Mgr Customer Service Ii

We are Welbilt! We design, manufacture and supply best-in-class commercial food and beverage equipment for the global food service market. We empower you to grow with us. We recognize you and reward you. We win together as one team. Bring your passion for excellence to our table.

As Manager Customer Service – you will lead the Customer Service organization and drive a customer focused, responsive attitude through to the end user of the market for Welbilt brands. This position will manage customer challenges and opportunities through a process-focused approach and will lead the Lean Office Program; which establishes best practices and customer satisfaction indexes.

This position will report to the VP KitchenCare and the location will be a remote or hybrid, based in the US.

KitchenCare is the aftermarket engine for all Welbilt brands; including service and solutions, for the most powerful kitchen equipment. KitchenCare provides the proactive preparation our customers need to operate day in and day out to maximize efficiencies.

MAJOR ACCOUNTABILITY:

• Effective development, documentation, training, and administration of processes, products, pricing, promotional programs and cross-trained personnel.
• Leads Customer Service team/Lean Office program to ensure the execution of sales order entry and order management to meet all business requirements and individual and team goals.
• Leads program’s quality of the answers and solutions brought to the logistics process.

KEY TASKS & RESPONSIBILITIES:

• Plans, directs, supervises, trains and motivates Customer Service staff. Is consistently aware of sales activity and plans accordingly to ensure maximum customer support. Maintain / Develop meaningful metrics and ensure goals are met. Sets the strategic direction for the team that aligns with company objectives and creates an environment / culture to exceed customer expectations.
• Provides support, issue resolution, and runs interference as needed. Identifies and escalates unresolved customer concerns or operational issues to the proper individual or department.
• Develops, implements, and manages pricing modifiers within ERP system to accurately price product and capture program costs. Responsible for gaining proper approvals on all programs and the overall budget for the department.
• Lead Customer Service group to ensure the execution of sales order entry and order management to meet all business requirements including headcount, budget, accuracy, cost, responsiveness, and timely resolution.
• Fosters continuous Improvement culture to allow the organization to streamline activities and optimize the experience with the customer. Transaction efficiencies with automation, common practices, and eliminating waste as means to drive performance.

EDUCATION & EXPERIENCE:

• Bachelor’s degree is preferred.
• Minimum of 8 years of relevant product, Customer Service and management experience, required.

SKILLS & ABILILITIES:

• Ability to work with others and execute efficiently in a matrix environment.
• Strong organizational skills and sense of urgency.
• Knowledge and experience working with MS Office applications; ability to operate all related equipment for the role.
• Customer oriented; capable of effectively dealing with all levels of internal and external contacts in a professional manner.
• Demonstrated understanding of logistics, transportation rules and computer systems.
• Effective communications and interpersonal skills.
• Strong planning, problem solving and analytical skills.
• Able to function in a fast-paced environment coping with frequent changes, delays or unexpected events.
• Ability to communicate with tact effectively – written and verbal.
• Ability to travel up to 25% of the time.
• Ability to stand/sit for long periods of time.

OUR BENEFITS:

We believe that our people are one of our most valuable assets. That’s why we provide our employees with a competitive benefits package that helps protect their health, income and lifestyle. Some offerings are dependent upon the role, work schedule, or location, and can include the following:

• Competitive wage
• Healthcare (medical, dental, vision)
• 401(k) savings plan
• Wellness Program
• Supplemental Health Plans
• Employee Assistance Program
• Training and Development
• Tuition Assistance
• Holiday Pay opportunities
• Employee discounts
• Paid Time Off (PTO)
• On-the-job training and skills development
• Basic Life Insurance
• Leave Program
• Employee Events and more…

For more company information, visit www.welbilt.us.com.

Welbilt, Inc. is an equal opportunity employer which values diversity in the workplace. All applicants shall receive equal consideration and treatment in employment without regard to race, color, religion, ancestry, national origin, age, sex, marital status, familial status, medical condition, or any other status protected by law. All recruitment, hiring, placements, transfers and promotions will be on the basis of individual skills, knowledge, abilities, and business need.