Senior Manager, Customer Service Expert

3 days ago


Gurnee, Illinois, United States PurposeBuilt Brands Full time
Job Title: Senior Manager, Customer Service

At PurposeBuilt Brands, we are seeking a highly skilled and experienced Senior Manager, Customer Service to lead our customer service teams. This role is responsible for ensuring operational procedures are in place for executing activities related to customer set up, order management process, issue resolutions, and maintaining the highest standards of accuracy and efficiency.

Key Responsibilities:
  • 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 and implement Standard Operating Procedures for all customer service activities.
  • Work in partnership with sales to support the customer order life cycle, delivering outstanding customer service through the development of customer set up, order process, and delivery improvements.
  • Support Sales Operations Director 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 the team, establishing and analyzing development plans to advance the skillset of the entire team.
  • Accountable for providing daily coaching and communication to the team and driving initiatives to increase standardization with order processing.
  • Responsible for the integrity of customer data management.
  • Manage and review data to analyze, monitor, and report order information and trends for timely decisions and resolutions.
Requirements:
  • 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-paced environment.
  • Ability to work with others in a collaborative team environment.
  • Excellent problem-solving ability.
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, and vision insurance.
  • Pet insurance.
  • Annual fitness stipend.
  • Unmatched employee discount on all products.
  • Summer Hours.
  • LinkedIn learning membership.


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