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Customer Care Senior Manager
1 month ago
Imagine a company that recognizes excellence in not only the products it sells, but also in its employees. R.S. Hughes Company, Inc. is that company. We hold ourselves to the highest standards of quality and professionalism — and we treat our employees like the valuable assets they are.
Founded in 1954, R.S. Hughes Co., Inc. is a dynamic, North American distributor of industrial supplies. With 49 warehouse sites in the United States and Mexico, we maintain an extensive inventory of adhesives, abrasives, electrical, static control, tapes, labeling and safety products.
In addition to competitive salaries and benefits, we offer an environment that asks you to make a difference. We value hard work and common sense, and we consistently reward those that exemplify these traits. If you're looking for a great team to grow with and if you are willing to embrace the challenges of being expected to be the best, we welcome you to come join the R.S. Hughes Company, Inc. team
Position Description
The Customer Care Senior Manager is responsible for delivering customer satisfaction by developing and supporting customer care managers, customer care teams and fostering relationships of cross functional stakeholders. This Role will be aligned to a commercial business leader and will act as their partner to provide insights and troubleshoot issues. The Customer Care Sr. Manager identifies and implements process improvements, manages change initiatives, ensures frequent department communications, intervenes as needed with customer issues and problem solving, and ensures the team has the training, tools and proper staffing levels to be successful. Our people are our biggest assets and therefore the Customer Care Sr. Manager will closely manage performance and customer (internal and external) interactions and provide coaching and development. This role is expected to adhere to all company policies and safety protocols.
Key Responsibilities Required to be Successful as a Customer Care Senior Manager:
- Develop relationship with key stakeholders to manage expectations, escalate when necessary, and collaborate to improve the customer experience.
- Accountable for the customer experience as it relates to customer for accounts aligned with R.S. Hughes’ go to market strategy of account classification, and the support of other accounts when needed.
- Responsible for creating reports and processes to manage and monitoring customer data to improve department efficiencies.
- Responsible for creating efficiencies to automate web orders and implementing automated order entry.
- Responsible for the developing a team to successfully provide service to our customers by ensuring workload and performance is properly monitored and managed.
- Deliver and drive solutions; assist in identifying and implementing automated, efficient ways of working that enhance our teams and the customer’s experience.
- Manage the performance and development of team, set clear objectives in line with organization objectives, and training requirements.
- Actively collaborate and communicate with cross functional departments to continually improve customer satisfaction.
- Proactively assist in enhancing the service and experience for our customers, implement action plans and escalation procedures to address problematic areas and identify improvements.
- Communicate effectively with team and stakeholders to provide feedback, resolve problems and drive solutions.
- On time delivery of department initiatives such as but not limited to: Customer Care transformation / Decoupling of functions and development of standardized processes & training.
- Manage service issues by clarifying customer complaints/on time ship issues by determining root cause and seeking solutions and escalating appropriately. Establish root cause analysis and communicate efficiently to the senior management team.
- Develop workload metrics and monitor data to provided data driven decisions and continually monitor customer satisfaction. Develop corrective actions to address root cause issues.
- Maintain up-to-date knowledge of products, customers, processes, systems and suppliers.
- Participate in external customer meetings and visits to represent R. S. Hughes’ commitment to service.
- Monitor performance, provide coaching and mentoring where appropriate.
- Align and support Training & Development Manager with implementation of training.
- Remain fully flexible to meet business requirements and demands. Set a positive example during challenging times.
- Other job duties as assigned.
Education/Certification/Licenses
- Bachelor’s degree plus 5 years of B2B Customer Service/Account Manager experience.
- Minimum of 3 years coaching, leadership, or manager experience.
- Experience leading initiatives that produced significant results.
- Willingness to travel up to 20%.
- Proven record of leading change initiatives preferred.
- Continuous improvement training preferred.
- Order to Invoice experience ERP knowledge preferred.
Competencies That Will Make You Successful
- Adaptability: Maintaining effectiveness when experiencing major changes in work responsibilities or environment; adjusting effectively to work within new work structures, processes, requirements or cultures
- People Management: Proven track record for building high performing teams and leading teams through changes.
- Applied Learning: Assimilating and applying new job-related information in a timely manner.
- Strategic Thinking: Looks beyond the moment to develop plans for the future.
- Building Trust: Interacting with others in a way that gives them confidence in one’s intentions and those of the organization
- Communication: Clearly conveying information and ideas through a variety of methods to individuals or groups in a manner that engages the audience and helps them understand and retain the message
- Managing work/time management: Effectively managing one’s time and resources to ensure work is completed efficiently and accurately
- Technical/Professional Knowledge: Having achieved a satisfactory level of technical and professional skill or knowledge in position related areas; keeping up with current development and trends in area of expertise.
- Business Acumen: Demonstrates keenness and quickness in understanding and dealing with a business situation in a manner that is likely to lead to a good outcome. Understanding of the manufacturing and supply chain in the food and beverage industry.
- Tenacity: Staying with a position or plan of action until the desired objective is obtained or is no longer reasonably attainable.
- Detail Oriented: Working on tasks requiring great attention to detail, ability to multi-task.
- Leadership skills: Demonstrate team-building skills, flexibility and the ability to motivate others.
- Result Driven: Proven track record of driving results, leading projects, developing new ideas, managing change to move us closer to becoming our customers’ trusted partner.
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