Manager, Commercial Customer Service

Vitamix•Olmsted Township, OH

12h•Hybrid

About The Position

Vitamix is unquestionably the premium brand of high-performance “blenders,” and known for its top-notch company culture and climate. It is an important component of what makes Vitamix unique and successful, and the reason why Vitamix is recognized as a Top Workplace, NorthCoast99 Winner, and Smart Culture Award recipient. Throughout its 100+ year history, Vitamix has encouraged and promoted healthy lifestyles for both its customers and employees. Employees enjoy multiple wellness programs and perks, a free Vitamix machine, and an onsite fitness center. Vitamix also offers a flexible work environment, great work culture, healthy living initiatives like fitness reimbursements, and opportunities for advancement. For consumers, Vitamix can be found domestically in places like William Sonoma, Sur la Table, Crate & Barrel, Target, Amazon, and at Vitamix.com, and is in over 130 countries around the world. Ultimately, Vitamix is the Global-leader in high-performance blending solutions for home and commercial use, is preferred by chefs and is found in many of top restaurants around the world. It is relied upon by culinary schools in the U.S. and has been used to train thousands of students and master chefs worldwide. If it is not a Vitamix, it’s just a blender. Vitamix is seeking a Manager for the Commercial Customer Service team who will lead and manage the order entry, customer service and technical service teams. They are responsible for transforming commercial support operations into an organization that serves as a competitive advantage for our business, driving customer satisfaction, performance, and operational efficiencies. The Manager is responsible for all commercial customer service activities ensuring all customers receive the correct response to inquiries and complete resolution to product and/or service problems.

Requirements

5 years’ experience in customer service
Bachelor’s degree in Business or related field
Experience with MS Office
Experience using ERP software, Oracle preferred
Problem Solving - Skilled at quickly diagnosing issues, identifying root causes, and developing and implementing effective solutions.
Communication - Ability to clearly articulate reasoning, explain decisions, and effectively convey complex ideas to different audiences.
Relationship Building - Ability to establish, maintain, and cultivate positive relationships with individuals, teams, and external stakeholders to foster a collaborative environment
Flexibility - Ability to adjust quickly to changing priorities, new information, and diverse situations, while remaining focused on achieving goals.
Process Improvement - Demonstrated ability to analyze workflows, identify inefficiencies, and implement process improvements to enhance efficiency and reduce costs.
Team Motivation/Engagement - Effectively addresses morale challenges and utilizes a variety of approaches to energize and engage team members.
Recognition/Positive Work Environment - Consistently recognizes and acknowledges achievements, creating a supportive and motivating team environment.
Conflict Resolution/Management - Effectively manages and resolves conflicts, fostering positive working relationships by actively listening, communicating clearly and finding acceptable solutions.
Ability to sit up to 8 hours per day, with walking and standing required frequently
Visual acuity is required to perform activities such as: preparing and analyzing data, viewing a computer terminal, reading documents, reports, and emails
Repetitive hand movements for tasks like typing or assembly

Responsibilities

Analyzes and monitors daily inbound and outbound customer and technical service calls ensuring adequate staffing and quality of service.
Monitors and reports on departmental metrics for Sales, Customer Service, Technical Service, Service Providers, and balanced scorecard reporting.
Identifies opportunities for improvement in areas not meeting expectations.
Develops and implements Quality Improvement policies, processes, and metrics that drive customer responsiveness, repair and warranty support, ease of ordering, inside customer service and sales, and training and documentation support.
Manages balanced scorecard reporting and accountability to drive world class levels of Global Chain accounts and Tier 1 and 2 customers.
Manages the processes of answering inbound customer and technical service calls, order entry, and the RMA process to ensure accuracy and efficiency.
Coordinates sales and master planning on customer roll-out programs or short lead time orders.
Provides support to the VP Commercial on strategic customer related sales and service initiatives, projects, objectives, and new product introductions.
Develops, equips, and empowers workforce to correctly resolve small to medium customer complaints and issues.
Manages, collaborates, and coordinates with all internal departments to drive for resolution to customer and product issues.
Ensures all aspects of the Commercial Customer Service support team’s exhibit World Class customer service when interacting with customers.
Facilitates meetings with sales and operations to assist in defining, organizing, and orchestrating the fulfillment of large sales orders.