Customer Service Manager (Enterprise Financial)

Brinks Texas License #C00550

About Brink's:

The Brink’s Company (NYSE:BCO) is a leading global provider of cash and valuables management, digital retail solutions, and ATM managed services. Our customers include financial institutions, retailers, government agencies, mints, jewelers, and other commercial operations. Our network of operations in 52 countries serves customers in more than 100 countries.

Brink’s has been a trusted partner in securing commerce for more than 165 years. Together, every Brink’s Team Member is committed to providing the highest levels of service and support to our customers. We take pride in our work, and we share a passion about our future. Learn why so many people have made the choice to join our team – and stay here.

We believe that our team should be reflective of the customers we serve every day around the world. We believe in building partnerships that secure commerce and doing that requires fostering an inclusive culture that values people with diverse backgrounds, ideas, and perspectives. We build a sense of belonging, so all employees feel respected, safe, and valued, and we provide equal opportunity to participate and grow.

Job Description

The Brink’s Company (NYSE:BCO) is a leading global provider of cash and valuables management, digital retail solutions, and ATM managed services. Our customers include financial institutions, retailers, government agencies, mints, jewelers and other commercial operations. Our network of operations in 52 countries serves customers in more than 100 countries.

At Brink’s, we believe diverse teams drive success, and as such, we foster an inclusive culture that values people with diverse backgrounds, ideas and perspectives. We build a sense of belonging, so all employees feel respected, safe and valued, and we provide equal opportunity to participate and grow.

Brink’s U.S., a division of Brink’s, Incorporated, is the premier provider of armored car transportation, currency and coin processing, ATM servicing and other value-added services to financial institutions, retailers and other commercial and government entities. The company has a proud history of providing growth and advancement opportunities for its employees. We have a challenging opportunity for a Customer Service Manager.

Job Summary:

As a Customer Service Manager, you will serve as the primary customer service contact for identified client(s) and will be responsible for overall client service satisfaction within our Enterprise Financial segment. You will seek to consistently deliver excellent customer service, as well as represent the client needs and goals within the Brink’s organization to ensure exceptional customer experience and support growth opportunities in partnership with the assigned Enterprise Client Partner (sales).  

Key Responsibilities:

• Assume ownership of service and support-related issues to ensure quick action and resolution.
• Monitor customer satisfaction levels to ensure that customers are receiving the best service possible.
• Prepare, analyze, and manage customer service relationships through service performance reporting, SLA management, and metrics – including facilitating Customer Health Scorecard calls.
• Lead activities of internal groups to evaluate and implement procedural and systematic solutions that most effectively meet customer needs while adhering to Brink’s strategy and business objectives.
• Build and maintain strong working relationships with various levels of assigned account(s) - including on-site and virtual customer meetings.
• Understand customer processes and needs and respond to a wide variety of special customer service requests and inquiries.
• Work with cross-functional teams including sales, operations, and other resources to provide deliverables to enhance customer relationships and meet customer expectations.
• Support planning strategies and initiatives to enhance the delivery of services to the customer.
• Perform other duties as assigned or necessary.

Required Qualifications:

• Bachelor’s Degree
• Minimum of 5 years’ experience in Customer Service management
• Minimum of 3 years’ experience in the retail/bank reconciliation
• Proficient in Excel, PowerPoint and Salesforce or other CRM system
• Knowledge of Lean Concepts and Methodologies

Professional Skills:

• Excellent interpersonal, communication and presentation skills
• Strong consultative, analytical and problem-solving ski