Essential Duties and Responsibilities:Process Improvement & Systems Management- Develop, document and maintain department procedures, work instructions and service standard.
- Identify process gaps and lead continuous improvement initiatives that increase efficiency, consistency and service quality.
- Leverage CRM and business systems to improve team effectiveness, customer engagement, reporting and operational visibility.
- Establish and maintain performance metrics and reporting tools to support data-driven decision-making.
- Collaborate with other departments to streamline workflows and improve information flow throughout the organization.
Leadership & Team Development- Lead, coach, develop and evaluate Customer Service personnel to ensure high levels of performance and accountability.
- Establish individual and departmental goals that align with company objectives.
- Create and maintain employee onboarding, training, cross-training and development programs.
- Conduct regular performance reviews, coaching sessions and career development discussions.
- Foster collaboration, engagement and knowledge sharing within the Customer Service team.
Customer Experience & Service Excellence- Maintain a high level of customer satisfaction through timely and effective issue resolution.
- Monitor and improve department KPIs, including response times, queue management, customer satisfaction and first-contact resolution.
- Resolve customer escalation and issues beyond representative capabilities.
- Actively participate in customer business reviews, scorecard reviews and customer engagement initiatives.
- Develop and implement customer feedback programs to identify improvement opportunities and improve the customer experience.
- Follow ISO and all other applicable procedures and company policies.
- Perform other duties as required / needed.
Technical Support & Product Knowledge- Ensure Customer Service personnel possess the product knowledge and troubleshooting skills required to effectively support customers.
- Partner with Engineering and Quality departments to improve technical knowledge, troubleshooting capabilities and issue resolution processes.
- Drive initiatives that improve first-call resolution and reduce unnecessary escalations.
Quality & Compliance- Participate in internal and external audits as required.
- Maintain compliance with ISO requirements and company policies.
- Assist in developing and monitoring corrective actions related to customer complaints and warranty issues.
- Support continuous improvement efforts withing the organization's quality management system.
Administrative Responsibilities- Review and approve employee timecards and schedules.
- Manage departmental staffing requirements and workload distribution.
- Review and respond to customer debit memos and claims.
- Perform other duties and assigned.
Qualifications / Requirements:- Excellent customer care and focus; ability to assess customer needs and provide answers, paths, troubleshooting help, or methods for a positive customer experience.
- Strong cross-functional collaboration and relationship building skills.
- Strong leadership and team development skills.
- Experience working with CRM platforms such as Salesforce.
- High school degree or equivalent; bachelor's degree in business administration, business or related field preferred.
- Ability to analyze operational and customer data and translate findings into actionable improvements.
- Excellent verbal and written communication skills.
- Knowledge of quality systems, audit processes and continuous improvement methodologies.
- Proficient in Microsoft Office.
- Must have a strong sense of urgency regarding customer needs.
- Self-motivated and self-directed.
Pay range is $90k to $102K DOE
