Customer Service Manager- National

ASC Engineered Solutions•Romeoville, IL

11h•Onsite

About The Position

The Customer Service Manager is responsible for hiring, coaching, and leading a diverse and inclusive team in a fast-paced, rapidly changing environment. This role will lead the National Accounts Team within Customer Service, based in Romeoville, IL. This individual serves as coach, mentor, and leader to help individuals grow in their career while setting expectations on performance-based feedback and transparency. The Customer Service Manager is a key contact for our internal stakeholders and external customers. As a department leader, he/she upholds quality service standards while modeling adherence to standard operating procedures and helping to drive the strategies developed to enhance customer experience. Through effective leadership, this role will promote a culture that is consistent with the ASC organization while creating a team of highly engaged customer advocates to deliver a best-in-class customer experience.

Requirements

Prior experience managing a support team in a fast-paced, high intensity, customer-focused environment.
Demonstrated in-depth knowledge of ASC’s customer base, products, and procedures or 3-5 prior experience managing a team of direct reports in customer service/sales support.
Ability to remain calm and professional under pressure while modeling such to their team members.
Excellent leadership and interpersonal skills.
Strong organization skills and ability to multi-task/prioritize based on urgency.
Strong written and verbal communication skills with ability to communicate across multiple levels within an organization.
Demonstrated ability to analyze complex situations and effectively problem-solve.
Proven capacity to discern when confidentiality must be observed.
Demonstrated ability to work through an organization with key business partners to hit key metrics and drive process improvements.

Responsibilities

Hiring new team members, partnering with HR on recruiting, resume review, interviews, and offer decision discussions.
Ensuring timely onboarding of new hires and providing consistent, on-going learning/development initiatives for all team members to enhance performance and growth opportunities.
Interacting with team members daily to motivate and coach for peak performance, providing feedback, guidance, and developing corrective action plans when needed.
Directing and monitoring workload balance among team members and effectively delegating to ensure customer experience goals and SLAs are consistently met.
Setting, managing, and monitoring employee/team goals and objectives with clear communication on expectations for productivity, quality, and continuous improvement.
Monitoring reports, KPIs, and dashboards while analyzing data to assess resource allocation, maximize efficiency, and ensure high customer satisfaction. Reviewing with team and individuals on a regular basis.
Contributing to the development and roll-out of customer service/sales support standard operating procedures and evaluating effectiveness.
Recommending process improvements to drive efficiency and improved customer experience.
Supporting team members in resolving escalated issues and complaints to ensure prompt resolution time and consistent quality.
Providing back-up support to team members and assisting with tasks when needed to ensure SLAs are met.
Supporting onboarding and training of new team members on customer-facing activities as it relates to ASC and the Customer Service department.
Providing support on cross-functional initiatives as an internal liaison for the Customer Service team with ASC stakeholders including sales, marketing, finance, and operations.
Performing other duties as assigned.