Manager, Customer Solutions

Husqvarna Group • Olathe, KS

5d

About The Position

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

The manager oversees staffing, phone coverage, workflow, training, performance, and department processes. The position also handles escalated customer service issues, identifies trends and root causes, maintains process documentation, and coordinates with other departments and the sales organization.

Requirements

• Three to five 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, including CRM.

Nice To Haves

• Bachelor’s degree in Business preferred.

Responsibilities

• Monitor staffing and provide 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 and coach attendance, performance, and behavior gaps.
• 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 daily activity reports.
• Provide daily and weekly communications to the assigned group.
• Assist with annual pricing contracts and daily deviations.
• Maintain District Sales Manager information in the ERP system.
• Act as the escalation point for complex issues from CSRs.
• Identify trends and work 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.
• Act as a liaison between departments regarding customer service issues.
• 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