Overview In this role you will lead and mentor a Customer Service team to satisfy and grow business with customers, while elevating the value proposition of the service organization. You'll partner with sales and operations to streamline order entry, resolve issues, and improve processes. The position focuses on delivering excellent customer experiences, managing risk and policy exceptions, and coaching the team to hit service metrics at scale. This is a chance to shape service delivery in a global manufacturing environment that supports grid modernization.
Responsibilities- Lead and supervise the CS team to satisfy, transact, communicate, and resolve customer solutions
- Improve the customer experience and drive engagement and growth
- Manage and monitor order entry per company guidelines and ensure PO reviews meet contractual requirements
- Discuss important quotations, POs, returned goods requests and key transactions with team members and leadership
- Review customer terms and conditions and resolve exceptions to satisfaction
- Ensure accurate and timely order processing and shipping
- Own customer issues from initiation to resolution
- Collect customer feedback on services, products, and processes
- Study and redesign processes, establish service metrics, monitor results, and implement changes
- Serve as primary training/coaching resource and identify additional training needs
- Assess workloads and allocate team resources to meet business needs
- Explain company policies and procedures to customers and team members
- Approve Return Goods Authorizations, Warranties, and Credits within guidelines
- Monitor customer deductions and PPI's and meet department cycle time goals
- Evaluate sales policies and recommend changes as necessary
- Prioritize product allocation to meet emergency customer requirements
- Contribute to other department projects as assigned
Key requirements- BA/BS in Business or Marketing related fields preferred
- Minimum 5 years customer service experience and/or project management preferred
- leadership and people management
- strong communication and collaboration
- problem-solving and conflict resolution
- order entry process management
- process improvement and metrics
- policies and procedures comprehension
