Customer Service Manager
The Customer Service Manager is responsible for the processes and systems related to the servicing of customers and support of sales staff and the rest of the supply chain team. This position would be responsible for the delivery of administrative and operational assistance, through supervisors, designed to promote revenue growth, productivity, above average service metrics and exceptional levels of customer satisfaction. They will be responsible for providing team members with the appropriate training and tools to direct and motivate their success.
Essential Functions- Develop and implement solutions to customer issues and monitor key process improvement measures and performance metrics for continuous improvement
- Collaborate with other department managers and supervisors and prioritize collective efforts towards resolving critical customer issues
- Guide, coach, and help develop skills and knowledge of Customer Service Team Supervisors, CSRs and provides direction regarding team member focus on tasks and projects through day-to-day coaching
- Develop and manage relationships with customers and Sales Team Members including responding to emails and phone calls and participating in customer visits
- Responsible for maintaining minimum service metric standard for overall customer base and top 60 specifically.
- Participate in development and execution of strategic planning for new customers, new items, new packaging, new facilities or other organizational changes as they relate to Customer Service
- Improve customer service quality results by:
- Studying, evaluating, and re-designing processes
- Establishing and communicating service metrics
- Monitoring and analyzing results
- Implementing changes as needed
- Make effective independent decisions representing day-to-day issues that do not require team discussion, input, or agreement
- Continually update job and industry knowledge by participating in educational opportunities, reading professional publications, maintaining personal networks, and participating in professional organizations
- List if any travel is required using percentage of time:
- 0-5% - on average travels only a few times a year
- Please note this job description is not designed to contain a comprehensive list of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without prior notice.
Qualifications:- Minimum Qualifications:
- 6 Years - Experience in Field or similar manufacturing environment
- 6 Years - Experience in Position
- 6 Years - Experience managing people/projects
*experience may include a combination of work experience and education- Preferred Qualifications:
- 10+ Years- Experience in Field or similar manufacturing environment
- 10+ Years - Experience working in Position
- 10+ Years - Experience managing people/projects
*experience may include a combination of work experience and educationCompetenciesThis position embodies the values of Niagara's LIFE competency model, focusing on the following key drivers of success:
- Lead Like an Owner
- Manages a safe working environment, accurately documents safety related training, and effectively communicates safety incidents
- Provides strategic input and oversight to departmental projects
- Makes data driven decisions and develops sustainable solutions
- Skilled in reducing costs and managing timelines while prioritizing long run impact over short term wins
- Makes decisions by putting overall company success first before department/individual success
- Leads/facilitates discussions to get positive outcomes for the customer
- Makes strategic decisions which prioritize the needs of the customer over departmental/individual goals
- InnovACT
- Continuously evaluates existing programs and processes, and develops new initiatives to increase efficiency and reduce waste
- Creates, monitors, and responds to departmental performance metrics to drive continuous improvement
- Communicates a clear vision, organizes resources effectively, and adjusts the strategy as needed when managing change
- Find a Way
- Demonstrates ability to think analytically and synthesize complex information
- Effectively delegates technical tasks to subordinates
- Works effectively with departments, vendors, and customers to achieve organizational success
- Identifies opportunities for collaboration in strategic ways
- Empowered to be Great
- Makes hiring decisions primarily based on culture fit and attitude, and secondarily based on technical expertise
- Engages in long term talent planning
- Provides opportunities for the development of all direct reports
- Understands, identifies, and addresses conflict within own team and between teams
Competencies- Intermediate knowledge of and experience with Microsoft Word, Excel, Access, and Outlook.
- Strong business acumen
- Proven leadership qualities
- Strong problem solving/ analysis abilities
- Knowledge of Process Management
- Ability to identify, suggest and implement process improvements
- Outstanding Customer/Client Focus
- Strong Technical Capacity
- Strong verbal and written communication skills
- Speaks clearly and persuasively in positive or negative situations; demonstrates presentation skills.
- Writes clearly and informatively; presents numerical data effectively; able to read and interpret written information.
- Strong relationship building skills internally and externally
- Detail oriented and accurate
- Teamwork Orientation - collaborates well in a group and contributes in reaching shared goals
- Contributes to building a positive team spirit; able to build morale and group commitments to goals and objectives
- Inspires and motivates others to perform well; influences actions and opinions of others
- Displays passion and optimism.
- Solution driven - Identifies and problem solves through high volume work load with urgency
- Ability to prioritize multiple tasks effectively
- Time management - uses time efficiently; plans for additional resources; sets goals and objectives; organizes or schedules other people and their tasks
- Able to delegate effectively
- Change Management - communicates changes effectively; builds commitment and overcomes resistance.
- Ability to manage multiple sources of information and make independent and timely decisions
Education- Minimum Required:
- Associate's Degree in (Business Administration, Economics) or other related field
- Preferred:
- Bachelor's Degree in (Business Administration, Economics) or other related field
Certification/License: - Required: N/A
- Preferred: N/A
Foreign Language - Required: NA
- Preferred: Elementary Proficiency, Spanish
Typical Compensation RangePay Rate Type: Salary
$123,641.54 - $176,189.21 / Yearly
Bonus Target: 10% Annual
BenefitsOur Total Rewards package is thoughtfully designed to support both you and your family:
Regular full-time team members are offered a comprehensive benefits package, while part-time, intern, and seasonal team members are offered a limited benefits package.
- Paid Time Off for holidays, sick time, and vacation time
- Paid parental and caregiver leaves
- Medical, including virtual care options
- Dental
- Vision
- 401(k) with company match
- Health Savings Account with company match
- Flexible Spending Accounts
- Expanded mental wellbeing benefits including free counseling sessions for all team members and household family members
- Family Building Benefits including enhanced fertility benefits for IVF and fertility preservation plus adoption, surrogacy, and Doula reimbursements
- Income protection including Life and AD&D, short and long-term disability, critical illness and an accident plan
- Special discount programs including pet plans, pre-paid legal services, identity theft, car rental, airport parking, etc.
- Tuition reimbursement, college savings plan and scholarship opportunities
- And more!
https://careers.niagarawater.com/us/en/benefits
