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Customer Support Operations Leader

2 months ago

Fort Atkinson, Iowa, United States RJO Consulting Full time
Job Overview

RJO Consulting is seeking a dedicated Customer Service Manager to enhance our customer support operations. This full-time role offers a unique opportunity to tackle challenging projects and advance your career.

REPORTING TO: Director of Operations

POSITION SUMMARY:

This role is pivotal in transforming our customer support services into a premier experience that fosters customer loyalty and drives repeat business. The Customer Service Manager will ensure the delivery of exceptional service levels, operational efficiency, and effective cost management.

KEY RESPONSIBILITIES:

  • Foster a collaborative team environment as recognized by peers.
  • Supervise the Customer Service Department to guarantee outstanding service delivery.
  • Enhance the customer service experience, cultivate engaged clients, and promote organic growth.
  • Take responsibility for resolving customer issues and ensure follow-through until resolution.
  • Conduct daily forecast meetings to align operations with customer requirements.
  • Establish a clear mission and implement strategies to achieve it.
  • Develop and maintain service procedures, policies, and standards.
  • Accurately document customer service interactions and maintain comprehensive records.
  • Analyze performance metrics and generate precise reports.
  • Recruit, mentor, and develop customer service representatives, fostering an environment of encouragement and empowerment.
  • Collaborate closely with operations, manufacturing, and other relevant departments to enhance customer satisfaction.
  • Inspire and empower team members to meet objectives and cultivate a sense of ownership in their roles.
  • Provide guidance for both technical and interpersonal development, ensuring all customer service aspects meet or exceed expectations.

QUALIFICATIONS:

  • 6-10 years of progressive experience in customer service within a contract manufacturing context.
  • Bachelor’s Degree from an accredited institution.
  • Proficient in Microsoft Office Suite.
  • Experience with ERP systems and adept at collecting and presenting statistical data.
  • Strong analytical skills with the ability to identify problems, gather data, and draw valid conclusions.
  • Proven track record of effective communication with technical and business leaders across all levels.
  • Supervisory experience is advantageous.

WORKING ENVIRONMENT:

The working conditions are typical of an office setting, with occasional requirements for weekend or evening hours.