Customer Service Outbound Repairs Manager (Onsite)
About The Position
The Customer Service Outbound Repairs Manager leads a team of Customer Service Representatives and may serve as a customer-facing representative of the organization. The role has full accountability for the workforce and oversees operations for one or more business segments or product groups within the Service Center. The manager supervises staff responsible for customer-order and activity tracking, service notifications and scheduling, data analytics and forecasting, and reporting trends to support quality improvements. The team also maintains data and reports to minimize risk, performs general customer-service duties, supports the sales team with customer concerns, communicates product status and delivery information to customers, and documents customer-service needs to identify patterns and maintain quality.
Requirements
- University degree or equivalent experience.
- At least 2 years of prior relevant experience with specialized knowledge of technical or operational practices.
- Experience with MRO or similar-industry repair administration management.
- Experience with direct or indirect leadership in a previous role.
Nice To Haves
- Subject-matter expertise in repair administration management.
- SAP experience.
Responsibilities
- Lead a team of Customer Service Representatives and maintain full accountability for the workforce.
- Oversee operations for one or more business segments or product groups within the Service Center.
- Supervise staff tracking data related to customer orders and activities.
- Oversee creation and maintenance of service notifications and scheduling.
- Oversee data analytics and forecasting in support of business development or product management.
- Ensure data trends are shared with customer service representatives and other divisions to support quality improvement.
- Maintain data and reports to minimize risk.
- Oversee duties related to overall customer service.
- Provide support to the sales team regarding customer concerns.
- Serve as a customer interface for product status and delivery.
- Ensure customer-service needs are documented to identify patterns and maintain quality.
Benefits
- Medical insurance
- Dental insurance
- Vision insurance
- Three weeks of vacation for newly hired employees
- 401(k) plan with employer matching and a separate employer retirement contribution
- Tuition reimbursement
- Student Loan Repayment Program
- Life insurance
- Disability coverage
- Optional pet insurance
- Optional home and auto insurance
- Optional additional life and accident insurance
- Optional critical illness insurance
- Group legal coverage
- ID theft protection
- Birth, adoption, and parental leave benefits
- Fertility and family-planning benefits
- Adoption assistance
- Autism benefit
- Employee Assistance Plan, including up to 10 free counseling sessions
- Wellness rewards program
- Virtual doctor visits
- Child and elder care services
- Second-opinion medical service
- Flexible spending accounts
- Flexible work schedules
- Paid time off and holidays
- Annual short-term and/or long-term incentive compensation may be available, subject to eligibility and program terms.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
