Customer Service Manager
Customer Service Manager
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Salary Not Disclosed
1 Vacancy
Job Description
What You Will Do
The Clarios Customer Service Manager will lead our customer support team in delivering best in class customer experiences to our U.S. and Canadian customer base. This role is responsible for overseeing daily operations managing a team of customer service representatives and ensuring a high standard of service across all communication channels including phone email and online platforms in Clarios US Call Center.
- Lead coach and develop a team of customer service representatives to meet performance goals and service standards.
- Drive mid-year and annual performance reviews for all team members.
- Monitor and analyze customer service metrics to identify trends areas for improvement and training needs.
- Serve as a Tier II escalation point for all customer service agents to resolve customer issues with professionalism and a focus on resolution.
- Implement and maintain customer service policies procedures and best practices.
- Provide timely accurate and professional support ensuring customer satisfaction and issue resolution.
- Document interactions and maintain detailed records in the companys CRM systems.
- Manage and resolve customer concerns related to warranty claims for Clarios products including OPTIMA batteries purchased through the website or authorized retailers such as Amazon.
- Collaborate with cross-functional teams including Sales Logistics and Technical Support to resolve customer issues and improve service delivery.
- Ensure compliance with company policies and industry regulations.
- Support continuous improvement initiatives to enhance the customer experience.
How You Will Do It
- Manage a team of five to ten customer service representatives in person or remote with the assistance of call center leadership.
- Inquiries will be fielded via Ring Central telephony platform and via email through the Salesforce CSM
What We Look For
Required:
- Bachelors degree in communications Business or related field (or equivalent experience)
- 3 years of experience in customer service with at least 1 year in a supervisory or managerial role.
- Strong leadership communication and interpersonal skills.
- Excellent verbal and written communication skills are essential for conveying information clearly and effectively.
- The ability to attentively listen to customers understand their concerns and respond appropriately is crucial.
- Basic computer skills for navigation call center and telephony software.
- Problem solving skills and the ability to handle pressure are critical.
- Ability to collaborate effectively with team members managers and leadership.
- Ability to analyze data and make informed decisions.
- Experience in a high-volume fast-paced customer service environment preferred.
- Ability to work in the greater Milwaukee area.
Preferred:
- Minimum of 35 years of experience in a call center environment with a proven track record in a supervisory or managerial role overseeing customer service operations.
What you get:
- Medical dental and vision care coverage and a 401(k) savings plan with company matching all starting on date of hire
- Tuition reimbursement perks and discounts
- Parental and caregiver leave programs
- All the usual benefits such as paid time off flexible spending short-and long-term disability basic life insurance business travel insurance Employee Assistance Program and domestic partner benefits
- Global market strength and worldwide market share leadership
- HQ location earns LEED certification for sustainability plus a full-service cafeteria and workout facility
- Clarios has been recogizned as one of 2024s Most Ethical Companies by Ethisphere. This prestigious recognition marks the second consecutive year Clarios has received this distinction.
Who we are:
Clarios is the force behind the worlds most recognizable car battery brands powering vehicles from leading automakers like Ford General Motors Toyota Honda and Nissan. With 18000 employees worldwide we develop manufacture and distribute energy storage solutions while recovering recycling and reusing up to 99% of battery materialssetting the standard for sustainability in our industry. At Clarios were not just making batteries; were shaping the future of sustainable transportation. Join our mission to innovate push boundaries and make a real impact. Discover your potential at Clarioswhere your power meets endless possibilities.
Veterans/Military Spouses:
We value the leadership adaptability and technical expertise developed through military service. At Clarios those capabilities thrive in an environment built on grit ingenuity and passionwhere you can grow your career while helping to power progress worldwide. All qualified applicants will be considered without regard to protected characteristics.
We recognize that people come with a wealth of experience and talent beyond just the technical requirements of a job. If your experience is close to what you see listed here please apply. Diversity of experience and skills combined with passion is key to challenging the status quo. Therefore we encourage people from all backgrounds to apply to our positions. Please let us know if you require accommodations during the interview process by emailing . We are an Equal Opportunity Employer and value diversity in our teams in terms of work experience area of expertise gender ethnicity and all other characteristics protected by laws in the countries where we operate. For more information on our commitment to sustainability diversity and equal opportunity please read our latest report. We want you to know your rights because EEO is the law.
A Note to Job Applicants: please be aware of scams being perpetrated through the Internet and social media platforms. Clarios will never require a job applicant to pay money as part of the application or hiring process.
To all recruitment agencies: Clarios does not accept unsolicited agency resumes/CVs. Please do not forward resumes/CVs to our careers email addresses Clarios employees or any other company location. Clarios is not responsible for any fees related to unsolicited resumes/CVs.
Required Experience:
Manager
Employment Type
Full-Time
