Customer service mgr

Roles & Responsibilities

This position has responsibility for:

• Management of both H&H inside sales teams, currently based out of San Diego CA, Commerce GA and Burr Ridge IL.
• Plan, organize, and direct the activities and team to provide high-quality customer support. Hire, train, supervise and develop talent to continuously improve department capabilities & performance.
• Improves customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating metrics; monitoring and analyzing results; implementing changes. Work with customers and staff to effectively handle complaints and concerns.
• Determines customer service requirements by maintaining contact with customers; visiting operational environments; conducting surveys; benchmarking best practices; analyzing information and applications.
• Help develop sales strategy in conjunction with outside sales leaders to continuously improve visibility & share position in the market.
• Engage in dialog with customers to develop long-term partnerships to positively affect support outcomes, as well as ensure future bookings opportunities.
• Establishes, implements, and maintains technical and administrative procedures to provide responsive after-sales services to customers.
• Ensure company is following Export Compliance Regulations. Select and work with Freight Forwarders for International shipments.
• Work closely with the product manager to ensure technical support & applications engineers have ability to address all new product & product changes for the market.

Competency Requirements:

In order to perform the job successfully, an individual should demonstrate the following competencies:

• Team Building Develop talent & make changes as required to meet business goals.
• Leads/Drives Change Leads teams through organizational and work process changes, identifying and overcoming obstacles in a timely manner. Champions new methods, systems, and processes to improve performance.
• People Development Provides support, coaching, training, and career direction to others.
• Results Focus Accomplishes goals, completes tasks, and achieves results. Ensures follow-through to achieve desired results. Readily takes necessary initiative to persevere through unforeseen adversity in order to produce results on or ahead of expectations.
• Detail Focused Performs work with care, accuracy, and attention to detail.