MANAGER OF CUSTOMER CARE – Global Manufacturing Company

Our client, a global manufacturing company headquartered in Peachtree Corners, has an immediate need for a Manager of Customer Care.

Who: Top Atlanta Manufacturing Company
What: Manager of Customer Care
When: Immediate Need
Where: Peachtree Corners
Why: Newly created due to growth
Salary: Base up to $80k +/- plus bonus/benefits package

PRIMARY RESPONSIBILITIES:

• Provide general day-to-day direction to team of Customer Care Representatives (CCRs) across assigned business function.
• Serve as escalation point of contact for customers
• Play a lead role in the development of processes/procedures that support the Customer Care vision, mission and values.
• Compile and review reporting/metrics to ensure that key organizational metrics are being met (order quality, productivity, etc).
• Partner/collaborate with Sales leadership to develop and support overall business market strategy (specifically with respect to top-line sales growth).
• Drive a culture of customer excellence through communication, collaboration and teamwork.
• Manage/develop team to include:
  • Assist in distributing workload
  • Assist in driving resolution of issues
  • Provide training, support and guidance
  • Handle all HR-related activities for team
• Ability to travel (approximately 20%) to plant locations to hire, train and develop Standard Operating Procedures for team.

REQUIREMENTS:

• Bachelor’s degree highly preferred
• 3+ years of experience supervising and/or managing a multi-site customer service team responsible for customer lifecycle management (entering/processing customer orders, resolving complex customer issues, ensuring complete customer satisfaction).
• Experience in the manufacturing industry (preferably in the building
• Advanced Microsoft Office Suite – including Excel, Word, PowerPoint, etc.
• Oracle & Salesforce experience highly preferred
• Experience collaborating with and engaging employees and peers in order to drive continuous improvement.
• Experience in developing and implementing action plans that will allow for desired KPIs to be achieved.
• Strong background in process/procedure/policy development.
• Experience partnering with senior leadership in order to develop business market strategy/growth plans.
• Strong analytical and problem-solving skills
• Management experience/leadership skills
• Excellent written, verbal & presentation skills
• Strong organizational skills including time management, project management and prioritization of tasks
• Ability to build relationships and all levels of the organization
• Strategic thinker with ability to identify opportunity areas and develop analysis to present to senior management
• Experience resolving complex issues in a demanding, fast-paced environment.

This is an exceptional opportunity to join a growing corporation with high visibility to the Executive Team.

For immediate consideration, please submit your resume to lori@stafffinancial.com.

Click here to apply online

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