Senior Manager - Customer Service

POSITION SUMMARY

The Senior Manager – Customer Services plans, manages and coordinates the customer service department and representatives; interacts with clients to ensure high quality customer service and facilities-related issues are resolved on a timely basis. Manages the day-to-day activities of the Customer Service Department while monitoring phone, e-mail and web logs to confirm customers’ requests are being appropriately addressed. Handles customer escalations, provides feedback to customer service representatives for quality improvement, and represents the department to internal and external groups. Develops and implements procedures and sets objective and measurable performance standards to meet service goals and drives continuous improvement. 

JOB RESPONSIBILITIES

• Collaborates with leadership, engineering, operations and customers
• Manages technical support call center operations
• Works collaboratively with Electrical, Software, and PLC engineers 
• Works with Warehouse Controls Systems
• Works with appropriate departments (Sales, Distribution, etc.) to provide world-class service to our customers
• Prepares call center performance reporting reports for management and clients
• Prepares and negotiates support agreements
• Oversees ordering of spare parts for job sites to support engineers working on-site
• Develops employee schedules and tracks attendance and breaks
• Checks call log files for accuracy and completeness
• Represents Customer Service Department on conference calls and individual calls/emails with clients or vendors
• Participates in internal management meetings and other interdepartmental operations meetings
• May travel to customer and client sites

QUALIFICATIONS / REQUIREMENTS

• Bachelor’s Degree in Business or related field
• Advanced degree (MBA, Master’s) preferred
• Material Handling experience preferred
• 8+ years progressive customer relations experience; or equivalent combination of education and experience
• 5 years in a leadership role (direct or indirect)
• Prior managerial/supervisory experience
• Occasional travel either locally, nationally, and/or internationally may be required
• High degree of proficiency MS Office Suite, Outlook & Internet applications
• Strong analytical, prioritizing, interpersonal, problem-solving, presentation, budgeting, project management (from conception to completion), & planning skills 
• Strong verbal and written communication skills (including analysis, interpretation, & reasoning)
• Solid understanding and application of mathematical concepts
• Ability to develop and maintain collaborative relationships with peers and colleagues across the organization, as well as, internal and external clients.
• Ability to work well autonomously and within a team in a fast-paced and deadline-oriented environment.
• Ability to work with and influence peers and senior management
• Self-motivated with critical attention to detail, deadlines and reporting

#LI-ES

PHYSICAL ASPECTS / WORK ENVIRONMENT

• Regularly required to stand; walk; sit; and talk, hear and see
• Occasionally lift and/or move up to 10 pounds.

 * Reasonable accommodations may be made to enable individuals to perform the essential functions.