Customer Operations Manager

2 weeks ago


Wendell, North Carolina, United States KIOTI Tractor Full time
About KIOTI Tractor

KIOTI Tractor is a leading manufacturer of compact tractors, utility vehicles, turf care, and compact construction equipment. We are committed to providing high-quality products and exceptional customer service.

Job Summary

We are seeking a Customer Operations Manager to join our team in Wendell, NC. The successful candidate will be responsible for monitoring customer satisfaction, identifying areas for improvement, and implementing processes to optimize customer support.

Key Responsibilities
  • Analyze operational data and customer feedback to identify areas for improvement
  • Collaborate with cross-functional teams to address customer issues and enhance the customer experience
  • Develop and implement standard operating procedures to streamline customer support processes
  • Manage the customer support operations budget and forecast resource needs
  • Handle escalated customer complaints and complex issues
  • Manage and coach a team of customer support representatives
  • Monitor key performance indicators and adhere to service level agreements
Requirements
  • Bachelor's degree in Business Administration, Operations Management, or a related field
  • 5+ years of experience in customer support operations or a related leadership role
  • Strong analytical, problem-solving, and project management skills
  • Excellent communication and interpersonal abilities
  • In-depth knowledge of customer support best practices and metrics
Benefits
  • 4% 401k employer match
  • Birthday PTO
  • Free Medical Insurance (for employee only)
  • Vision, dental, and life insurance available
  • Wellness reimbursements
  • KIOTI Café - free for all employees


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