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Customer Experience Manager
2 months ago
Job Title: Customer Care Manager
Company: Laerdal Medical Corp.
Location: Remote
Job Type: Full-time
About Us:
Laerdal Medical Corp. is a leading provider of training and therapy products for emergency medicine and critical care. We are a dynamic and energetic organization consisting of people from a wide variety of cultures and backgrounds.
Job Summary:
We are seeking a highly skilled Customer Care Manager to oversee our customer service team. The ideal candidate will have a strong background in customer-facing roles and excellent leadership skills.
Responsibilities:
- Oversee customer service team scheduling, quality of service, and productivity.
- Monitor customer satisfaction measurements and ensure customer satisfaction goals are met or exceeded.
- Monitor and improve team performance against KPIs and other targets by coaching and being an active player/coach.
- Seek to understand and resolve complex customer issues ensuring satisfactory results for customer and company.
- Primary leadership role for the Customer Service team.
- Coordinating and implementing solutions for customers.
- Customer Service Process Improvement.
- Identifying gaps in service delivery within the team and resolving them.
- Day to day management of Customer Service team. Work volumes, phone coverage and making on the fly adjustments to ensure timely and accurate entry of orders and contracts.
- Collaboration with other teams and groups as necessary to ensure front line associates are trained in both product and process.
- Responsible for all MyPath training, review and coaching delivery and entry for team.
- Answer phone calls and emails from customers, internal and external.
- Prioritizing orders-
- Daily Coaching and working with team members.
- Identify and escalate emerging product/processes problems or concerns.
- Work with logistics on complex order management and shipments.
- Assist other customer care teams as needed.
- Strong communication skills.
- Communicate with and train team members as needed.
- Resource for other departments and teams regarding Customer Service-related issues and questions.
- Work cross functionally business analytics, Customer Success, customer service to identify areas of opportunity in current processes, propose and implement new business models.
- In-phase new procedures for order entry and work routing.
- Career path building and development for direct reports, including tier management.
- Working closely with Customer Care Leadership and AMT to keep everyone aware of important issues happening within the team.
- Implementing new and innovative ways to delight our customers.
- Working closely with sales leadership to share best practices to ensure order entry success.
Requirements:
- Minimum of two years experience in a Customer facing environment.
- Strong leadership skills and abilities.
- Excellent telephone presence with organized follow-up skills.
- Required to be proactive and able to take direction and establish ownership of projects.
- Excellent verbal and written communication skills.
- Strong customer focus; service oriented attitude.
- Proficient in order entry, Purchase Orders, and Laerdal Order Process.
- Strong ability to lead, and communicate to team members.
- Strong computer literacy skills with an emphasis on Visio, Word, QAD, Siebel, and other Laerdal applications.
- Flexible work schedule, as hours will be M, W, F 9-5 and T, and Th 12-8
