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Customer Service Manager

2 months ago

Phoenix, Arizona, United States R.S. Hughes Full time
About R.S. Hughes Company, Inc.

R.S. Hughes Company, Inc. is a dynamic, North American distributor of industrial supplies. We hold ourselves to the highest standards of quality and professionalism, and we treat our employees like the valuable assets they are.

Job Description

The Customer Care Manager is responsible for delivering customer satisfaction by developing and supporting customer care teams and fostering relationships with cross-functional stakeholders. The CCM assists in process improvements, manages change initiatives, ensures frequent department communications, intervenes as needed with customer issues and problem-solving, and ensures the team has the training, tools, and proper staffing levels to be successful.

Key Responsibilities
  • Responsible for the customer experience as it relates to customer accounts assigned to their team.
  • Responsible for monitoring reports and processes to ensure customer data and order management hygiene is in place.
  • Assists in improving efficiencies in all order management channels: web orders, VMI, and AI.
  • Responsible for developing a team to successfully provide service to our customers by ensuring workload and performance is properly monitored and managed.
  • Manage the performance and development of team, set clear objectives in line with organization objectives, and training requirements.
  • Actively collaborate and communicate with cross-functional departments to continually improve customer satisfaction.
  • Proactively assist in enhancing the service and experience for our customers, implement action plans and escalation procedures to address problematic areas and identify improvements.
  • Communicate effectively with team and stakeholders to provide feedback, resolve problems, and drive solutions.
  • Assist with on-time delivery of department initiatives such as but not limited to: Customer Care transformation / Decoupling of functions and development of standardized processes & training.
  • Manage service issues by clarifying customer complaints/on-time ship issues by determining root cause and seeking solutions and escalating appropriately. Establish root cause analysis and communicate efficiently to the senior management team.
  • Maintain up-to-date knowledge of products, customers, processes, systems, and suppliers.
  • Participate in external customer meetings and visits to represent R.S. Hughes' commitment to service.
  • Align and support Training & Development Manager with implementation of training.
  • Remain fully flexible to meet business requirements and demands.
  • Set a positive example during challenging times.
Requirements
  • Bachelor's degree in business or related discipline and 6+ years of high-volume B2B customer service experience, with minimum of 3 years coaching, leadership, or manager experience with customer care teams.
  • ERP and Order to Invoice experience/knowledge required.
  • Experience leading initiatives that produced significant results.
  • Willingness to travel up to 15%.
Competencies
  • Adaptability: Maintaining effectiveness when experiencing major changes in work responsibilities or environment; adjusting effectively to work within new work structures, processes, requirements, or cultures.
  • People Management: Proven track record for building high-performing teams and leading teams through changes.
  • Applied Learning: Assimilating and applying new job-related information in a timely manner.
  • Building Trust: Interacting with others in a way that gives them confidence in one's intentions and those of the organization.
  • Communication: Clearly conveying information and ideas through a variety of methods to individuals or groups in a manner that engages the audience and helps them understand and retain the message.
  • Managing work/time management: Effectively managing one's time and resources to ensure work is completed efficiently and accurately.
  • Technical/Professional Knowledge: Having achieved a satisfactory level of technical and professional skill or knowledge in position-related areas; keeping up with current development and trends in area of expertise.
  • Tenacity: Staying with a position or plan of action until the desired objective is obtained or is no longer reasonably attainable.
  • Detail Oriented: Working on tasks requiring great attention to detail, ability to multi-task.
  • Leadership skills: Demonstrate team-building skills, flexibility, and the ability to motivate others.
  • Result Driven: Proven track record of driving results, leading projects, developing new ideas, managing change to move us closer to becoming our customers' trusted partner.