Customer Service Manager

$81K - $103K ($70K - $90K base + 15%)
Posted on 12/01/17 by Sarah Gelarden
5 - 7 years experience
Building Materials
$81K - $103K
($70K - $90K base + 15%)
Posted on 12/01/17 Sarah Gelarden

Position Summary

 

This Customer Service Manager is responsible for overseeing the Customer Service functions conducted by a site-specific team of employees representing multiple brands and channels.

The manager will provide higher level leadership to a team consisting of 8 to 12 direct reports to drive continuous improvement in service levels resulting in an optimal customer experience.

 

Accountabilities

  • Provide direct supervision for Customer Service Supervisors; effectively coach, mentor and develop.
  • Track team metrics and goals to ensure department delivers high quality service to the customer base of MasterBrand Cabinets, Inc. (MBCI).
  • Analyze critical business trends to develop recommendations and implement plans that improve service delivery and business goal attainment.
  • Provide business process expertise in modeling/mapping business processes; conducts as-is/to-be business process analysis; is instrumental in business process re-engineering and influence change management
  • Collaborate with IT and other functional leaders to prepare for and implement a new ERP for DA
  • Develop and implement process improvements to enhance the customer experience.
  • Maintain and advance relationships with Marketing, Logistics, Manufacturing, Sales and Support Functions.
  • Anticipate and plan strategically for future business needs and improvements while maintaining ongoing daily operations.
  • Monitor workload and ensure appropriate staffing/resources are available.
  • Assist with escalated calls/customer issues as needed.
  • Contribute to and/or lead project teams related to product launches, system enhancements, etc.
  • Effectively manage the Customer Service budget.
  • Drive strategic change within the Customer Service organization
  • Consistently demonstrate the Six for Success: Be Trustworthy, Commit to your Team, Listen to Understand, Serve your Customer, Prepare and Plan, and Drive Results
  • All other duties as may be assigned at management's discretion

Attributes & Characteristics

  • Ability to lead and influence others in a team environment
  • Ability to coach and counsel reports
  • Strong communication skills – verbal, written and presentation
  • Analytical and strategic planning skills; problem-solving skills
  • Strong judgment and decision-making skills
  • Ability to manage multiple projects and drive execution of strategic plans
  • Proven project management skills
  • Attention to detail and process mapping skills
  • Flexible; ability to adapt style/approach based on situational dynamics
  • Motivated to succeed, results driven
  • Ability to travel ~10% - to MBCI Corporate office, Mexico plants, and Home Depot store visits required for special assignments.

Experience & Education

  • Bachelor’s-level degree in Business or a related field is preferred.
  • 5-8+ years of experience in Customer Service in a supervisory/management position is preferred

Organizational Structure

  • The Customer Service Manager reports directly to the Director of Customer Service in Jasper, IN
  • This position reports through the Operations Department

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