Manager, Customer Solutions

Husqvarna Group • Olathe, KS

7d

About The Position

The Customer Solutions Manager oversees the daily operation of the business and supports and guides the customer service department. The role leads the coaching and development of Customer Solution Representatives (CSRs) to deliver a high-quality experience to internal and external customers, while helping ensure the company’s competitive advantage.

Requirements

• 3–5 years of customer service experience in a call center environment.
• Previous lead or supervisory experience.
• Strong knowledge of the current ERP system, Excel, and Word.
• Strong knowledge of HCP business processes.
• Strong knowledge of workflow management and business dynamics (CRM).

Nice To Haves

• Bachelor’s degree in Business preferred.

Responsibilities

• Monitor staffing and ensure appropriate phone coverage to meet the agreed-upon Service Level Agreement (SLA).
• Oversee daily workflow, including backorder reports, department CRM responsibilities, and other offline duties.
• Monitor, supervise, and coach gaps in attendance, performance, and behavior.
• Hold CSRs accountable for compliance with established policies and procedures.
• Provide ongoing ERP systems training and oversee training for new hires.
• Conduct performance appraisals and provide ongoing performance feedback.
• Handle daily personnel issues and involve the Customer Service Manager when necessary.
• Conduct monthly department meetings.
• Create and maintain reports on daily activities.
• Communicate daily and weekly with the assigned group.
• Assist with annual pricing contracts and daily deviations.
• Maintain District Sales Manager information in the ERP system.
• Act as an escalation point for complex CSR issues.
• Identify trends and collaborate within and outside the Customer Service department to determine root causes and resolve issues.
• Create, update, and oversee process documentation to meet operational and customer requirements.
• Liaise with various departments on customer service issues and support the sales organization.
• Provide weekly feedback to the manager to help refine and improve departmental efficiencies.

Benefits

• Competitive compensation
• Medical, dental, and vision insurance at date of hire
• 401(k) with matching and no vesting
• Employee purchase discount on Husqvarna products
• Education assistance program
• Paid parental leave
• Eleven paid holidays
• Paid vacation and sick time

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed