Manager, Customer Service

Job-ID: 14756; Location(s): Broomfield, CO 

JOB DESCRIPTION SUMMARY

The Manager, Customer Service has the critical role of leading a team of Customer Service Representatives. This position supports and engages with members of their team to ensure that they consistently meet assigned goals. The Manager, Customer Service works closely with other Customer Service leaders and with internal and external stakeholders. Plays a vital role in the development of Customer Service processes and programs.

JOB DESCRIPTION DETAILS

Team Management

• Assumes full responsibility for the management of direct reports, including: hiring, performance management,  selects, motivates, reviews, coaches, develops, and retains a high performance team.
• Conducts timely and accurate employee performance evaluations; addresses performance issues as needed.
• Manages ADP timecards for colleagues, including PTO approvals, break times and schedules.
• Develops, implements, and maintains policies, procedures and intra-departmental communications; maintains managerial relationships by encouraging and providing a timely, two-way flow of information between subordinates, management, and user groups. 
• Ensures compliance in Health, Environment & Safety/Quality in all areas of operations; ensure company policies and guidelines, as set forth in the Corporate Human Resources Policy manual are followed.
• Conducts regular discussions with subordinates to discuss goals, strategies, and objectives; monitors overall performance and provides direction and objective coaching as needed.
• Assists with succession planning and other developmental activities.

Operations

• Addresses and resolves escalated customer inquiries and issues with collaboration of Viega field sales team. 
• Manages case resolution for customers to ensure field sales team and customer relationships are successful.
• Monitors programs and procedures to ensure KPI delivery and customer satisfaction; maintains in-depth working knowledge of systems and processes.
• Recommends updates of SOPs, work instructions, checklists and various ISO 9001 documents to the Training and Documentation Specialist.
• Manages and coordinates project deliverables, timelines and project assignments to ensure timely completion of assignments.
• Communicates quality issues to senior leaders and conducts root cause analysis with corrective and preventative action plans.
• Assists with calibration of quality monitoring programs and how Customer Service Leads and Supervisors perform monitoring.
• Collaborates with management team to align on training needs, policies, processes, and enhancements of day-to-day operations.
• Participates in cross-functional teams and activities to improve information, knowledge and processes that will be trained and/or communicated to customer facing teams.
• Collects and analyzes relevant data to identify trends around quality issues, developing solutions on how to improve defined quality from a metrics standpoint.

Training and Support

• Provides training on relevant topics to new and tenured employees, including, but not limited to: departmental processes and procedures, Salesforce Service Cloud CRM (Viegaforce), VoIP phone service, SAP ERP, S/4HANA, Microsoft Teams, SuccessFactors and other relevant software tools.
• Consults on the development of training material for Customer Service team.
• Provides on-going support, as appropriate, for customer service and sales team.
• Collects feedback on effectiveness of training programs, knowledge bases and develop program as needed.
• Continuously monitors and measures effectiveness of training programs and task execution of CSR colleagues as it relates to knowledge processes and programs. Makes recommendations for improvements to the Training and Documentation Specialist.
• Provides monthly KPIs and individual metrics to help identify where improvements can be made, in order to meet their