Customer Service Manager

SUMMARY

The Customer Service Manager is responsible for leading the customer service (CS) function for Bobrick in North America. This position will drive effective and efficient customer problem solving by leveraging a digital self-service approach backed by a trained and responsive CS team. Reporting to the Director of Customer Service as the corporate-based CS Manager, you will be responsible for strategically driving programs and operations processes/policies that support the growth and performance of the team, while providing high-value treatment to our customer base. You will identify and implement process improvements across the team and make CS policy recommendations that align with the strategic direction of the company and/or provide better service to our customers. As the corporate CS Manager, you will lead a distributed team with a combination of direct and indirect reporting.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Provide direction, coaching, and support to CS management and Customer Service Representatives (CSRs) to solve our customers’ problems, build trust/relations, and provide a value-add to Sales function and the entire business.
• Take ownership of CSRs tactical questions, productivity, and team opportunities through leadership and teamwork. Monitor call and service quality to ensure team service level is consistent with the mission and brand promise.
• Set high performance standards and work across the business to establish key performance indicators. Monitor performance against those standards and work with the CS department and other functions to adjust and improve as necessary.
• Perform quantitative data analysis to make financial and operational decisions regarding customer facing opportunities domestically for Bobrick brands. Improve customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes.
• Recruit, coach, mentor, and develop CSRs and nature an environment where they can excel through encouragement and empowerment.
• Periodically maintain customer service requirements through feedback with customers; visiting internal and external operational environments; conducting surveys; forming focus groups; benchmarking best practices; analyzing information and applications.
• Maximize customer operational performance by providing resources and technical advice; resolving problems; disseminating advisories, warnings, and new techniques; detecting and diagnosing problems.
• Update job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.
• Ensures Customer Service job modules are accurate, current, and consistently used and followed during employee training.
• Plans and directs employee training and development to ensure the best systems, methods and product information are available to all personnel by utilizing and continuously working with HR to update the module program.
• Analyzes and organizes office operations and procedures, including Customer Service, Order Processing, and other administrative functions like deductions, credits and pending returns. Evaluates office flow, revises procedures, or devises new methods to improve efficiency of workflow based on priorities.
• Represents Customer Service in various meetings, charter teams, and task forces by acting as advocate for Customers and Distributors to ensure their needs are communicated internally through effective cross functional communication and collaboration (i.e. a keenly be aware of impact on and improvement of the customer experience).
• Foster collaboration amongst Customer Service, production and shipping departments, as well as other divisions, factory representatives, distributors and end users to effectively resolve issues.
• Participate in the development, communication & administration of Customer Service policy & procedure guidelines for all Bobrick Customer Service within North America.
• Co-ordinate and manage customer service projects and initiatives, including Distributor Satisfaction Index and quarterly business reviews. Leads or participates in system development/enhancement projects to continually improve our customer experience via technology and systems.
• Directly supervises 10-15 employees in the Customer Service department. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems; develops employees to raise standards of performance.

QUALIFICATIONS

• Bachelor’s degree (BA) from four-year college or university
• Require a minimum of three years of progressive supervisory experience or the equivalent. Three to five years of B2B customer service supervisory experience (preferred)
• Strong client facing communication skills
• Advanced troubleshooting and multitasking skills
• Ability to think strategically and develop a solution oriented approach
• Strong problem-solving abilities, with a focus on providing exceptional customer service.
• Able to work in a diverse, fast-paced environment with previous analytical experience (i.e. proficient in Excel and able to structure / analyze dashboards).
• Experience in the Manufacturing industry is a plus.

Bobrick Washroom Equipment, Inc