Customer Service Director

13 hours ago


Greenville, Michigan, United States Marvel Refrigeration Full time
Customer Service Manager

Marvel Refrigeration, a leading manufacturer of premium undercounter refrigeration and ice products, is seeking a highly skilled Customer Service Manager to lead our customer service and technical service teams. As a key member of our team, you will be responsible for delivering exceptional customer experiences, ensuring high levels of customer satisfaction, and driving service quality initiatives.

Key Responsibilities:
  • Provide support to consumers after the sales process for product questions and warranty support.
  • Train and develop servicers to maintain first-in-class service on Marvel and U-Line products.
  • Provide technical assistance to servicers in resolving customer issues.
  • Assist in designing and developing technical support documentation for phone techs, servicers, web, etc.
  • Manage servicer rates and leverage Middleby portfolio to ensure cost-effective rates.
  • Warranty Administration: Dispatch servicers via Global Warranty and maintain closed-loop warranty process to ensure effective communication with customers and servicers.
Requirements:
  • Significant experience in call center management and associated key performance drivers.
  • Bachelor's Degree in Business Administration or related field.
  • Excellent leadership skills with the ability to get work done through others.
  • Experience of systems development to create greater awareness and quality of information.
  • Ability to use customer and consumer information and feedback to support the continuous improvement in warranty and on-time delivery.
  • Proactive with the ability to think ahead and ensure that performance is in line with plan.
  • Demonstrable experience of identifying improvement opportunities that remove waste and streamline the process information flow.
  • Experience of working across international boundaries.
  • Working knowledge of MS Office.
  • Outstanding communication and negotiation abilities.
  • Excellent organizational and leadership skills.
  • Ability to work under pressure.
  • Excellent verbal and written communication skills.
Working Conditions:

Office-based and production-based 8-hour shifts, Monday-Friday. Occasional travel may be required to facilitate trainings.

Compensation:

$75,000-$100,000 yearly salary.



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