Customer Support Manager - Building Products

Here at Siemens, we take pride in enabling sustainable progress through technology. We do this through empowering customers by combining the real and digital worlds. Improving how we live, work, and move today and for the next generation! We know that the only way a business thrives is if our people are thriving. That's why we always put our people first. Our global, diverse team would be happy to support you and challenge you to grow in new ways. Who knows where our shared journey will take you?
We are looking for a Customer Support Manager for your Buffalo Grove, IL location. This will be a hybrid work situation where you are onsite a few days and working from home a few days. This management role will be managing remote and dispersed teams internationally.
Position Overview
Our Smart Buildings help to create efficient, safe, responsive, and responsible environments. Our aim isn't just about improving buildings; it's about creating perfect places that improve peoples' lives. This position manages the Customer Support team while providing excellent service to the customer. In this role, you will resolve emergency and escalation issues, ensure appropriate staffing levels for planned order volumes and drive automation of customer service processes to improve efficiency and customer satisfaction.
You will make an impact by:
Responsibilities:

• Leading Customer Support organization to a best-in-class customer experience while driving all digital objectives to improve customer service response, quality, and efficiency.
• Regularly monitoring and measures customer satisfaction levels and takes corrective action when needed.
• Working cross-functionally across Building Products - Americas region to drive projects to improve customer experience.
• Managing all aspects of the e-ordering projects to ensure that organizational goals are met
• Identifying areas of opportunity to streamline processes and procedures using technology enhancements and project management skills
• Continuously balancing improvements in service levels, average time to reply, same day and one call resolutions.
• Developing and lead logistics and customer services projects to improve delivery performance, operating costs, customer satisfaction
• Cultivating and maintaining effective work relationships with BP divisional region management, BP business unit region management and global BP SCM and Logistics functions.
• Working closely with sales teams and branches to ensure customer alignment and support functions are in place to maintain an uninterrupted service model.
• Developing strategies on e-order improvements and to improve online ordering experience.

Your success is grounded in:

• Bachelor's degree
• 10+ years is customer service function in roles of increasing responsibility
• Must be 21 years of age and possess a valid driver's license with limited violations.
• Qualified Applicants must be legally authorized for employment in the United States. Qualified Applicants will not require employer-sponsored work authorization now or in the future for employment in the United States.

Preferred Qualifications:

• Proficient in Microsoft Office and business software systems.
• Excellent organizational and interpersonal skills
• Good verbal and written communication skills in English.

You will benefit from
Siemens offers a variety of health and wellness benefits to employees. Details regarding our benefits can be found here: https://www.benefitsquickstart.com/siemens/index.html
The pay range for this position is $114,800-$196,800. The actual wage offered may be lower or higher depending on budget and candidate experience, knowledge, skills, qualifications, and premium geographic location.
At Siemens, we value diversity as the inclusion of and collaboration of different thinking, background, experience, expertise and individual qualities across all organization levels and dimensions. We encourage and support our employees to develop their personal skills and strengths, regardless of gender identity, nationality, age, religious beliefs etc... We believe diversity strengthens our innovative capacity, unleashes the potential of Siemens' employees, and thereby directly contributes to our business success.
We value your unique identity and perspective and are fully committed to providing equitable opportunities and building a workplace that reflects the diversity of society. Come bring your authentic self and create a better tomorrow with us.
Protecting the environment, conserving our natural resources, fostering the health and performance of our people as well as safeguarding their working conditions are core to our social and business commitment at Siemens.
Create a better #TomorrowWithUs
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Siemens is an Equal Opportunity and Affirmative Action Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to their race, color, creed, religion, national origin, citizenship status, ancestry, sex, age, physical or mental disability unrelated to ability, marital status, family responsibilities, pregnancy, genetic information, sexual orientation, gender expression, gender identity, transgender, sex stereotyping, order of protection status, protected veteran or military status, or an unfavorable discharge from military service, and other categories protected by federal, state or local law.
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