Customer Service Manager

About Bender

Interested in this role You can find all the relevant information in the description below.

For over 75 years, Bender has been a market leader in providing electrical safety equipment to industries worldwide. Our wide portfolio of cutting-edge products ensures that people, equipment, and facilities worldwide are protected with the latest in electrical safety technology.

Our worldwide network of over 70 offices, representatives, and partners offers comprehensive product, application, and technical support.

Bender's core competence is electrical safety. With expertise in virtually every industry, Bender provides both the products and knowledge to meet the demands for customer-specific solutions.

Always on the cutting edge, our portfolio of electrical safety solutions focuses on a wide range of industries, from mainstay industries such as hospitals, mining, and manufacturing, to newly developed industries such as solar, wind, and electric vehicles.

Our ongoing research and development in virtually all industries ensures that no matter the application, you can count on Bender to be your partner in electrical safety.

Benefits

At Bender Inc. we believe in providing a generous benefits package to our employees to help cover the always rising medical costs and keep them out of pocket spend very low.

Bender Inc. covers 100% of insurance premiums for Medical, Dental, and Vision for eligible employees and their qualifying dependents.

The benefits we offer to our employees include :

• Medical (including prescription plan)
• Dental
• Vision
• Short-Term Disability
• Long-Term Disability
• Health Care and Dependent Care Spending Account
• Life Insurance
• Safe Harbor 401k Plan, where the company contributes 3% of annual salary.
• Employee Assistance Program
• Vacation & PTO
• Paid Maternity / Parental Leave
• 12 Paid Holidays
• Flexible Work Schedules with a great balance of working from home and in the office.

Main Duties and Responsibilities :

Leadership

• Lead, mentor, and motivate a team of customer service and field service teams.
• Foster a positive and collaborative team culture to ensure high morale and productivity.
• Conduct regular team meetings to communicate goals, provide feedback, and address challenges.

Customer Relationship Management

• Oversee the development and maintenance of key department procedures.
• Ensure prompt and efficient resolution of escalated customer inquiries, complaints, and issues.
• Monitor and maintain high customer satisfaction levels through effective communication and problem-solving.
• Manage feedback loops to collect customer feedback through surveys and reviews, and implement corrective actions as needed.
• Assist in the evaluation and implementation of customer experience management tools and technologies to streamline processes and enhance customer interactions.
• Manage and maintain accuracy of customer information, specifically related to Customer Service data fields, within both SAP and Salesforce systems.

Performance Monitoring

• Evaluate key performance indicators (KPIs) relevance for the customer service and field service teams and monitor performance against targets such as Cases Response Times, RMAs stage completions, Tasks On-time Completion Rates, etc.
• Analyze data and trends to identify areas for improvement and implement corrective actions as needed.
• Coordinate training programs for team members to enhance their skills and knowledge.
• Accountable for managing the RMA (Return Merchandise Authorization) process, ensuring the timely and efficient completion of each stage within the RMA lifecycle.

Collaboration with Other Departments

• Collaborate with other departments, such as sales, marketing, quality, and production to ensure a seamless customer experience.
• Communicate customer feedback and insights to relevant departments for product and service improvements.

Other Duties

• Work closely with the Accounting Team to resolve issues and disputes regarding credits or invoices.
• Work closely with the Production Team and Customer Service Supervisor to resolve issues and prioritize / escalate orders as needed.
• Back-up for Customer service and Field Service team members when applicable.
• Complete tasks, reports & metrics as required by management.

Requirements

• Bachelor's degree in business administration, or a related field or an equivalent combination of education and experience.
• 5+ years’ experience in a customer service management role.
• Strong understanding of customer service principles and practices.
• Excellent leadership and interpersonal skills.
• Familiarity with customer relationship management (CRM) software (Salesforce) and SAP.
• Relevant professional certifications (e.g., Customer Experience Professional, Certified Customer Service Professional) are a plus.

Other Requirements

• Customer / Client focused.
• Demonstrated ability to analyze data and make informed decisions.
• Strong problem-solving / analysis and communication skills.
• Teamwork orientation.
• Possess confidentiality, integrity, and professionalism.
• Flexible with changing priorities and able to multitask efficiently.
• Willingness to learn new things.

The above statements and information are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties, skills required of personnel so classified.

Nothing in this document is intended to exclude the opportunity for modifications or adjustments to the job or the manner of performing it consistent with the requirement to provide reasonable accommodations to the disabled.

With or without accommodation, the essential functions must be performed. Employees unable to accomplish any functions may request reasonable accommodations pursuant to the Americans with Disability Act.

In addition, employees must follow all Bender Inc. Safety Policies and Procedures, as well as the safety requirements of our customers where applicable.

We are an Equal Opportunity and Affirmative Action Employer.

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