Senior Manager, Customer Service

2 months ago

Gurnee, United States PurposeBuilt Brands Full time
Job DescriptionJob Description

Sr. Manager, Customer Service

Hybrid- Gurnee, Illinois

Who We Are:

PurposeBuilt Brands, rooted in a legacy dating back to Weiman, stands as a pioneer in crafting top-tier products for specialty surfaces. Our beloved brands, including Weiman, Goo Gone, Green Gobbler, Biokleen, Gonzo, Magic, Wright’s, Stone Care International, Urnex, Five Star, and Micro-Scientific, are preferred choices among consumers and seasoned professionals alike.

At PBB, we seek to hire employees who bring a level of engagement, drive, and performance that pushes business forward. We work together and are motivated by positive results, while continuously thriving in a scrappy environment. We believe our greatest assets are the talented and passionate employees who are motivated by our purposeful work. Our company may be 60 years old, but the real growth is just getting started.

The Role:

The Senior Manager of Customer Service is the functional leader for PBB Customer Service teams. This role is primarily responsible for ensuring operational procedures are in place for executing activities related to customer set up, order management process, issue resolutions, and keeping the highest standards of accuracy and efficiency. This thought leader will engage with our customers to deliver exceptional customer service, an optimized partnership with supply chain and serve as an extension of the sales function.

What You Will Do:.

  • Lead a team of Customer support associates focused on OTIF, business transaction capability, customer service scorecard and retailer support services.
  • Develop a process improvement roadmap & implement Standard Operating Procedures for all of customer service.
  • Work in partnership with sales to support the customer order life cycle; delivering outstanding customer service though the development of customer set up thru order process and on to delivery improvements.
  • Support Sales Operations Directo with long term Revenue Management initiatives- identifying ways to reduce cost to serve, routing guide efficiencies, system improvements to maximize profitability.
  • Lead the talent management of team, establishing and analyzing development plans to advance skillset of entire team.
  • Accountable for providing daily coaching & communication to team and driving initiatives to increase standardization with order processing.
  • Responsible for integrity of customer data management.
  • Manage and review data to analyze, monitor and report order information and trends for timely decisions and resolutions.
  • Work with a sense of urgency to ensure that operational plans are executed, performance goals are achieved, and cross functional teams are kept informed.

What You Will Bring:

  • Minimum of 5 years’ overall experience in managing a customer service or logistics department in a consumer goods/household products environment
  • 3-5 years people management experience
  • Cross-functional experience in Sales or Supply Chain is desirable
  • Experience working in a fast paced, entrepreneurial, rapid growth environment.
  • Understanding of an automated warehouse environment.
  • Bachelor’s Degree or equivalent experience
  • Proficiency in Microsoft Office Suite and ERP (Syspro a plus) or Order Management System with experience implementing Order Management process improvement.
  • Critical thinking, problem solving, and decision-making skills are a must for this position
  • Excellent written and verbal communication skills
  • Detail oriented with an emphasis placed on accuracy
  • Ability to adapt to change, develop and train and/or learn new processes
  • Well-organized; able to manage multiple tasks and prioritize in a fast pace environment.
  • Ability to work with others in a collaborative team environment.
  • Excellent problem-solving ability.

Benefits:

PBB offers a wide range of benefits because we understand no two employees are the same. We want our employees to feel empowered to set their day up for success, whether that's in the office or remote.

What We Offer:
Flexible work options (fully remote, hybrid, onsite)

Generous paid time off

Competitive salaries and bonus incentives

401K company match

Competitive medical, dental, & vision insurance

Pet insurance

Annual fitness stipend

Unmatched employee discount on all products

Summer Hours

LinkedIn learning membership


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