Customer Service Manager

2 weeks ago


Chicago, Illinois, United States James Hardie Full time
Job Title: Associate Customer Service Manager

James Hardie Building Products Inc. is a leading manufacturer of fiber cement home siding and exterior design solutions in North America. We are seeking an experienced Associate Customer Service Manager to join our team in Chicago.

Job Summary:

The Associate Customer Service Manager will be responsible for leading a team of Customer Account Reps within the Customer Operations Department. The successful candidate will possess excellent leadership and communication skills, with a proven track record of managing high-performing teams and driving customer satisfaction.

Key Responsibilities:
  • Lead a team of up to 15 Customer Account Reps, providing coaching and development opportunities to ensure high performance and customer satisfaction.
  • Manage weekly order flow, ensuring timely and accurate processing of customer orders.
  • Collaborate with cross-functional teams, including Customer Operations, Planning, Sales, Transportation, and the Channel, to resolve customer issues and improve service delivery.
  • Develop and implement process improvements to enhance customer experience and efficiency.
  • Monitor and analyze key performance metrics, identifying areas for improvement and implementing corrective actions.
Requirements:
  • Bachelor's Degree preferred and/or related work experience.
  • Four or more years of progressive responsibility in a customer-facing environment required.
  • Two or more years of experience managing people is required.
  • Demonstrated ability to build strategic working relationships while holding parties accountable for deliverables through direct or indirect leadership.
  • Demonstrated ability to coach others.
  • Demonstrated ability to identify and understand issues or problems using data and metrics.
  • Demonstrated ability to use effective approaches for choosing a course of action or developing an appropriate solution.
  • Demonstrated ability to act independently upon information and make decisions that achieve optimal results.
  • Superior interpersonal and written/oral communication skills.
  • Demonstrated intermediate skills with the standard features of various personal computer word processing and spreadsheet software (Microsoft Word and Excel, PowerPoint, Outlook, Internet, and other proprietary software).
  • Ability to successfully manage multiple tasks and prioritize workload while paying attention to detail.
  • Demonstrated ability to function as a strong team player.
  • Willingness and ability to travel as appropriate, up to 15% of the time.
What We Offer:
  • Comprehensive low-cost health insurance benefits for every 30+ hour full-time employee.
  • 401(k) retirement plan that will match 100% of employees saved dollars up to the first 6% of your salary.
  • Paid holidays, paid vacation, including Jury Duty and bereavement leave.
  • Wellness Program.
  • Employee Assistance Program.
  • Parental Leave.
  • Community Involvement & Sustainable Solutions.

At James Hardie, we recognize that our success depends on our people. We've worked hard to build a generous and competitive benefits program that demonstrates our commitment to our employees.



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