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.  This role will be based in our IL location 
• 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