Customer Service Manager

Global Filter Customer Service Manager

The Global Filter Customer Service Manager will report to the General Manager & VP-Operations and will be based in Cedar Rapids, Iowa. The Customer Service Manager will oversee and improve all aspects of the customer journey, ensuring satisfaction and loyalty throughout the customer lifecycle. They play a pivotal role in Global Filter's success by implementing customer-centric strategies, initiatives, improving processes, and developing brand reputation through exceptional customer interactions. The Customer Service Manager will have a strong understanding of the Global Filter product portfolio, sales process, customer lifecycle, virtually building relationships in general, and post-purchase technical support.

The ideal candidate will be a self-motivated quick learner with a strong bias for action. The candidate will possess a customer-centric mindset, leadership skills, sound communication skills, analytical skills, the technical knowledge to adapt to customers' needs through problem solving and be comfortable presenting and utilizing several video and / or phone conferencing tools. The person must be able to lead a customer service team by fostering a collaborative team environment to ensure a culture of success is maintained.

Responsibilities

• Lead a team of customer service representatives to ensure excellent customer service and support is provided to customers
• Manage customer escalations, resolving customer inquiries in a timely and efficient manner
• Assist as needed with call volume, chats, emails, and order entry
• Develop and implement effective customer management strategies aligned with Global Filter's goals & objectives
• Establish and maintain customer loyalty by designing and executing initiatives designed to enhance the overall customer experience
• Utilize various tools & technologies to monitor customer interactions, gather insights, and identify areas for improvement
• Train and educate team members on customer-centric approaches and effective procedures to ensure a culture of success is maintained for Global Filter
• Influence team members to develop effective problem solving, strategic thinking, and customer-centric mindsets
• Collaborate with customers, customer service, product management, sales, and marketing teams to ensure that customer needs are met while facilitating an exceptional customer experience
• Evaluate key performance indicators (KPIs) relating to customer satisfaction, retention, and loyalty
• Partners effectively with Sales team to drive territory coverage and exploit sales opportunities
• Ensures that order pricing is based on contract agreements, price lists, and / or quotations
• Discuss quote specifications with Sales team and resolve discrepancies as needed
• Coordinates details of orders through the production process to ensure completion of orders and delivery commitments
• Must be able to organize and maintain accurate electronic records within ERP system, along with quote and order processing within ERP system and Microsoft Office products
• Prepares documentation and coordinates new client information, purchase order, return goods memos, credit and rebills with internal stakeholders
• Consistently available to customers; ensures work responsibilities are covered when not available
• Create and implement training and customer service programs through our continuous education program, Global University
• Identify and lead efforts to implement or improve existing technologies, processes and procedures to improve customer service and retention
• Other duties and responsibilities as assigned

Knowledge, Skills, & Abilities

Qualifications

Ideal Attributes

Travel

Physical Demands

While performing the duties of this job, the employee is frequently required to do the following :

This is a general description of the Duties, Responsibilities and Qualifications required for this position. Physical, mental, sensory, or environmental demands may be referenced to communicate the way this position traditionally is performed. Whenever necessary to provide individuals with disabilities an equal employment opportunity, Filtration Group will consider reasonable accommodations that might involve varying job requirements and / or changing the way this job is performed, provided that such accommodations do not pose an undue hardship.

Filtration Group is committed to creating an inclusive work environment for all team members, regardless of race, gender, religion, sexual orientation, age, disability, genetics, veteran status, marital status, or any other characteristic protected by law. We believe the work we do and the mission we spread is at it's best when everyone feels free to be their most authentic self.

More About Filtration Group

Filtration Group is on a mission to make the world safer, healthier, and more productive. With a passionate workforce, global footprint and world class engineering and manufacturing capabilities, we are driving innovation and developing solutions across a broad spectrum of applications in the fast-growing and rapidly-evolving global filtration industry. We are committed to maintaining an entrepreneurial culture built on a foundation of trust and in which our leaders exhibit a strong bias for action.

Global Filter is part of Filtration Group. Filtration Group is a global market-leading provider of filtration consumables that drives innovation and delivers solutions across a broad spectrum of applications and end-markets, with a focus on life sciences, indoor air quality, and industrial technologies.

The Company began in 2009 and has rapidly grown organically and through a thoughtful acquisition strategy