Customer Service Manager

Filtration Group Corp • Cedar Rapids, IA

3d

About The Position

The Global Filter Customer Service Manager will report to the General Manager & VP-Operations and will be based in Cedar Rapids, Iowa. The Customer Service Manager will oversee and improve all aspects of the customer journey, ensuring satisfaction and loyalty throughout the customer lifecycle. They play a pivotal role in Global Filter’s success by implementing customer-centric strategies, initiatives, improving processes, and developing brand reputation through exceptional customer interactions. The Customer Service Manager will have a strong understanding of the Global Filter product portfolio, sales process, customer lifecycle, virtually building relationships in general, and post-purchase technical support. The ideal candidate will be a self-motivated quick learner with a strong bias for action. The candidate will possess a customer-centric mindset, leadership skills, sound communication skills, analytical skills, the technical knowledge to adapt to customers’ needs through problem solving and be comfortable presenting and utilizing several video and/or phone conferencing tools. The person must be able to lead a customer service team by fostering a collaborative team environment to ensure a culture of success is maintained.

Requirements

• Excellent verbal and written communication skills for responding to questions from both internal and external customers
• Exceptional interpersonal skills are critical with the ability to successfully lead customer service and product management teams
• Proficient at persuading and influencing others while demonstrating a confident and positive attitude
• Must possess strong problem-solving skills to lead resolution efforts focused on creating an exceptional customer experience
• Partner effectively with the outside sales team to drive territory coverage and maintain positive distributor relationships
• Ability to work independently as a self-starter, take initiative to provide solutions in the absence of perfect data
• Must be able to adapt and work effectively with a variety of customers and changing situations
• Possess excellent organizational skills with very effective attention to detail
• Robust time management skills are essential
• Skilled at working within deadlines and prioritizing multiple projects with minimal supervision to meet changing business needs
• Demonstrated organizational, problem-solving, and analytical skills
• Must be able to maintain confidentiality
• Must be committed to expanding product knowledge and utilizing all available resources while striving for continuous improvement, both professionally and for business success
• Proven track record of effectively leading a customer service team
• Possess a high level of emotional intelligence, ensuring an exceptional customer and employee experience
• Proficiency in use of Microsoft Office; specifically, Outlook, PowerPoint, and Word
• Particularly strong Microsoft Excel skills
• Working knowledge of teleconference tools
• Bachelor’s Degree in Business Management, Business Administration, Customer Service, or a related field is required; or in absence of degree, four (5) years of experience leading customer service in a manufacturing environment is required
• 5 years of customer service or technical support leadership experience is preferred
• Proficiency in Microsoft Office products required
• Proven track record of successfully managing large, long-term projects
• Ability to identify, hire, develop, and motivate individuals to grow team capabilities
• Willingness to work side-by-side with all levels of the team, including on the production floor

Nice To Haves

• Proficiency with ERP systems, such as Business Central, is preferred
• Exceptional attitude!!
• Driven to succeed – creative, self-starter
• Trusting & supportive leader with ability to help the Global Filter team succeed
• Excellent problem-solving skills & entrepreneurial mindset
• Must be a strong team-player with the ability to work autonomously
• Strong Bias for Action!!
• Excellent interpersonal, written and verbal communication skills as well as ability to utilize appropriate e-mail and telephone etiquette
• Strong time-management skills and the ability to organize and prioritize

Responsibilities

• Lead a team of customer service representatives to ensure excellent customer service and support is provided to customers
• Manage customer escalations, resolving customer inquiries in a timely and efficient manner
• Assist as needed with call volume, chats, emails, and order entry
• Develop and implement effective customer management strategies aligned with Global Filter’s goals & objectives
• Establish and maintain customer loyalty by designing and executing initiatives designed to enhance the overall customer experience
• Utilize various tools & technologies to monitor customer interactions, gather insights, and identify areas for improvement
• Train and educate team members on customer-centric approaches and effective procedures to ensure a culture of success is maintained for Global Filter
• Influences team members to develop effective problem solving, strategic thinking, and customer-centric mindsets
• Collaborate with customers, customer service, product management, sales, and marketing teams to ensure that customer needs are met while facilitating an exceptional customer experience
• Evaluate key performance indicators (KPIs) relating to customer satisfaction, retention, and loyalty
• Partners effectively with Sales team to drive territory coverage and exploit sales opportunities
• Ensures that order pricing is based on contract agreements, price lists, and/or quotations
• Discuss quote specifications with Sales team and resolve discrepancies as needed
• Coordinates details of orders through the production process to ensure completion of orders and delivery commitments
• Must be able to organize and maintain accurate electronic records within ERP system, along with quote and order processing within ERP system and Microsoft Office products
• Prepares documentation and coordinates new client information, purchase order, return goods memos, credit and rebills with internal stakeholders
• Consistently available to customers; ensures work responsibilities are covered when not available
• Create and implement training and customer service programs through our continuous education program, Global University
• Identify and lead efforts to implement or improve existing technologies, processes and procedures to improve customer service and retention
• Other duties and responsibilities as assigned

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees