Position Overview

International Motors is seeking a Senior Customer Service Manager to provide strategic leadership and direction for the delivery of pre- and post-sales services and support to clients/customers.

Manages all facets of customer retention including participating in the resolution of customer concerns and defining and developing a customer contact strategy. Analyzes operational processes, escalation procedures and performs training needs assessments for identifying opportunities for service delivery improvements and value add to the customer/clients. Liaises between customers and manufacturing, sales, and field service, to resolve status, production, and performance inquiries. Reviews warranty claims and parts return requests to ensure warranty processes are being followed, service and repairs are done with speed and accuracy and all client/customer service issues are resolved. Selects, develops, and evaluates personnel to ensure the efficient operation of the function. Establishes and monitors annual travel budgets to ensure projections are being met.

Responsibilities

Directs and controls the activities of a broad functional area through several department Senior Managers and Managers.

• Has overall control of planning, staffing, budgeting, managing expense priorities, and recommending and implementing changes to methods.
• Accountable for budget and policy recommendations and medium to long-term planning.
• Adapts and executes functional or departmental business plans and contributes to the development of functional or departmental strategies.
• Makes final decisions on administrative or operational matters and ensures effective achievement of objectives.
• Works on complex issues where analysis of situations or data requires in-depth organizational knowledge.
• Development of methods, techniques and evaluation criteria for projects, programs, and employees.
• Ensures budgets and schedules meet corporate requirements.
• Regularly interacts with executives and/or major customers. Interactions frequently involve special skills, such as negotiating with customers or management or attempting to influence senior level leaders regarding matters of significance to the organization.
• Incorrect decisions will have a serious impact on the overall success of functional, division, or company operations.
• Lead and develop a high performing customer service team by providing coaching and performance management.

Minimum Requirements

Bachelor's degree and at least 6 years of customer service experience
At least 3 years of lead experience
OR
Master's degree and at least 5 years of customer service experience
At least 3 years of lead experience
OR
At least 10 years of customer service experience
At least 3 years of lead experience

Additional Requirements

Qualified candidates, excluding current employees, must be legally authorized on an unrestricted basis (US Citizen, Legal Permanent Resident, Refugee or Asylee) to be employed in the United States. We do not anticipate providing employment related work sponsorship for this position (e.g., H-1B status).

Desired Skills

• Based in Lisle is preferred - Laison for digital and other functional areas
• Demonstrated understanding of Fleet Operations/Management
• Experience partnering with Dealership networks and a strong understanding of dealer operations
• Strong understaning of Fleet Manangement
• Lead and guide a team of professionals through coaching and mentoring
• Travel to Dealer Network Locations
• Strong understanding of dealer fixed operations and structure
• Can work and influence all dealer leadership Advocate for change in network
• Ability to navigate service workflow
• Leader/Voice for the development of the "New Way of Working"
• Pro-Active Mindset
• Change management and leadership
• Laison for Digital engagement
• Speed and agility
• Heavy-duty truck technician experience