Customer Service Manager

For more than 80 years, our client’s engineers and product specialists have partnered with customers to produce highly engineered connectivity and sensing solutions that make a connected world possible. Their focus on reliability, durability, and sustainability exemplifies their commitment to progress. The unmatched range of their product portfolio enables companies, large and small, to turn ideas into technology that can transform how the world works and lives tomorrow.

Role Description:

• As a Manager in Solution Center, you will be at the forefront of driving transformational strategies focused on creating exceptional customer experiences.
• Your leadership will be pivotal in establishing our brand as the preferred supplier by fostering strong customer relationships and steering your team towards unparalleled service excellence and growth

Responsibilities:

• Lead with Accountability: Spearhead your team to achieve specific departmental goals, focusing on delivering a superior Customer Experience.
• Cultivate Customer Relationships: Empower your team to enhance and expand customer engagement.
• Talent Acquisition and Development: Recruit and nurture top talent, building a team that embodies our vision and drives organizational transformation.
• Champion of Change: Lead by example in adopting transformation initiatives and fostering a culture of positive change.
• Operational Excellence: Instill a mindset of continuous improvement, enhancing team efficiency and service quality.
• Career Development: Offer opportunities for team growth and development, preparing them for future career advancements.
• Cross-Functional Collaboration: Work seamlessly with internal partners in different BU’s, engineering, planning, and sales to ensure comprehensive customer support

Requirements:

• Experience in a shared service environment.
• Stake Holder management experience
• Track record of successful change management in Customer Care.
• Leadership experience in large, multi-layered teams.
• 8 + years in multinational Customer Care operations, with at least 5 years in a relevant role.
• Effective collaboration across all organizational levels.
• Industry-specific experience is advantageous.

Skills:

• Customer-centric mindset.
• Strong business acumen.
• Leadership across international teams.
• Servant Leadership approach.
• Results-oriented with multitasking capabilities.
• Agile and adaptable in driving change. Excellent communication, persuasion, and interpersonal skills.
• Ability to forge strong cross-functional relationships.
• Influential leadership without direct authority.
• Collaborative and proactive attitude.

Key Performance Measurements:

• Strategy, Execution, and Talent (SET) Customer Effort Score.
• First Contact Resolution Efficiency/Productivity Improvement.
• Employee Engagement. 
• Attrition Rates.