Customer Service Manager
Customer Service Manager
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Job Description
YOUR ROLE & RESPONSIBILITIES
- Regional Responsibilities:Responsible for driving measurable improvements to increase service metrics (customer
health customer satisfaction overall customer experience) and financial outcomes (billing accuracy upsells net
retention) while remaining aligned with organizational business objectives. - Data Management Skills:Responsible for datadriven decision making and realtime account intelligence (at scale)
to provide teams across specified region with key insights needed to improve the customer experience efficiently
and effectively. - Leadership:Ability to focus on the process not just the outcomes to maintain motivation across the team and
skillfully balance expected results with acknowledgement and celebration of the process. Must be able to
continually embrace an evolutionary approach seeking new methods to improve individual and team performance
while adopting best practices to align with employee strengths. - Communication:responsible for effective communication both internally and externally. The Regional Customer
Service Manager will establish and enforce processes to create fewer touch points for the customer to successfully
receive pertinent information. Responsible for establishing and supporting defined processes for consistent clear
and timely communication from our Customer Service team to the customer. This role is responsible for driving
effective crosscollaboration with internal stakeholders external ecosystem and customers a vital function to
collective success. - Development:Responsible for both leading and assigning training performance reviews and employee development as it relates to the teams needs and goals.
- Drive Order to Cash Process Efficiencies:Regularly partner and collaborate with business and functional leadership to design solutions to meet Commercial initiatives and revenue targets. Responsible for booking all revenue within one or more regions accurately and ontime and for providing tools and process globally to support regional performance targets.
- Deliver Contextual Based Support:responsible for team related efforts to unify and standardize customer information across all systems to create visibility and establish accessibility for customer specific data availability. The Customer Experience is reliant upon the Customer Service teams agility response time and their capacity to consistently access the same data regardless of location to resolve customer inquiries in a single interaction.
- Innovate The Customer Journey:responsible for supporting efforts and driving intentional behavior to build trust and present value to the customer to establish or nurture longlasting customer relationships. Customer Facing Collaboration to Adopt New Internal Processes and best support both the customers business requirements and internal revenue growth. Examples include:
- Promote digital resources with internal teams and the customer to increase ease of doing business with the organization.
- Leading and promoting surveys creating internal or customer led focus groups and benchmarking best practices.
- Support Efforts in Both Human and Automated Service Processes:Responsibilities may include:
- Creating defining and driving enhanced communication manageability practices.
- Identifying manual processes that can be automated to positively impact efficiency and Customer Satisfaction.
- Creating and delivering training to expand crucial Customer Service skills and encourage personal development.
YOUR PROFILE
Education and Experience:
- 10 years of Customer Service experience.
- 4 years in a leadership capacity while leading teams of 20 or more.
- Bachelors degree preferred or equivalent education and experience.
- Experience working on transformational programs or Change Management initiatives
- Graduate degree in business management social science (or related field) preferred
- Proven track record building customer centric teams and Customer Support/Success technology domain
knowledge preferred - Order to Cash experience (PO to invoice) ERP expertise and an understanding of integrated technologies.
- CRM Experience required preferably Salesforce
OUR OFFER
We aim to create an environment where the best people want to work where they can turn their passion into their job and realize their full potential.
- Individual development onthejob training and development programs designed to help our employees grow in their careers.
- Paid parental leave
- Education assistance program
- Employee assistance program
- Various healthcare plan options as well as 401(k)
INTERESTED
We look forward receiving your application.
Brenntag and its subsidiary companies will provide equal employment opportunities to all applicants without regard to any category protected by federal state or local law including as applicable applicants actual or perceived race color religion creed sex sexual orientation gender identity or expression (including transgender status) gender (including pregnancy childbirth lactation and related medical condition) genetic information military service national origin ancestry citizenship status age veteran status physical or mental disability protected medical condition as defined by applicable federal state or local law political affiliation marital status membership in an employee organization parental status expunged juvenile record or any other status protected by federal state or local law. Brenntag will provide reasonable accommodations to allow an applicant to participate in the hiring process (e.g. accommodations for a test or job interview) if so requested. When completing this application you may exclude information that would disclose or otherwise reference your race religion age sex genetic veteran status disability or any other status protected by federal state or local law. This application is considered current for sixty 60 days only. At the end of this period if you are still interested in employment it will be necessary for you to reapply by completing a new application.
If you are a qualified individual with a disability or a disabled veteran you may request a reasonable accommodation if you are unable or limited in your ability to access job openings or apply for a job on this site as a result of your disability. You can request reasonable accommodations by contacting Human Resources at (phone tty fax email etc..
Brenntag North America Inc. and its subsidiaries use EVerify a governmentrun webbased system that allows employers to confirm the eligibility of their employees to work in the United States. For more information please go to or view the poster at TA Team
Required Experience:
Manager
Employment Type
Full-Time
