Customer Service Manager

4 weeks ago


Urbana, Ohio, United States Rittal LLC Full time
Job Description

Rittal North America is seeking a highly skilled Customer Service Manager to lead our customer service teams. As a key member of our organization, you will be responsible for ensuring the highest level of customer satisfaction and enhancing the customer experience.

Key Responsibilities:

  • Be the Voice of the Customer throughout the organization
  • Define expectations & standards for team performance and manage accordingly
  • Oversee hiring department staff to ensure efficiency and effectiveness
  • Provide feedback to functional departments on performance and work to make improvements to processes to better service
  • Monitor and track budget to ensure adherence
  • Take part in and/or spearhead essential meetings to cultivate a performance-oriented culture
  • Monitor, measure & evaluate the quality of response to ensure the appropriate service levels
  • Working with the CS Supervisors identifying staff training and coaching requirements & needs
  • Develop and implement strategies & policies to improve customer relationships and loyalty
  • Ensure success in meeting & exceeding Customers' expectations
  • Liaise with other departments to support the quality of service
  • Implement and support growth strategies of the organizations
  • Identify & implement tools to enhance the customer experience
  • Participate in Trade Shows and Customer Visits

Requirements:

  • 5+ years of experience managing customer service team
  • Excellent communication skills both verbal and written
  • Strong listening, analytical and problem-solving skills
  • Effectively handle stressful calls in a professional manner
  • Listens and follows the direction


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