Customer Solutions Manager

Praxair • Fresno, CA

14h • Onsite

About The Position

Linde Gas & Equipment Inc. is seeking a Customer Service Manager to join our team! Customer Service Manager will be responsible for performing and monitoring day-to-day Customer Excellence Center activities and processes in a customer service environment with the objective of creating an outstanding customer experience. The Customer Service Manager requires hands on engagement with Supervisors, team members, external and internal customers, and daily activities with an eye for process adherence and improvement within the department and organization. Linde is a leading global industrial gases and engineering company with 2025 sales of $34 billion. We live our mission of making our world more productive every day by providing high-quality solutions, technologies and services which are making our customers more successful and helping to sustain, decarbonize and protect our planet. Linde Gas & Equipment Inc. (LG&E) is part of the largest Welding, Industrial, Medical, and Specialty Gases companies in the U.S. We carry a comprehensive selection of industrial gases, such as oxygen, nitrogen, argon, and carbon dioxide, etc. LG&E has an extensive network of production plants, retail stores, distribution centers, and customer service locations with a focus on making our world more productive every day by providing high-quality solutions, technologies and services which are making our customers more successful by helping to sustain and protect our planet.

Requirements

• High School Diploma required
• Minimum of 2 – 4 years of customer service or in store sales experience required
• 1-3 years of supervisory experience required
• Excellent verbal and written communications skills
• Expertise in computer systems and computers applications

Nice To Haves

• Bachelor's Degree preferred
• Knowledge of specialty gas, industrial gas, medical gas and welding related products preferred

Responsibilities

• Responsible for client support in specific geographic region
• Supporting the CEC in reaching productivity and service level goals for the department through monitoring of various daily reports and department planning including the monitoring of orders, monitoring cut and reschedules processed by CEC, etc.
• Performance Management of Call Center Supervisor and Call Center Representatives; coaching, development, and discipline
• Supervise, train and coach Call Center Supervisor and Call Center Representatives (up to 40 Linde employees)
• Perform progress evaluations for direct reports including monthly KPI reports, quarterly KPI reports and annual PMP.
• Process improvement – Uses Six Sigma, Lean & process mapping skills to improve processes and productivity
• Demonstrates interpersonal, project management, written and verbal communication skills
• Prepares management reports as required
• Ability to analyze data and develop strategic improvement plans based on trend patterns
• Develop relationships with key sales, customer support, distributor, and region management personnel to achieve specific goals and service level standards
• Utilizes excellent and professional communication skills to ensure that all internal and external customer needs are met.
• Interfaces professionally and in a timely manner with inter-company departments and regions, responding to the needs of internal customers.
• Other duties as assigned

Benefits

• Competitive compensation
• Comprehensive benefits plan (medical, dental, vision and more)
• 401(k) retirement savings plan
• Paid time off (vacation, holidays, PTO)
• Employee discount programs
• Career growth opportunities

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED