Customer Service Manager

Overview

ADP (Advanced Distributor Products) is a Lennox International company and the #1 Producer of Residential Evaporator Coils in the USA.

We are committed to providing quality solutions and true partnership to help our customers find matches that make their jobs and lives easier.

ADP has been manufacturing products at our factory in Grenada, MS since 1992. Our innovative culture is fully supported by a research and development laboratory, which includes areas for testing, assembling, and designing future products.

Lennox (NYSE : LII) is an industry leader in energy-efficient climate-control solutions founded over a century ago on the principles of integrity and innovation.

Dedicated to sustainability and creating comfortable, healthier environments for our residential and commercial customers while reducing their carbon footprint, we lead the field in innovation with our cooling, heating, indoor air quality, and refrigeration systems.

Job Description

PRIMARY FUNCTION :

Manages first-line supervisors who are responsible for managing the day-to-day operations of a team of representatives that handle customer service inquiries and problems via the telephone and sometimes email.

May also manage customer service representatives’ employees directly.

PRIMARY DUTIES AND RESPONSIBILITIES :

• Develops and monitors the application of operating systems including, policies and procedures, operating structure, and information flow.
• Establishes, implements and maintains administrative and technical procedures to provide responsive after sales service to customers.
• Develops service policies, rates, schedules, procedures and methods.
• Provides for the maintenance and review of service records to determine product reliability, service costs, spares requirements and the like.
• Ensusres the volume of work produced meets product / service standards and exceeds quality standards
• Ensures that departmental operating costs and profit goals are attained.
• Approves personnel activities concerning, hiring, training, development, and evaluation of staff performance.
• May develop and recommend manpower plans, operational budgets, capital, equipment, inventory requirements and the like in order to manage and control the customer service organization in an independent manner.
• May build industry relations communicating technologies and operational concerns through industry networking.
• May manage order processing activities through subordinate supervisory levels.

Qualifications

EDUCATION AND / OR EXPERIENCE REQUIREMENTS :

• Must have an associate degree; 4-year degree preferred.
• 8 years’ related experience. Requires at least 3-years experience as a manager.

OTHER SPECIAL REQUIREMENTS :

Excellent written and verbal communication skills, including effective listening skills. Requires extensive knowledge of the organization, products and services.

May require advanced problem solving. Must be able to train, evaluate and direct the work of assigned employees.

COMPUTER SKILLS :

Proficient with Microsoft Office products including, but not limited to, Word, Excel, and Outlook, and live webinar.

ORGANIZATIONAL RELATIONSHIPS

Requires ability to establish policies and manage business and operational aspects of assigned call center.

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