Job Description:This role leads and develops a high-performing customer service team by driving the performance management, coaching, and development of Supervisors, Customer Service Specialists, and/or Account Specialists and sets and executes the strategic direction aligned with company goals, fostering a culture of continuous improvement. It also champions process optimization and innovation to elevate customer experience standards and builds team capability through coaching, development, and a commitment to operational excellence, consistently modeling and promoting Ellsworth's core values.
Responsibilities- Manages team performance to ensure Service Level Agreements are being met (quotes, orders, return merchandise authorization (RMAs), expedites, order status request) through a robust Visual Daily Management process
- Models and reinforces Continuous Improvement practices to enhance quality, streamline processes, and strengthen the customer experience
- Creates and drives action plans to mitigate customer experience gaps and implements proactive plans that reduce recurrence and strengthen service quality
- Builds strong relationships with internal teams (Sales, Purchasing, Operations, and Finance) and external customers to understand roadblocks and proactively drives continuous improvement initiatives forward
- Serves as a subject matter expert(SME) across multiple topics and enhances the team capability through the creation and delivery of training materials, initiatives and topics
- Implements and drives strategic initiatives that impact customer satisfaction through the Strategic Deployment process
- Leads the team in close collaboration with Business Unit Manufacturing to ensure customer requirements are met, developing accurate quoting cost estimates, and supporting key manufacturing activities such as item card set up, engineering change notices (ECNs), and bill of materials (BOMs)/Routings
PERKS & BENEFITSAs an industry leader, we offer a competitive wage, bonus plan, and a comprehensive benefit package which includes Health, Prescription, Dental, Vision, Life, Disability, Flexible Spending, 401(k), Employee Assistance, Paid Time Off and Holidays, Wellness Program, Social Events, Community Involvement and much more! Click Here for a summary of Employee Benefits
Qualifications- 7+ years of Customer Service, Account Management/Customer Success experience with 5 years of Leadership Management experience
- Bachelor's degree in Business, Sales, Marketing, or other related area preferred
- Experience with business tools such as SharePoint, MS Teams, Windows Operating Systems, intermediate Excel Skills preferred (VLOOKUP, pivot tables and reporting tools), and experience with ERP and CRM platforms such as Microsoft Dynamics, preferred
- Past history of building a strong team. Experience with Project Management and awareness of Continuous Improvement methodologies
- Demonstrated experience in developing team members
- Prior experience in chemical adhesives and/or shelf-life products and demonstrated technical aptitude preferred
- Superior attention to detail, as well as polished communication/interpersonal skills, and strong organizational skills
- Consistently demonstrates approachability with team members and is team oriented
- Leads by example in demonstrating Ellsworth Core Values
- Able to drive team engagement/motivate a team and maintain a positive attitude in a highly dynamic team and fast-paced environment with continuous challenges
- Excellent track record of taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm
- Strong relationship building skills with both internal and external customers
- Proven track record of support sales in driving customer loyalty to increase revenue
- Strong customer first mentality
- Strong ability to influence non direct reports to remove obstacles and drive to solutions
- Strong sense of cradle-to-grave ownership on customer experience obstacles
- Limited travel - up to 15%
#SCD #CustomerService #Leadership #Manager
