Customer Support Manager

1 week ago

Kenosha, Wisconsin, United States Alfa Laval Corporate AB Full time
About the Role

We are seeking a highly skilled and experienced Customer Support Manager to lead our Inbound Customer Support team. As a key member of our marketing team, you will be responsible for managing and driving a team who are the first point of contact for customers via inbound communication channels.

Key Responsibilities
  • Lead and manage a team of customer support agents to ensure timely and effective customer interactions, problem resolution, and escalation.
  • Develop and implement customer engagement strategies to drive sales and retention growth.
  • Monitor and analyze customer satisfaction levels to identify areas for improvement and provide input for marketing and customer engagement strategies.
  • Collaborate with the marketing team to ensure proper usage of customer relation management systems to gather insights.
  • Provide coaching, feedback, and performance management to team members to ensure they meet their goals and objectives.
Requirements
  • 5+ years of experience in customer service, sales, or a related field with at least 3 years of experience in a managerial or supervisory role.
  • Proficient in using customer service software, such as Microsoft Dynamics, Call Rail, etc. as well as Microsoft Office and Google Suite.
  • Proficient in using Customer Relationship Management (CRM) platforms. Preferably Microsoft Dynamics.
  • Excellent communication and interpersonal skills, both written and verbal, with the ability to communicate effectively with customers and staff at all levels.
  • Strong leadership and organizational skills, with the ability to motivate and inspire the support team and foster a positive and collaborative work environment.
What We Offer

We offer a challenging position in an open and friendly environment where we help each other to develop and create value. Your work will have a true impact on Alfa Laval's future success. Our benefits-eligible associates enjoy healthcare, dental and vision plans, a robust wellness program, generous 401(k), paid holidays, paid time off benefits, and more.

The base salary for this role is typically $72,000 - $100,000. Alfa Laval is an equal opportunity employer. We are committed to building an inclusive and diverse workforce. All employment is decided on the basis of qualifications, merit, or business need, without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.

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