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Customer Service Manager, North America in Lincoln, NE at Continental

Date Posted: 10/22/2018

Job Snapshot

  • Employee Type:
  • Location:
    Lincoln, NE
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:

Job Description

Position Summary:

Responsible for North America Customer Service operations covering US, Canada and Mexico. Manage team consisting of Customer Service Team Leaders (CTLs) and Customer Service Representatives (CSRs) by setting strategies and goals for department to improve Customer Satisfaction while ensuring to company goals and objectives. Interact with customer base in order to understand needs, develop practices to meet needs and resolve issues affecting customer satisfaction and utilizes technology to communicate customer impacting concerns to appropriate process owners in order to achieve resolution.

Position Responsibilities:

• Develop reports to measure, monitor, and identify opportunities for improvement in customer service and business support processes. Responsibilities include distribution and communication of customer service performance metrics and collaboration with management regarding solutions to issues identified from reports.
• Identify, understand, and correct areas where performance deficiencies exist through coaching and training materials geared toward correcting noted deficiencies.
• Work with Customer Service Team Leaders (CTLs) and Customer Service Representatives (CSRs) to identify and resolve training insufficiencies. Responsibilities include identifying training needs, ensuring the development of training materials, and facilitating training within the Customer Service group.
• Work with appropriate business leaders to develop and enforce policies and ensure that they are understood and practiced by the customer service team.
• Identify process improvement opportunities and lead projects designed to implement the targeted improvements.
• Perform high level transactions including releasing credits, intercompany returns, and invoice activity.
• Work closely with team on monthly close activities including deliveries that are shipped but not billed and ensuring that all deliveries are pulled.
• Provide performance feedback and coaching to direct reports and indirect reports. Continually analyze staff performance and conduct mid­year and end of year performance reviews. Identify staff goals and action plans to build individual development plans for the upcoming year.
• Work in conjunction with global customer service teams as well as all pertinent business functions to collectively work to solve customer service issues using relevant data as support.
• Understands the customer service technology infrastructure in order to ensure best practices are used to optimize customer service processes and customer satisfaction.
• Understand and possess knowledge about various business unit products, how they are manufactured, and the product applications.
• Understand plant structure and processes for the expedient resolution of customer issues.
• Establish and maintain a positive relationship with plant and shipping personnel as well as departmental contacts across the enterprise.
• Effectively communicate within Customer Service department keeping the team up to speed on marketing programs, site improvements and enhancements
• Coach, train and mentor staff to develop the organization.
• Act as change agent in customer service and sales processes.
• Recruit and hire customer service representatives as needed
• Develop and maintain training materials

Position Requirements:

Bachelor’s degree in Business Administration or related field.
5+ years of experience in managing a high performing team.
Proven business acumen with the ability to lead and affect change.
Strong organizational, and time management skills.
Knowledge of the sales, shipping/logistics and manufacturing processes.
Excellent inter­personal and communications skills with the ability to facilitate and resolve conflicts
Proficient in Excel, PowerPoint and MS Office Suite.
SAP and SalesForce experience is highly preferred.
Experience with production scheduling and production environment is preferred


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