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Call Center Manager

4 months ago

Pleasant Prairie, United States US Main Full time

Job Title: Product and Customer Support Manager

Job Location: Pleasant Prairie, WI (Onsite)


Experience in managing call center operations, familiarity with durable goods and warranty services, and specific manufacturing industry knowledge desired (e.g., outdoor equipment, appliances, HVAC)

Top skill if any:

Call center mgmt. (internal or external)
Experience managing appliance claims/warranties
Knowledge about (i.e. appliances, outdoor power equipment, HVAC, etc)

Job description

The Client is a world-class and leading manufacturer of consumer and industrial pressure washers and other outdoor power equipment. Client highly acclaimed brands include Simpson, Delco, and CRX. Exclusive licenses with recognizable brands such as DeWalt, Stanley Black & Decker, and Craftsman further strengthen Client market presence and awareness. The client is a dynamic organization with unprecedented growth due largely to its ability to attract and retain highly talented associates.

We have a challenging and exciting opportunity for a Product and Customer Support Manager who is energetic, can multi-task and problem-solve, and has the drive and motivation to learn and grow in a fast-paced setting.

Primary Purpose

The Product and Customer Support Manager is responsible for leading the post-sale product support functions for clients. The Product and Customer Support Manager coordinates both an outsourced and an internal customer service contact center, as well as technical, warranty, parts, and accessory support teams. In this role, you will be responsible for providing analysis and summarized reporting of customer reviews, call center interactions, and warranty issues. This is an integral role that helps ensure all client products and brands are meeting client Best-In-Class reputation, and most importantly, customer expectations.

Duties And Responsibilities

Manage the analysis and summarized reporting of customer data.
Lead and manage the creation of supporting content for parts and accessories, through the Product Support team.
Manage the creation and updating of illustrated parts lists and their related service parts and kits.
Manage customer/channel-specific service parts price files.
Utilize daily parts and accessory sales reports to assist in timely customer shipments.

Qualifications

5+ years of supervisory experience in product support, with contact center experience, working with a manufacturer.
Proven ability to analyze data and implement process improvement initiatives.
Experience in Outdoor Power Equipment or Durable Goods Industries is a plus.

Education/Certification

Bachelor's degree in business management is preferred but will consider equivalent combination of education and experience.

Management Responsibilities

A team of 6 to 7 direct reports.