Customer Service Operations Manager
2 weeks ago
James Hardie Building Products Inc. is a leading manufacturer of fiber cement home siding and exterior design solutions. We are seeking an experienced Associate Customer Service Manager to join our team in Chicago.
Job Summary:The Associate Customer Service Manager will be responsible for leading a team of customer service representatives, ensuring excellent customer experience, and driving operational efficiency. This role will report directly to the Manager - Customer Operations and will be accountable for the daily operations of the team, performance management, and development of individual team members.
Key Responsibilities:- Lead a team of up to 15 customer service representatives, providing guidance, coaching, and development opportunities.
- Develop and implement strategies to improve customer satisfaction, loyalty, and retention.
- Collaborate with cross-functional teams, including Customer Operations, Planning, Sales, Transportation, and the Channel, to ensure seamless customer experience.
- Manage weekly order flow, ensuring timely and accurate processing, and minimizing the impact of shortages.
- Identify and implement process improvements to enhance operational efficiency and customer satisfaction.
- Develop and manage projects to improve customer experience, workflow, and efficiency.
- Bachelor's Degree preferred and/or related work experience.
- Four or more years of progressive responsibility in a customer-facing environment required.
- Two or more years of experience managing people is required.
- Demonstrated ability to build strategic working relationships, hold parties accountable, and coach others.
- Demonstrated ability to identify and understand issues or problems using data and metrics.
- Demonstrated ability to use effective approaches for choosing a course of action or developing an appropriate solution.
- Demonstrated ability to act independently upon information and make decisions that achieve optimal results.
- Superior interpersonal and written/oral communication skills.
- Demonstrated intermediate skills with standard features of various personal computer word processing and spreadsheet software.
- Ability to successfully manage multiple tasks and prioritize workload while paying attention to detail.
- Demonstrated ability to function as a strong team player.
- Willingness and ability to travel as appropriate, up to 15% of the time.
- Comprehensive low-cost health insurance benefits for every 30+ hour full-time employee.
- 401(k) retirement plan that will match 100% of employees' saved dollars up to the first 6% of their salary.
- Paid holidays, paid vacation, including Jury Duty and bereavement leave.
- Wellness Program.
- Employee Assistance Program.
- Parental Leave.
- Community Involvement & Sustainable Solutions.
At James Hardie, we recognize that our success depends on our people. We've worked hard to build a generous and competitive benefits program that demonstrates our commitment to our employees.
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