party contact center relationship for industry leading brands Kwikset, Weiser and Pfister. The Manager will monitor and measure service KPIs and leverage results to develop standards, improvements or changes to processes while ensuring that department goals are met within approved budgets.

**Primary Duties & Responsibilities**

**(65%) Call Center Management**

* Continuously monitors Call Center S/L, metrics and quality measurements for Kwikset & Weiser Mechanical and Stand Alone Electronic Locks and manages resources to ensure all department goals are achieved.

* Leads customer service human resource objectives by recruiting, scheduling, coaching, and delivering corrective action when necessary to achieve department goals.

* Direct management responsibility for CS Trainer and establishes/defines performance and development needs/training, works with team to improve performance and monitors performance post training to ensure department goals are met.

* Defines and communicates job expectations of Supervisor and oversees Supervisors management and development of the team; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.

* Achieves customer service objectives by contributing customer service information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; resolving problems; completing audits; identifying service trends; determining system improvements and implementing change.

* Improves customer service quality results by evaluating and re-designing processes; establishes and communicates service metrics; monitors and analyzes results; implements changes.

* Prepares call center performance reports by collecting, analyzing, and summarizing data and trends.

**(20%) Account Management**

* Plays the major advisory role managing the service partner account. Manages outsourced service partner process and procedure compliance through reports, KPI metrics, contract obligations, operational meetings and corresponding with service partner contacts and counterpart account managers.

* Duties include partner training support (includes processes, systems and product) and business forecasting. Hosts business reviews and onsite visits with service partner. Financial responsibility for invoice/PO management and Consumer Service AOP targets.

* Responsible for understanding the service partners organization, business and structure thoroughly while engaging in day to day operations. Establishes and promotes goodwill with the service partner and the HHI organization.

**(15%) Project Management**

* Develop and measure daily performance metrics and business measurements through a variety of scorecards and ad-hock reports. Duties include detailed data mining and deep dive analysis of department and consumer product performance trends. Create and design reports to assist in gap analysis and to evaluate business needs and requirements.

* Works with Cost Improvement and Supply Chain analysts to achieve business cost of warranty targets, minimize backorders and prepare for NPI launches. Support cross functional initiatives, such as Quality and Engineering by analyzing Consumer Service data and act as subject matter expert relating to specific team performance and data.

* Maintains professional and technical knowledge by tracking emerging trends in call center operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices.

**Education and Experience Profile**

* A bachelor's degree in business or 5 years of equivalent experience in a Call Center/Customer Service leadership position and management of Call Center staff.

**Required Skills**

* 5 years experience in call center or service operations required

* Proven experience as call center manager or similar position

* Experience in customer service is required

* Knowledge of performance evaluation and customer service metrics

* Solid understanding of reporting and budgeting procedures

* Experience in basic financial analysis (cost-effectiveness, cost-benefit etc.)

* Proficient in MS Office and call center equipment/software programs (SAP, ERP, CRM or SalesForce applications preferred)

* Outstanding communication and interpersonal skills

* Excellent organizational and leadership skills with a problem-solving ability

* Minimal travel required (including international)

**Work Environment**

Must be able to work effectively with others and have good interpersonal skills. Must be a highly organized individual with the ability to multitask and work well under pressure to meet daily goals. Must be able to work independently and take direction from leadership team. Must be willing to accept responsibility and to show good judgment at all times. Must be willing adhere to the principles of teamwork and collaboration to comply with a high performing team environment.

The above information on this description has been designed to indicate the general nature and level of work performed by employees within this job/classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

Spectrum Brands is an Equal Employment Opportunity/Affirmative Action employer.

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