Customer Relations Manager

The Customer Relations Manager is responsible for leading, supervising, and developing Pitsco’s customer experience teams, driving in-sale and post-sale customer experience across a variety of mediums and touchpoints. This position supports the development, implementation, and preservation of Pitsco’s pillar of industry-leading customer service and the experiences a customer receives during their journey with Pitsco. This position translates business strategy into direction, creates processes and resources to enable efficient business scaling, identifies and establishes new responsibilities within the Order Support, Product Support, and Customer Success teams’ functions, as well as customer touchpoints that bring value to the organization that results in customer retention meaningful customer relationships and additional purchases. This is achieved by leading, supervising, and training a team of customer service and product support representatives, both on campus and in the field. These tasks are accomplished by performing the following duties.

ESSENTIAL DUTIES AND RESPONSIBILITIES (other duties may be assigned):

• Partnering with the management team to align the company’s objectives with Customer Relations department expectations and procedures

• Driving the overall frontline customer relations strategy, including staffing, tools, and processes to ensure best-in-class customer satisfaction across all support channels (e.g., phone, chat, web)

• Creating monthly and quarterly reports analyzing the performance of the customer relations team

• Defining, analyzing, and reporting on customer experience KPIs, and translating insights into operational improvements and workforce planning decisions

• Collaborating with Pitsco departmental leadership to align company objectives with departmental strategy, procedures, and customer experience/touchpoints (in-sale and post-sale)

• Developing and implementing procedures pertinent to the effective and efficient operations of the Customer Relations department

• Managing workload and resources to ensure a high-performance, efficient, and motivated team of customer relations professionals

• Nurturing, developing, and advocating for team members to ensure their success

• Monitoring programs and procedures to ensure customer satisfaction

• Utilizing existing and emerging technology to lead customer experience systems’ improvements, including evaluation, implementation, and optimization of support tools and workflows to support scalable growth

• Resolving conflict and overseeing escalated customer issues to ensure effective resolution for all parties

• Assisting Customer Relations team members, Learning Specialists, and Sales representatives in troubleshooting implementations that require special handling

• Providing feedback to the Executive Leadership team regarding customer success and concerns

• Implementing continuous business process review to ensure core functions are documented, waste is reduced, and standards are in place

• Maintaining in-depth working knowledge of company products, solutions, systems, and processes

• Utilizing technical knowledge of company products, solutions, and systems to effectively interact with and assist customers and Pitsco Development team

• Assisting with installations planning team (members of Sales Support, Customer Success, Operations, and Manufacturing) to successfully coordinate the time-sensitive nature of the installation process

• Providing feedback to the Development and Operations teams to ensure all customers have accurate and timely information on order status and/or changes

• Leading the direction, maintenance, and best practices for Pitsco customer data

• Establishing and maintaining customer data governance standards, ensuring consistency and integrity across CRM, ERP, and support platforms

• Supervising the Product Support, Order Support, and Customer Success teams 

QUALIFICATIONS/REQUIREMENTS:

• Bachelor’s degree preferred

• Customer service, sales, or marketing experience

• People management experience preferred

• Strong interpersonal, conflict resolution, and negotiating skills

• Excellent organizational skills

• Excellent analytic and planning skills

• Strong written and verbal communication skills

• Strong team building and leadership skills

• Ability to travel domestically 

• Ability to lift and carry up to 50 pounds in an office/field environment

• Ability to be physically mobile with reasonable accommodation, including walking, balancing, kneeling, crouching, reaching, standing, and stooping