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Senior Customer Service Manager

Goodwill TalentBridge • Wheeling, IL

Posted 25 days ago

Job Snapshot

Full-Time
Travel - Negligible
Experience - At least 7 year(s)
Degree - 4 Year Degree
$80,000.00 - $120,000.00 /Year
Other Great Industries
Management, Customer Service
Relocation - No
75+

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Job Description

Goodwill TalentBridge Niles has an IMMEDIATE opening for a Customer Service Manager for our premier client located in Wheeling, IL. This client is a global manufacturer of precision dispensing and mixing equipment for the architectural paint and coatings industry

This is a salaried, direct –hire position with bonus potential. Full benefits available immediately upon hire.

Compensation range for this role is from $80-100K annually depending on experience.

Responsibilities

  • Responsibility for the leadership of Technical and Non-Technical Phone Support including Technical Service Representatives, Program Manager, Customer Service/Dispatch Representatives, Process Manager and Account Specialists to drive customer care to the next level
  • Define strategies for organizational design, technologies needed, production standards, etc. to drive a best-in-class service and sales support team
  • Identify and solve process issues to remove hidden factors and improve data integrity
  • Create and implement performance management dashboards\scorecards for employees to understand their business impact and drive results
  • Partner with the Service Operations , Quality and Sales to understand customer needs, both internal and external, to understand staffing needs and business priorities
  • Work directly with Engineering Leadership to create a proactive partnership for handling process or product changes and communication and deployment of such improvements
  • Create and drive an escalation and priority management process to effectively address customer issues to ensure customer retention and satisfaction
  • Stay current on new technologies and tools to enhance overall productivity in a customer support environment
  • Update and facilitate training programs for internal teams and external technical partners
  • Communicate effectively across the broader commercial organization on customer feedback and business issues. Be a key member of the commercial leadership team.
  • Develop reports and report analytics to better understand business and team performance
  • Manage staffing levels, capacity planning and budget accountability for Customer Care operations.

Job Requirements

Requirements:

  • High school diploma or equivalent required
  • BS in Business or related field strongly preferred
  • 7-10 years of progressive experience in a service or support business managing technical service and/or sales professionals
  • Management experience with 15+ direct reports
  • Proven track record of driving continuous improvement and process standardization in a transactional environment.
  • Customer quality assurance experience.
Job ID: Customer Service Manager
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