Customer Operations Manager (Call Center)

Fluidra's seeking a Customer Operations Manager to join our team at our Office in West Valley City, UT.

WHAT YOU WILL CONTRIBUTE

This position is responsible for the management of all customer service, technical and warranty support, and order processing functions. This role works closely with field service and sales, marketing and engineering teams to ensure customer satisfaction goals are met. Must be a true customer advocate and have strong working relationships throughout the organization in order to drive and influence change. Additionally, you will:

• Conceptualize, plan, design and implement improvements to various technical and warranty processing and delivery systems [online self-service tools, phone system/menus, online warranty claims processing system (ZWCS), etc.]
• Respond to complaints and escalations raised by various types of customers including distributors, dealers, and consumers.
• Daily review of entered purchase orders, following up with staff to ensure that orders are processed to department guidelines.
• Work closely with the scheduling team to ensure customer's order need are met, identify potential issues, and provide solutions to customers on long-lead time delays.
• Write policies and procedures pertaining to customer communications (e.g., call handling), warranty claims processing, and related topics.
• Utilizing phone system, ensure that incoming calls to all phone queues are adequately staffed, and answered in a timely manner.
• Monitor a wide array of metrics including reports on hold times, processing speed, and order fulfillment, and adjust or create departmental guidelines in an effort to improve service levels.
• Advocate Cover-Pool's reputation and brand image, through customer education on customer sales policies.
• Responsible for organizing department metrics for presentation to Customer Experience management team.
• Work closely with executive leadership to ensure company goals are met.
• Review and edit manuals, bulletins and other product-related literature.
• Participates in the hiring and discipline action for direct reports and contribute input towards the evaluation of each employee among all areas.

WHAT WE SEEK

• 5+ years of management experience with direct oversight of teams of 10-15 persons.
• 3+ years management of a Customer Service team.
• Ability to quickly absorb and analyze detailed information and render decisions and/or take action based on a full circle understanding of the circumstances at hand.
• Ability to effectively present information to, and respond to questions from, customers, staff members and senior managers.
• Working knowledge of Office 365 tools.
• Advanced Excel skills, including VLOOKUPs, pivot tables, and graphs.
• Must be able to work with minimal supervision in a fast-paced environment and have the ability to multi-task.
• Polished communication skills and the ability to proactively identify potential issues and communicate to organization.
• Experience working within a Customer Service, Sales and/or Marketing environment.
• Experience with Navision a plus
• Knowledge of inContact phone systems desired is preferred
• Pool and Spa Industry experience preferred

EDUCATION

• College degree strongly preferred. High school diploma or equivalent required.

An exciting opportunity to dive in and begin your career with a company that offers a competitive total rewards package that includes:

• 3 weeks of paid vacation
• 11 paid Holidays
• Full range of health benefits including medical, dental & vision, short & long-term disability
• 401(K) matching (100% of first 3% contributed, 50% of the next 2%)
• Health and wellness programs / gym reimbursement
• Educational assistance up to $7,000 per year
• Company sponsored FUN events!
• Generous product discounts

WHO WE ARE

Fluidra is a publicly listed company focused on developing innovative products, services and IoT solutions for the residential, commercial and wellness pool markets, globally. The company operates in over 45 countries, has over 7,000 employees and owns a portfolio of some of the industry's most recognized and trusted brands: Polaris, Jandy, CMP, S.R. Smith, and Zodiac. We also sell products under the CoverPools, iAquaLink, Grand Effects, Dell and Nature2 names. With these combined resources we're able accelerate innovation in critical areas like energy-efficiency, robotics and the Internet of Things.

Our focus is on creating the perfect pool and wellness experience responsibly. We take our mission to heart, and our employees embody these guiding principles in everything we do:passion for success,honesty & trust, customer collaboration,teamworkand inclusion,learn and adapt,excellence and innovation.

Don't meet every single requirement listed? At Fluidra, we thrive on building an inclusive workspace, so if you are excited about this role and your past experience doesn't align perfectly, we encourage you to apply anyways! You may be just the right candidate for this role or another role in the organization. Fluidra is proud to be an equal opportunity employer. Fluidra recruits, employs, trains, compensates and promotes regardless of race, religion, color, national origin, sex, disability, age, veteran status, or any legally protected characteristic.

#onsite