Customer Service Mgr

Hansen Technologies Corporation•Burr Ridge, IL

14h

About The Position

This position has responsibility for management of both H&H inside sales teams, currently based out of San Diego CA, Commerce GA and Burr Ridge IL. The role involves planning, organizing, and directing the activities and team to provide high-quality customer support. This includes hiring, training, supervising, and developing talent to continuously improve department capabilities and performance. The manager will also focus on improving customer service quality by studying, evaluating, and re-designing processes, establishing and communicating metrics, monitoring and analyzing results, and implementing changes. They will work with customers and staff to effectively handle complaints and concerns. The role requires determining customer service requirements by maintaining contact with customers, visiting operational environments, conducting surveys, benchmarking best practices, and analyzing information and applications. Additionally, the manager will help develop sales strategy in conjunction with outside sales leaders to continuously improve visibility and market share, and engage in dialogue with customers to develop long-term partnerships that positively affect support outcomes and ensure future bookings. Establishing, implementing, and maintaining technical and administrative procedures for responsive after-sales services is also key. The position ensures the company follows Export Compliance Regulations and involves selecting and working with Freight Forwarders for International shipments. Collaboration with the product manager is essential to ensure technical support and applications engineers can address all new product and product changes for the market.

Requirements

Team Building: Develop talent & make changes as required to meet business goals.
Leads/Drives Change: Leads teams through organizational and work process changes, identifying and overcoming obstacles in a timely manner. Champions new methods, systems, and processes to improve performance.
People Development: Provides support, coaching, training, and career direction to others.
Results Focus: Accomplishes goals, completes tasks, and achieves results. Ensures follow-through to achieve desired results. Readily takes necessary initiative to persevere through unforeseen adversity in order to produce results on or ahead of expectations.
Detail Focused: Performs work with care, accuracy, and attention to detail.

Responsibilities

Management of both H&H inside sales teams, currently based out of San Diego CA, Commerce GA and Burr Ridge IL.
Plan, organize, and direct the activities and team to provide high-quality customer support.
Hire, train, supervise and develop talent to continuously improve department capabilities & performance.
Improves customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating metrics; monitoring and analyzing results; implementing changes.
Work with customers and staff to effectively handle complaints and concerns.
Determines customer service requirements by maintaining contact with customers; visiting operational environments; conducting surveys; benchmarking best practices; analyzing information and applications.
Help develop sales strategy in conjunction with outside sales leaders to continuously improve visibility & share position in the market.
Engage in dialog with customers to develop long-term partnerships to positively affect support outcomes, as well as ensure future bookings opportunities.
Establishes, implements, and maintains technical and administrative procedures to provide responsive after-sales services to customers.
Ensure company is following Export Compliance Regulations.
Select and work with Freight Forwarders for International shipments.
Work closely with the product manager to ensure technical support & applications engineers have ability to address all new product & product changes for the market.