Customer Service Manager
Hazleton, PA Hazleton, PA Full-time Full-time Estimated:
$62.
3K - $78.
8K a year Estimated:
$62.
3K - $78.
8K a year 2 days ago 2 days ago 2 days ago We are Forbo Flooring Systems, a leading global player in high-quality, commercial floor coverings & total solution flooring projects.
We have over a 65% market share in linoleum, making us a world leader in linoleum.
OUR VALUES Our customers are at the heart of our business.
Our products are innovative.
They inspire our customers to create individual environments.
Our people empower & motivate.
Our planet we protect, invest & create a better environment.
HOW YOU'LL MAKE AN IMPACT Provide leadership and performance management to the Customer Service Team that improves the customer experience, optimizes performance, and maxims profitability.
Drive process improvements within the customer experience, including sharing recommendations with our senior leadership team.
Act as a thought leader to identify trends in customer feedback, complaints, risk, and operational insights.
Develop and monitor key performance indicators for all customer-facing touchpoints WHO WE ARE LOOKING FOR An Experienced Manager:
You have at least 5
years management experience within a service organization - focused on providing a stellar customer experience and optimizing customer-facing processes.
A Natural Leader:
Your passion is to build a high-performance team, while fostering and encouraging a strong sense of camaraderie and collaboration A Techie:
You are highly proficient in business platform tools including ERP (preferably SAP), CRM, Excel, PowerPoint, Word, and Outlook.
An Innovator:
Where some may settle for status quo, you consistently strive to improve and continuously raise the bar! A Customer Service Professional:
You go the extra mile for customers and enjoy doing so! Essential Function Manage the overall day to day customer-facing activities and motivate the Customer Service Team to deliver the best possible customer experience Maintain cross-functional, collaborative working relationships with other team managers to insure successful execution of service commitments Develop and monitor key performance indicators for all customer facing touchpoints Develop and monitor individual and team performance to ensure quality standards are met or exceeded Identify additional training needs, plan training sessions and track performance improvement Analyze and draw insights from your work, including trends in customer feedback or behavior, root cause analyses, opportunities for improvement, and any other operational insights that can improve the customer experience or team performance Lead projects and/or implement changes that improve the customer experience or team performance Manage the online ordering platforms Ensure all customer service procedures are documented and up to date Manage department personnel issues including performance reviews, coaching, and progressive disciplinary actions as needed Perform other duties as assigned Required Skill Set Purpose-driven, customer-centric professional Strong understanding of business management and leadership principles Knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving customer facing issues Intrinsic ability to analyze information, evaluate processes, identify problems and trends, and develop effective solutions and strategies Excellent communication, interpersonal, coaching, and conflict resolution skills Heightened sense of urgency Advanced use of Microsoft programs, especially Excel and PowerPoint Education and Experience Bachelor's degree in business, management, or related field 5
years management experience Proven experience developing/supporting a high-performance team Experience working with supply chain Job Type:
Full-time
Benefits:
401(k) 401(k) matching Dental insurance Employee assistance program Health insurance Life insurance Paid time off Retirement plan Vision insurance Schedule:
Monday to Friday Education:
Bachelor's (Required)
Experience:
Management:
5 years (Required) Work Location:
In person.
Estimated Salary: $20 to $28 per hour based on qualifications.
$62.
3K - $78.
8K a year Estimated:
$62.
3K - $78.
8K a year 2 days ago 2 days ago 2 days ago We are Forbo Flooring Systems, a leading global player in high-quality, commercial floor coverings & total solution flooring projects.
We have over a 65% market share in linoleum, making us a world leader in linoleum.
OUR VALUES Our customers are at the heart of our business.
Our products are innovative.
They inspire our customers to create individual environments.
Our people empower & motivate.
Our planet we protect, invest & create a better environment.
HOW YOU'LL MAKE AN IMPACT Provide leadership and performance management to the Customer Service Team that improves the customer experience, optimizes performance, and maxims profitability.
Drive process improvements within the customer experience, including sharing recommendations with our senior leadership team.
Act as a thought leader to identify trends in customer feedback, complaints, risk, and operational insights.
Develop and monitor key performance indicators for all customer-facing touchpoints WHO WE ARE LOOKING FOR An Experienced Manager:
You have at least 5
years management experience within a service organization - focused on providing a stellar customer experience and optimizing customer-facing processes.
A Natural Leader:
Your passion is to build a high-performance team, while fostering and encouraging a strong sense of camaraderie and collaboration A Techie:
You are highly proficient in business platform tools including ERP (preferably SAP), CRM, Excel, PowerPoint, Word, and Outlook.
An Innovator:
Where some may settle for status quo, you consistently strive to improve and continuously raise the bar! A Customer Service Professional:
You go the extra mile for customers and enjoy doing so! Essential Function Manage the overall day to day customer-facing activities and motivate the Customer Service Team to deliver the best possible customer experience Maintain cross-functional, collaborative working relationships with other team managers to insure successful execution of service commitments Develop and monitor key performance indicators for all customer facing touchpoints Develop and monitor individual and team performance to ensure quality standards are met or exceeded Identify additional training needs, plan training sessions and track performance improvement Analyze and draw insights from your work, including trends in customer feedback or behavior, root cause analyses, opportunities for improvement, and any other operational insights that can improve the customer experience or team performance Lead projects and/or implement changes that improve the customer experience or team performance Manage the online ordering platforms Ensure all customer service procedures are documented and up to date Manage department personnel issues including performance reviews, coaching, and progressive disciplinary actions as needed Perform other duties as assigned Required Skill Set Purpose-driven, customer-centric professional Strong understanding of business management and leadership principles Knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving customer facing issues Intrinsic ability to analyze information, evaluate processes, identify problems and trends, and develop effective solutions and strategies Excellent communication, interpersonal, coaching, and conflict resolution skills Heightened sense of urgency Advanced use of Microsoft programs, especially Excel and PowerPoint Education and Experience Bachelor's degree in business, management, or related field 5
years management experience Proven experience developing/supporting a high-performance team Experience working with supply chain Job Type:
Full-time
Benefits:
401(k) 401(k) matching Dental insurance Employee assistance program Health insurance Life insurance Paid time off Retirement plan Vision insurance Schedule:
Monday to Friday Education:
Bachelor's (Required)
Experience:
Management:
5 years (Required) Work Location:
In person.
Estimated Salary: $20 to $28 per hour based on qualifications.
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