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Customer Service Manager

2 months ago

Richardson, Texas, United States HARMAN Full time
About the Role

The Customer Service Manager is a key strategic and operational leadership role responsible for providing solutions and support to customers, developing team competences and skills, driving continuous improvement, and developing operational requirements, processes, and technology to achieve customer satisfaction with optimal cost to the organization.

Key Responsibilities
  • Be a change agent: Improve customer service quality by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results.
  • Analyze and streamline processes to measure and manage operating costs. Improve existing product quality feedback loop to ensure product issues are communicated to the engineering/manufacturing/quality teams efficiently.
  • Strategically lead and develop a team to enhance performance by setting clear accountable performance measures.
  • Responsible for Profit and Loss, or Profit Centre/Cost Centre Budgets, reducing the overall cost of service.
  • Create a culture and processes which achieve the business goals and objectives with regards to their customer service.
  • Improve NPS (Net Promoter Score), CSAT (Customer Satisfaction), or other Customer Metrics.
  • Empower and Engage the Customer Service Team.
  • Improve case resolution.
  • Identify new tools and technologies to better serve the customer.
  • Drive better sales through service.
  • Use Customer Insight and Root Cause Analytics to identify companywide improvements and present these to the Senior Stakeholder Peers.
  • Act as the Voice of the Customer across the organization.
  • Identifying and providing feedback through 1:1s, effective use of personal development plans and provision of coaching & development opportunities.
  • Continually develop improvements and embed successful change projects.
  • Drive quality and consistency in the process, customer interactions, and products.
  • Handle customer escalations.
  • KPI tracking and continuous improvement development.
  • Manage reverse logistics operations.
Requirements
  • Experience of managing operational customer service teams.
  • Strong strategic and customer focus with a clear understanding of the wider issues impacting the relevant markets.
  • Proven Management and/or relationship management experience.
  • Established track record of exceeding targets, KPIs SLAs.
  • Able to interpret data and develop strategy to drive improvements.
  • Demonstrate ability to motivate and communicate with others at all levels.
  • Influential relationships skills. Able to use these relationships to deliver service improvements.
  • Excellent communication and negotiation skills.
  • Able to adapt and succeed in a changing environment.
Eligibility
  • Willingness to work in an office in Richardson, TX.
  • Willingness to work across multiple time zones when needed.
  • Any offer of employment is conditioned upon the successful completion of a background investigation and drug screen.