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Senior Customer Service Manager

Company: AmesburyTruth
Location: Sioux Falls
Posted on: March 24, 2020

Job Description:

ESSENTIAL DUTIES & RESPONSIBILITIES: The Sr. Customer Service Manager is responsible for the AmesburyTruth Customer Service Teams within their designated AmesburyTruth locations and reports to the Sr. VP of Sales. Key elements include ensuring that team acts within the roles and responsibilities in execution of the order entry process and customer satisfaction. -This includes but is not limited to facilitating customer issues and aiding in continuous improvement activities. - - -This position will be required to report on AmesburyTruth plants' performance related to customer satisfaction (shipping performance, open order and shipping status, complaints, credits and returns). -This position also conducts performance reviews, manages the customer service managers and supports strategic projects as assigned. -Responsible for team development, retention, hiring and firing. Responsibilities include but are not limited to: Strategically lead and develop a Customer Service Management Team to enhance performance by setting clear accountable performance measures Responsible for Profit and Loss, or Profit Center/Cost Center Budgets Create a culture and processes which achieve the business goals and objectives with regards to their customer service Improve NPS (Net Promoter Score) - CSAT (Customer Satisfaction), or other Customer Metric Reduction of the cost to serve Empower and engage the Customer Service Team Enhance the First Call Resolution Identify new tools and technologies to better serve the customer Drive better sales through service Use Customer Insight and Root Cause Analytics to identify companywide improvements and present these to the Senior Leaders Act as the Voice of the Customer across the organization Identify and provide feedback through 1:1s, effective use of personal development plans and provision of coaching & development opportunities Accountable for ensuring full regulatory compliance and legal requirements. Identification of any potential risk issues Define, negotiate and agree the effective utilization of resource in line with service specifications, working with, or being responsible for resource planning and MI teams to plan the required resource in conjunction with business objectives and service level agreements Work effectively with all peers and the stakeholders Commercial and Finance, Marketing, Operations to negotiate and influence customer improvements Continually develop improvements and embed successful change projects Drive quality and consistency Partner with Client relations to optimize existing Client profitability through business planning and collaboration and deliver increased revenue streams KNOWLEDGE / SKILLS / ABILITIES: - Must demonstrate proficiency in Microsoft Office Word and Excel and CRM (preferred) Strong written and verbal skills - this position is directly responsible for communicating by phone and email and the ability to lead teams Experience with ERP systems within a manufacturing environment preferred Requires the ability to handle multiple high priority projects at any given time Strong work ethic, ability to teamwork, reliable Ability to motivate employees and coordinate activities relative to all functional areas QUALIFICATIONS / PRIOR EXPERIENCE: BA/BS Degree in Business Administration required Five to seven years of experience in a similar management role Two to five years of ERP experience Able to demonstrate leadership, organizational and problem-solving skills Strong communication skills Up to 50% of travel

Keywords: AmesburyTruth, Sioux Falls , Senior Customer Service Manager, Hospitality & Tourism , Sioux Falls, South Dakota

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