Customer Service Manager

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Customer Service Manager

 

NCH is currently looking for a skillful Customer Service Manager to support our overall business strategy. The Customer Service Manager provides excellent customer service and to promotes this idea throughout the organization. The goal is to keep the department running in an efficient and profitable manner, to increase customer satisfaction, loyalty and meet their expectations. We offer a diverse set of position requirements, a range of opportunities for career advancement, and a culture that recognizes results, yet embraces the importance of work/life balance. Join our Customer Service team where our future begins with you!

 

Culture and benefits

We’re a global company with a family feel, offering the same benefits as an international corporation with the personal relationships of a small business. Working in our small teams and close-knit environment, you’d never guess we had a 7,500+ employee headcount. We realize a job is more than just a job – it’s an extension of your life and family – and we’re committed to maintaining just that. For us, culture is not just a perk; it’s essential to how we thrive. And that’s speaking for 100 years in the business!

 

• Employee-centric environment (regular corporate activities, personal relationships, small teams)
• Paid vacation and holiday leave
• Wellness initiatives (on-site fitness facility and cafeteria, treadmill conference room, planned activities)
• Community involvement (volunteering, fundraisers, charity events, school sponsorships and donations)
• Employee recognition programs (appreciation week, awards and ceremonies)
• Personal and professional development and growth
• Tuition reimbursement
• Financial wellness (retirement options, 401(k) match, employee credit union)
• Benefits package (medical, dental, vision, life, long and short-term disability)
• Hybrid work schedule (3 days in corporate office and 2 days WFH)

 

If this sounds like a fit for you so far, keep reading.

 

Responsibilities:

• Provide daily leadership and direction to the Danco Customer Service Team and Technical Service Representatives to meet and/or exceed both the internal and external customer’s needs and expectations, while achieving service objectives and standards as set forth by the company
• Measure daily productivity goals, measure performance, correct deviations, report results; monitor quality of service, make recommendations for improvement and training opportunities for employees
• Analyze customer service related information and evaluate the results to choose the best resolutions and alternatives to customer service challenges, and to identify opportunities to improve customer service
• Recruit, mentor and develop customer service team with guidance in handling difficult or complex issues or problems so they can be resolved effectively and efficiently. Provide guidance on how to escalate complaints / disputes within the organization
• Set a clear mission and deploy strategies focused towards that mission
• Develop service procedures, policies and standards
• Adhere to and manage the approved budget
• Build relationships and support sales initiatives
• Perform normal Customer Service duties during peak hours, during staff shortages
• Perform other related duties as required

 

Skills:

• Bachelor’s degree in Business Administration or related field with 3-5 years of proved working experience as a Customer Service Manager 
• Excellent leadership skills for supporting management and their teams
• Ability to design, develop, and implement processes that successfully integrate with other key functions such as supply chain, marketing, order fulfillment, etc.
• Cost center P&L experience 
• Proven experience with customer relationship management (and software systems such as Salesforce and ACD Databases).
• Strong client/customer facing and communication skills 
• Demonstrated knowledge of call center technologies
• Experience with EDI orders/automation
• Track record of setting challenging and productive goals for team, keeps team accountable for actions, provides leadership and motivation, provides resources and support, and uses checkpoints and data to track progress, sets up systems and processed to measure results
• Ability to develop relationships with key decision makers, understand and respond to customer needs, track and monitor customer activity

Benefits:
NCH Corporation offers a full suite of benefits, employee development and recognition programs, and a convenient location w