Sr. Manager, Customer Service

BBB External Career Site • Chesterfield Township, MI

106d

About The Position

The Sr. Customer Service Manager is responsible for leading the inside customer experience within the business unit. Service as the subject matter expert in methods and strategies to sell products while providing high level customer service to present and potential customers. This role will help to ensure business targets are met through excellent telephone sales and customer service throughout their team and through development and management of key metrics. This individual will also develop their sales team on initiation of prospective calls and the establishment of an ongoing rapport with existing customers. Integrity, vision, professionalism and passion are key components of this position.

Requirements

• Bachelor’s degree in business, Logistics, or a related field preferred, or equivalent significant experience.
• Minimum of 10 years of experience in Customer Service, Product Management, or a similar customer-facing leadership role.
• Proven experience as a Customer Service Manager in a manufacturing background.
• Strong expertise in call control, account development, and time management.
• Strategic thinker with demonstrated leadership capabilities.
• Excellent knowledge of management methods, techniques, and best practices.
• Strong understanding of sales principles, methods, and strategies.
• Advanced problem identification and objection resolution skills.
• Up-to-date awareness of industry trends and customer service applications.
• Ability to build and maintain lasting customer relationships.
• Exceptional verbal communication, presentation, and listening skills.
• Strong written communication and documentation abilities.
• Highly self-motivated, energetic, and enthusiastic.

Responsibilities

• Set the strategic direction for the BU customer service operations.
• Develop, improve and implement customer service strategies, policies, procedures and service standards to improve quality of service, productivity and profitability.
• Develop and track Team and Individual KPIs making necessary improvements.
• Lead connection with Outside Sales Team on customer RGAs and SIOP.
• Track lost opportunities and develop corrective actions for strategic improvement.
• Analyze and improve collection of various reports and statistical data to measure customer service performance.
• Train, monitor and partner with factory leaders to ensure they meet and maintain customer commitments.
• Train and empower the customer service team in methods to cross-sell and up-sell.
• Handle complex and escalated customer service issues.
• Analyze inbound, unsolicited prospect calls and convert them into sales.
• Emphasize product/service features & benefits, quote prices, prepare sales order forms and/or reports.
• Appropriately communicate brand identity and corporate position.
• Establish and maintain Freight Policies.
• Program alignment with Buying Groups that buy both PV and Industrial parts.
• Serve as Customer Service Point of Contact for Industrial BU.
• Perform other duties as assigned.

What This Job Offers

• Career Level: Senior
• Education Level: Bachelor's degree
• Number of Employees: 1,001-5,000 employees