Customer Support Manager

Woodward L'Orange•Rockford, IL

11d•Onsite

About The Position

Woodward is committed to creating a great workplace for all team members. Our company and its members are committed to acting with integrity, being respectful and accountable to one another, and staying humble and driven, while maintaining the highest professional and ethical standards. We are steadfastly committed to attracting the best talent across our communities creating a rewarding workplace. Together we are fulfilling our purpose to design and deliver energy control solutions our partners count on to power a clean future. Woodward supports our members’ wellbeing and regularly benchmarks with other companies in our industry to offer an extensive Total Reward package for this position. Salary will be determined by the applicant's education, experience, knowledge, skills, and abilities, as well as internal equity and alignment with market data. LEVEL I: Estimated annual base pay: $61,000(minimum) - $79,000(midpoint) - $98,000(maximum) LEVEL II: Estimated annual base pay: $69,000(minimum) - $90,000(midpoint) - $110,000(maximum) All levels are eligible for the following benefits: All members included in annual cash bonus opportunity. 401(k) match (4.5%) Annual Woodward stock contribution (5%) Tuition reimbursement and Training/Professional Development opportunities for all members 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

Requirements

Communication: Effectively conveys information to customers and team members to ensure clear understanding and resolution of issues.
Problem-Solving: Utilizes established procedures to address and resolve standard customer inquiries and challenges.
Technical Proficiency: Proficient in using customer support software and tools to manage interactions.
Time Management: Efficiently prioritizes and manages time to handle multiple customer requests and meet response deadlines.
Team Collaboration: Works collaboratively with team members to achieve support objectives and maintain high service standards.
Conflict Resolution: Manages and resolves customer complaints and conflicts in a professional and constructive manner.
Data Analysis: Analyzes customer feedback and support metrics to identify trends and inform service improvements.
Accountability: Takes responsibility for individual contributions and strives to meet personal and team goals.
Customer Service Orientation: Demonstrates a strong commitment to providing excellent customer service and enhancing customer satisfaction.
Organizational Skills: Maintains structured records and documentation for customer interactions to ensure efficient service delivery.
Customer Relationship Management: Expert in managing and enhancing customer interactions to ensure satisfaction and loyalty.
Effective Communication: Proficient in conveying complex information clearly and effectively to team members and customers.
Problem Solving: Skilled in identifying issues, analyzing solutions, and implementing effective resolutions in straightforward scenarios.
Leadership: Ability to provide informal guidance and mentorship to new team members, fostering a collaborative environment.
Process Improvement: Experienced in evaluating and optimizing customer support processes to enhance efficiency and quality.
Data Analysis: Competent in analyzing support metrics and data to inform decision making and strategic planning.
Technical Expertise: Strong understanding of customer support technologies and platforms to effectively manage team operations.
Conflict Resolution: Adept at managing and resolving customer and team conflicts to maintain a positive support environment.
Time Management: Effective in prioritizing tasks and managing time to meet support objectives and team goals.
Policy Compliance: Knowledgeable in company guidelines and policies, ensuring all support activities adhere to established standards.
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).

Nice To Haves

Manufacturing experience preferred

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.
Manages daily activities of the customer support team to ensure prompt and effective resolution of customer inquiries.
Evaluates team metrics and individual performance, providing feedback and coaching to enhance service quality.
Analyzes existing support procedures and introduces enhancements to increase efficiency and customer satisfaction.
Addresses complex customer problems by applying technical expertise and company policies to achieve satisfactory outcomes.
Creates and reviews detailed reports on support metrics to identify trends and informs strategic decision making.

Benefits

Annual cash bonus opportunity
401(k) match (4.5%)
Annual Woodward stock contribution (5%)
Tuition reimbursement
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
Home / Auto Insurance discounts
Whole Life Insurance / Critical Illness Insurance / Legal Assistance / Military Leave