Manager, Customer Service

hace 2 semanas

Nogales, México ITT, Inc. A tiempo completo

Resumen de Posición:
This position is responsible for managing our North American Customer Service team.

Responsabilidades Esenciales:

- Manages the Customer Service team including Customer Service Supervisor
- Responsible for hiring, training and the optimal deployment of the team
- Determines the best method to resolve problems and ensure customer satisfaction while adhering to organization policies
- Drives continuous improvement approach to processes and procedures, suggesting new methods to improve area operations, efficiency, and service to both internal and external customers
- Subject matter expert on systems, policies, and procedures in the order to cash value stream
- Establishes work procedures and processes that support the company and departmental standards, processes, and strategic initiatives
- Monitors and ensures achievement of departmental KPIs
- Monitors performance and drives cross functional improvements to customer performance, including root cause and corrective action for scorecards
- Collaborates with our distributor partners and customers to exceed service expectations and earn preferred supplier status
- Builds and maintains influential relationships with senior-level decision makers at customers and distributor partners
- Liaison and partner to the sales team to support growth strategies
- Collaborates with cross functional team to ensure customer satisfaction is achieved
- Leads by example creating a high-quality work environment where team members are motivated to perform at their highest level
- Provides direction to manufacturer’s representative inside sales team to improve communications, drive best practices and ensure efficiency and compliance

Requisitos del Puesto:

- BS/BA degree or equivalent
- Prior customer service experience in a manufacturing environment or equivalent
- Prior customer service management with demonstrated experience leading and implementing change
- Strong SAP knowledge and experience
- Experience in customer master governance and maintenance
- Proficiency in Microsoft Excel, PowerPoint and Word
- Excellent customer service, problem solving and negotiation skills
- Ability to lead and problem solve in unstructured environments
- Strong oral and written communication skills
- Demonstrated ability to lead programs or projects
- Ability to travel as required, 20% estimated
- ** Location**: preferred location is Nogales, Mexico or surrounding area

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