AddressThe Customer Service (CS) Manager is responsible for managing the CS Team by ensuring the correct structure is in place to support day-to-day activities, answering questions, and assisting with problem resolution and decision making. The incumbent will motivate and provide effective leadership to achieve service goals and support for direct reports and develop a training matrix for the Customer Service department. The CS Manager will provide direction to Management to identify and communicate gaps and support needed to improve the customer experience across the businesses served. CS Manager will assist in developing action plans to improve, facilitate the execution of these plans, and communicate updates to the CS team and Management
The CS Manager will also provide cross-functional support to partner departments ensuring delivery of high quality service to internal and external customers resulting in an improved employee and customer experience. CS Manager supports the SGP businesses from Globe 012 and the ZirPro business from Globe 033.
Essential Functions:
- Manage assigned accounts, e.g. order entry, follow-up and email. Monitor and react to daily EXACT alerts. Respond timely to escalations from customers, managers and partner departments (finance, transportation, plants). Represent customer needs internally and work inter-departmentally to address them, ensure customer impact is considered in all decision making. Verify pricing, respond to inquiries, e.g. inventory availability, manufacturing lead time, technical questions, products and policies
- Supervise CSRs’ day-to-day activities, answering questions, providing training or assisting with problem resolution. Coach CSRs’ in developing creative problem-solving skills. Complete performance appraisals and oversee corrective action efforts. Recommend, develop and oversee advancement of CSRs’ goals. Manage department check-in meetings and conduct regular one on one meetings with the CSRs.
- Identify training needs of the team, seek out training resources, update team skills and training matrix. Manage the development the Customer Service training program. Insure cross training to maximize support across functions and businesses. Assess the structure of the CS team needed to best support the business and make recommendations to Management to improve.
- Recognize, recommend and implement service enhancements related to improving employee and customer experience. Be a digital champion, identify opportunities to streamline work processes and improve department efficiency exploring automation and digital tools solutions. Focus on standardizing processes through the businesses and department.
- Support and adhere to all procedures and company policies, reinforcing them with the team. Make recommendation to Management to improve the business processes with the integration of new ERP. Work jointly with SGP Management to insure that required functions and needs are identified with path to close necessary gaps.
Requirements
Bachelor's Degree (BA, BS or B.Com) is required
Minimum of 5 years of Customer Service experience in a Manufacturing Environment with 2-3 years supervisory experience is required
Experience using Salesforce and SAP; EXACT and QAD is preferred
Proficiency in Microsoft Office including Teams App is required
Ability to think critically to understand how problems impact all areas of the organization is required
Good business acumen is required
Additional Requirements
Ability to coach and develop employees, building effective teams in an ever changing environment is required
Ability to promote a positive and professional culture to bring out the best performance and morale of team members and co-workers is required
Understanding of different learning styles and the need to adapt communication/style appropriately is required
Ability to asses gaps and highlight needs to management with potential actions to improve customer experience. Develop and monitor action plan and communicate updates to the CS team and Management is required
Demonstrated ability to train and mentor others is required
Strong verbal and written communication skills with ability to effectively communicate at all levels is required
Highly motivated with the ability to work in an agile environment is required
Legal Statement
Saint-Gobain provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Saint-Gobain is an equal opportunity employer of individuals with disabilities and supports the hiring of veterans.
Job Reference: USA08028
