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Customer Service Manager

2 months ago

Dayton, Ohio, United States Somfy Systems Full time

About Somfy Systems

Somfy Systems is a leading global manufacturer of high-quality electric motors and electronic app controls for interior window coverings and exterior solar protections. With over 270 million users worldwide, Somfy Systems has been a pioneer in the industry for over 50 years, providing innovative solutions that make life easier and more comfortable for millions of people.

Job Summary

The Customer Service Manager will be responsible for driving a wide range of duties to manage, control, and coordinate the customer service functions. This includes providing guidance for large expenditures, acquiring and maintaining customers by providing industry-leading service, and ensuring that customer needs are met.

Key Responsibilities

  • Maintain a strong customer service function to support the corporate service rate target.
  • Responsible for motivating and getting the buy-in of the supporting sales teams to achieve goals.
  • Carries out managerial responsibilities in accordance with the organization's policies and applicable laws, including interviewing, hiring, and training employees, planning, assigning, and directing work, appraising performance, rewarding and disciplining employees, addressing complaints, and resolving problems.
  • Develop a five-year department plan to align processes, resources, and department goals with current and future objectives.
  • Encourages team members to look for opportunities for process simplification and improvements.
  • Develops and implements strategic customer service expectations, metrics, and plans to provide industry-leading service.
  • Utilizes CRM software to enhance product research, customer requirements, and market trends.
  • Handles escalated customer correspondence, complaints, and inquiries, especially on top accounts.
  • Identifies trends in customer satisfaction or dissatisfaction and communicates with the Customer Care Representative, Account Manager, and Management as needed.
  • Works with Business Data Intelligence Manager and Call Center Operations Lead to develop KPI measurements regarding internal team performance and execution.
  • Ensures compliance to company policies on pricing, business ethics, and sales cost management.
  • Maximizes company achievement in customer satisfaction by effective teamwork among sales, logistics, and supply chain, engineering, and accounting.
  • Ensures employees and processes operate in an environmentally responsible manner.

Requirements

  • Highly skilled in strategic planning, organization, and execution.
  • Excellent written and communication skills, with the ability to communicate to all levels of the organization.
  • High level of proficiency in Excel and PowerPoint and presentation skills with experience communicating on a management level.
  • Self-motivated, able to thrive in a fast-moving, and constantly evolving environment.
  • Strong business acumen with a history of using data to solve problems, deep analytical and technical mindset, and an ability to drive and own business relationships.
  • Multilingual, Spanish a plus.
  • Bachelor's degree (B.A.) from four-year college or university; and 5 plus years related experience or equivalent combination of education and experience strongly preferred.
  • Experience with ERP systems such as SAP strongly preferred.