Location Springfield, IL
No Remote Job Title : Customer Service Manager
Location : Central Illinois
As the Manager Customer Service, you will be responsible for overseeing the daily operations of the customer service department.
Duties include communicating customer service objectives to Customer Service Representatives and other department personnel, compiling data to make assessments of their departments progress and coordinating with upper management to find ways to enhance their customer service objectives among their employees.
Responsibilities :
- Lead a team of 10+ international and domestic customer service representatives .
- Prioritize key customer requirements and develop key metrics that will adequately quantify performance on each key dimension, set customer service goals for team members and helping them reach those goals
- Building long term relationships with Dealer Partners to facilitate continuous improvement in the customer service department
- Use influence and problem-solving skills to ensure company success in meeting customer requests in high profile situations.
- Execute process changes to improve customer satisfaction and plan for future enhancements of the processes including automation
- Develop pulse metrics baseline with Dealer network on customer service performance and manage improvement goals and implementation over time.
Requirements :
- Bachelors Degree
- 5+ years experience in Customer Facing positions
- Proven success managing and building high performing team
- Previous Sales experience a plus
- Familiarity working directly with a dealer network
- Ability to influence internal & external stakeholders
- Ability to stay focused on high priorities and drive projects to completion
- Strong written and oral communication skills
- Self-motivated in a fast paced and dynamic work environment
- Knowledge of the Agricultural industry
Additional Details
Minimal travel is anticipated for this position.
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