Customer Support Manager I

Woodward L'Orange•Fort Collins, CO

10d

About The Position

The Customer Service Support Manager 1 plays a key role in delivering outstanding customer support by promptly and professionally addressing inquiries across multiple communication channels. This position involves leading and supporting a team to ensure efficient resolution of customer issues, while also maintaining and updating support documentation to assist both customers and team members. Additionally, the manager monitors and analyzes performance metrics to evaluate team effectiveness and identify opportunities for improvement. This position requires use of information which is subject to the International Traffic in Arms Regulations (ITAR) and/or the Export Administration Regulations (EAR). All applicants must be U.S. Persons within the meaning of the ITAR and EAR, or eligible to obtain all required authorizations from the U.S. Department of State and/or the U.S. Department of Commerce. The ITAR defines a U.S. Person as a U.S. citizen or national, lawful permanent resident (i.e., 'Green Card holder'), or a protected person (e.g., asylee, or refugee). Woodward is an equal opportunity employer and does not discriminate in hiring or employment on the basis of race, color, religion, sex (including sexual orientation and gender identity), national origin, age, disability, protected veteran status, or any other category protected under federal, state, or local laws.

Requirements

Effectively conveys information to customers and team members to ensure clear understanding and resolution of issues.
Utilizes established procedures to address and resolve standard customer inquiries and challenges.
Proficient in using customer support software and tools to manage interactions.
Efficiently prioritizes and manages time to handle multiple customer requests and meet response deadlines.
Works collaboratively with team members to achieve support objectives and maintain high service standards.
Manages and resolves customer complaints and conflicts in a professional and constructive manner.
Analyzes customer feedback and support metrics to identify trends and inform service improvements.
Takes responsibility for individual contributions and strives to meet personal and team goals.
Demonstrates a strong commitment to providing excellent customer service and enhancing customer satisfaction.
Maintains structured records and documentation for customer interactions to ensure efficient service delivery.
Must be a U.S. Person within the meaning of ITAR and EAR, or eligible to obtain all required authorizations from the U.S. Department of State and/or the U.S. Department of Commerce.

Responsibilities

Handles customer questions and issues through various communication channels promptly and professionally.
Guides and supports team members to ensure effective and efficient resolution of customer problems.
Develops and updates knowledge base articles and support materials for both customers and team members.
Tracks and analyzes key performance indicators to assess team performance and identify improvement opportunities.
Adheres to and enforces standardized support processes to ensure consistent and high quality customer service.

Benefits

Annual cash bonus opportunity
401(k) match (4.5%)
Annual Woodward stock contribution (5%)
Tuition reimbursement and Training/Professional Development opportunities
12 paid holidays, including floating holidays
Industry leading medical, dental, and vision Insurance upon date of hire
Vacation / Sick Time / Vacation Buy-up / Short Term Disability / Bereavement leave
Paid parental leave
Adoption Assistance
Employee Assistance Program, including mental health benefits
Member Life & AD&D / Long Term Disability / Member Optional Life
Member referral bonus
Spouse / Child Optional Life / Optional AD&D / Healthcare and Dependent Care Flexible Spending
Voluntary benefits, including: Home / Auto Insurance discounts
Whole Life Insurance / Critical Illness Insurance / Legal Assistance / Military Leave