MTE Customer Service Manager

Our Customer Service Manager will be supporting an international team.  While we prefer this role to be onsite in our Franklin TN office we will consider a remote/hybrid role with the expectation to travel to Franklin TN as well as other MTE locations and customer sites. Our ideal Customer Service Manager will be able to:

• - Manage day-to-day leadership of Customer Service team: onboarding training development Q&A responses coaching
• - Daily production support (delegation oversight approvals)
• - Customer Issue Management: escalation from reps; manage exceptions complaints sensitive issues
• - Monitor service performance: lead team on hitting KPIs SLAs and quality targets
• - Manage staffing needs & shift coverage
• - Stakeholder engagement (Voice of the Customer)
• - Deep understanding of customer service workflows and resolution frameworks
• - Development and management of SLAs KPIs queue management workload balancing
• - Deep working knowledge of products & services
• - Understanding of internal process touchpoints
• - Customer communication protocols & brand standards

This is not an exhaustive list of tasks and our Customer Service Manager will be expected to bring a collaborative and team mentality to continue to help move the busness and our customers forward.




 

Qualifications :

• Bachelors Degree in Business Administration Marketing or similar (experience considered in lieu of degree)
• 3-7 years in customer service manufacturing and B2B preferred
• 2 years leading or supervising a team
• Onboarding training developing new team members
• Proven track record managing escalations 
• Managing SLAs KPIs or customer performance metrics
• Scheduling or shift coverage management
• Building or improving customer-facing processes
• Building or improving customer communication templates
• Hands-on experience with CRM
• D365 experience and knowledge
• Exposure to process improvement

Additional Information :

All your information will be kept confidential according to EEO guidelines.

Please note this job description is not designed to cover or contain a comprehensive listing of activities duties or responsibilities that are required of the employee for this job. Duties responsibilities and activities may change at any time with or without notice.

McWane is a Federal VEVRAA contractor and an Equal Opportunity Employer committed to providing equal employment opportunity in all employment practices. McWane will not discriminate against any applicant for employment because of their race color religion sex national origin age sexual orientation disability veteran or service member status marital status citizenship status (In IL - sex including same sex ancestry order of protection status physical or mental disability military status pregnancy unfavorable discharge status genetic information) (In IA - gender identity) (In CA- gender identity or expression and genetic information) or any other category protected by federal state or local law.

Please note this job description is not designed to cover or contain a comprehensive listing of activities duties or responsibilities that are required of the employee for this job. Duties responsibilities and activities may change at any time with or without notice.
McWane is a Federal VEVRAA contractor and an Equal Opportunity Employer committed to providing equal employment opportunity in all employment practices. McWane will not discriminate against any applicant for employment because of their race color religion sex national origin age sexual orientation disability veteran or service member status marital status citizenship status (In IL - sex including same sex ancestry order of protection status physical or mental disability military status pregnancy unfavorable discharge status genetic information) (In IA - gender identity) (In CA- gender identity or expression and genetic information) or any other category protected by federal state or local law.

Remote Work :

No

Employment Type :

Full-time