Customer Service Manager

Your role

As the Customer Service Manager you will be an important part of the Supply Chain Team and lead a dedicated team of 4 Customer Service Representatives. You will continuously improve processes and implement solutions. You will seek to enhance customer satisfaction, loyalty, trust, and contribute to the overall success of our organization. You will report to our Supply Chain Manager and work a Hybrid schedule (4 days in office and 1 day from home). You will be based at our South Charlotte facility.

Leadership

• You will set a clear vision for the customer service team that aligns with the company’s overall mission and goals.
• You will communicate to inspire and guide the team.
• You will foster a positive and inclusive work environment that encourages teamwork and collaboration.
• You will maintain open lines of communication with the team.
• You will provide clear, constructive feedback to help team members grow and improve.
  
  

Customer Interaction

• You will manage complex customer inquiries and complaints, ensuring prompt and satisfactory resolution in accordance with Atlas Copco standards.
• You will develop and implement strategies to improve the overall customer experience.
• You will analyze customer service metrics and feedback to identify areas for improvements.
  
  

Collaboration

• You will collaborate with other departments (e.g., planning, purchasing, transportation) to align customer service with overall business objectives.
• You will ensure effective internal communication to keep the team informed and motivated.
  
  

Training

• You will conduct assessments to identify training needs within the team.
• You will implement effective onboarding process for new hires.
• You will promote versatility and flexibility within the team.
  
  

To succeed, you will need

Experience

• Minimum of 2 years’ experience in customer service, supply chain, inventory management, purchasing, or logistics.
• Demonstrated record in resolving complex issues and complaints.
• Experience in conducting training sessions and team meetings.
• Proficiency in using business intelligence solutions, i.e., Power BI
  
  

Education

• Bachelor’s degree in business, supply chain, or related field (or equivalent work experience)
  
  

Skills

• Ability to motivate, and develop high-performing customer service team.
• Strong ability to resolve complex customer issues effectively.
• Capability to analyze data and make data driven decisions.
• Experience resolving issues and requests by phone, email, and chat and Experience handling support requests from a variety of different channels.
• Highly customer oriented (both internal and external) with a proactive approach.
• Convey information clearly and effectively to customers, team members, and stakeholders.
• Skills in developing and executing customer service strategies.
  
  

In return, we offer

• Excellent paid time off (4 weeks!)
• Paid Holidays
• Health insurance/ Dental insurance/ Vision insurance (Insurance begins the first of the month after you start)
• Life & Disability insurance paid for by Atlas Copco
• Generous 401 (k) retirement plan
• You will experience an onboarding program, including guidance by a personal buddy.
• Our learning culture supports you on your journey: benefit from our individual learning opportunities (LinkedInLearning e.g.), our feedback culture, and the internal job portal.
• Salary based on knowledge, skills, and experience. Additional technical training provided for the most qualified candidate.
  

Atlas Copco is an Equal Opportunity Employer and does not discriminate in hiring or employment against any individual on the basis of race, religion, color, creed, gender, gender identity or expression, national origin, ancestry, age, marital status, citizenship, physical or mental disability, veteran status, sexual orientation, or status within any other group that is protected by anti-discrimination laws.

Accessibility Notice: If you need reasonable accommodation for any part of the employment process due to a physical or mental disability, please send an email to: acnacareers.hr@atlascopco.com or call (973)397-3400. Reasonable accommodation requests will be considered on a case-by-case basis.

Job location

Option 2: Hybrid

This role offers a hybrid working arrangement, allowing you to split your time between working remotely and being on-site at our North American Service Center in Charlotte, North Carolina.

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