Customer Service Manager
Apply NowCompany: Halma plc
Location: Morrisville, PA 19067
Description:
Belong to a team where taking initiative, being adaptive, and inquisitive are valued.
The Customer Service Manager oversees customer service operations, trains and mentors staff, handles escalations, implements policies, and collaborates with other departments to ensure high customer satisfaction and compliance with industry regulations. Responsible to improve service efficiency, partner with the sales teams to maximize business development opportunities, modeling a culture of continuous improvement and ensuring customer service excellence across SunTech.
SUMMARY
The Customer Service Manager has responsibility for the strategic direction and day-to-day management of the customer service function. Through collaboration with cross-functional and field leadership, the Customer Service Manager will be responsible for identifying and leading projects designed to significantly improve SunTech Medical's delivery of goods and services globally.
Directs and oversees all aspects of SunTech Medical's customer service policies, objectives, and initiatives. Develops service level standards focused on order entry, response times and issue resolution. Establishes policies and procedures that produce high quality customer service delivery and that reflect the industry's best practices. Ensures that systems are in place and are utilized to capture and report on service metrics, including any customer feedback or trends in product or service issues.
This role supports the integrated forecasting and planning process to assist in delivering accurate demand forecasts fueling strong service and lower inventory. This individual will partner closely with Sales and Operations to develop and deploy long-term plans, direct and ensure appropriate planning processes and systems are in place and compliant with corporate policies.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
EDUCATION & QUALIFICATIONS:
Bachelor's degree (B. A.) from four-year college or university; five years related experience or equivalent combination of education and experience.
The individual must have obtained a minimum of five (5) years previous experience leading the customer service function in a customer-centric organization.
Experience supporting international customers is required.
Experience using Salesforce for document management, creating reports, and automation is highly preferred.
PHYSICAL DEMANDS & WORK ENVIRONMENT:
If you are passionate about making a positive impact on people's lives, come grow with us!
Not the right fit? Let us know you're interested in a future opportunity by clicking Introduce Yourself in the top-right corner of the page or create an account to set up email alerts as new job postings become available that meet your interest!
The Customer Service Manager oversees customer service operations, trains and mentors staff, handles escalations, implements policies, and collaborates with other departments to ensure high customer satisfaction and compliance with industry regulations. Responsible to improve service efficiency, partner with the sales teams to maximize business development opportunities, modeling a culture of continuous improvement and ensuring customer service excellence across SunTech.
SUMMARY
The Customer Service Manager has responsibility for the strategic direction and day-to-day management of the customer service function. Through collaboration with cross-functional and field leadership, the Customer Service Manager will be responsible for identifying and leading projects designed to significantly improve SunTech Medical's delivery of goods and services globally.
Directs and oversees all aspects of SunTech Medical's customer service policies, objectives, and initiatives. Develops service level standards focused on order entry, response times and issue resolution. Establishes policies and procedures that produce high quality customer service delivery and that reflect the industry's best practices. Ensures that systems are in place and are utilized to capture and report on service metrics, including any customer feedback or trends in product or service issues.
This role supports the integrated forecasting and planning process to assist in delivering accurate demand forecasts fueling strong service and lower inventory. This individual will partner closely with Sales and Operations to develop and deploy long-term plans, direct and ensure appropriate planning processes and systems are in place and compliant with corporate policies.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
- Leadership and Team Management:
- Lead and supervise the customer service team of 4 employees, ensuring productivity, training, and continuous improvement.
- Train, mentor, and develop customer service representatives.
- Motivate and inspire the team to achieve high performance and customer satisfaction.
- Conduct performance evaluations and provide feedback to team members.
- Recruit and hire customer service representatives as needed.
- Customer Service Operations:
- Oversee daily customer service operations, ensuring efficient and effective handling of customer inquiries and issues.
- Implement and maintain customer service policies and procedures to ensure consistent high-quality service.
- Develop and implement customer service strategies to improve customer satisfaction and retention.
- Monitor and analyze key performance indicators (KPIs) such as response time, resolution rate, and customer satisfaction scores (CSAT).
- Identify areas for improvement in customer service processes and implement solutions.
- Lead SunTech' s efforts to improve our customers' experiences. Create processes and procedures to ensure SunTech can provide a consistently positive experience for all customers.
- Mastery of ERP functionality and reporting.
- Customer Relationship Management:
- Build and maintain strong relationships with customers.
- Handle customer escalations and complex service issues in a timely and professional manner.
- Respond to customer inquiries and complaints in a timely and effective manner.
- Gather and analyze customer feedback to identify areas for improvement.
- Represent customer needs and concerns to internal stakeholders.
- Produces and analyzes statistical reports specific to customer satisfaction and forecasting/planning.
- Compliance and Quality:
- Ensure compliance with company policies and industry regulations.
- Partner with Quality department to ensure compliance to SunTech's QMS systems such as complaints.
- Maintain accurate records of customer interactions and service issues.
- Participate in quality assurance activities and audits.
- Stay up-to-date on industry trends and best practices in customer service.
- Cross-Functional Collaboration:
- Collaborate with sales, marketing, product, and other teams to improve the customer experience.
- Communicate customer feedback and issues to relevant departments to facilitate problem-solving.
- Work with other departments to ensure smooth order processing, shipping, and delivery.
- Lead cross functional teams to work through customer issues. This includes proactively communicating with external and internal teams, providing direction and oversight to the team members and ensuring customer and business needs are ultimately met.
- Collaborate with Sales, Product Management, and Operations in facilitating the forecasting for new product launches, expansions, and matured products.
- Budget Management:
- Manage the customer service department's budget and ensure cost-effective operations.
EDUCATION & QUALIFICATIONS:
Bachelor's degree (B. A.) from four-year college or university; five years related experience or equivalent combination of education and experience.
The individual must have obtained a minimum of five (5) years previous experience leading the customer service function in a customer-centric organization.
Experience supporting international customers is required.
Experience using Salesforce for document management, creating reports, and automation is highly preferred.
PHYSICAL DEMANDS & WORK ENVIRONMENT:
- Work is performed in a normal office environment
- Travel 0-3%
If you are passionate about making a positive impact on people's lives, come grow with us!
Not the right fit? Let us know you're interested in a future opportunity by clicking Introduce Yourself in the top-right corner of the page or create an account to set up email alerts as new job postings become available that meet your interest!