Customer Care Leader: Drive Service Excellence

Hyperion Solutions; Richmond (IN); On-site; USD 85,000 - 110,000; Full time

Benefits offered by this job

Competitive salary

Generous benefits package

Job summary

Hyperion Solutions is seeking a Manager of Customer Care to lead our Richmond, IN team within the Commercial group. You will supervise a team of customer service, technical sales and after-sales representatives, ensuring exceptional service delivery and a positive work environment.

Reporting to the Director of Customer Care, you will drive performance against goals, monitor metrics, and collaborate across departments to streamline workflows while supporting team development and operational

Qualifications

• BS/BA in business, mechanical engineering or related field preferred.
• Five or more years of configured industrial product sales experience preferred.
• Three or more years in a management role preferred.
• Must be mechanically inclined, analytical, creative and be able to work in a team environment.
• Must possess superior skills in organization, communication, problem solving, understanding customers’ decision-making process, verbal and written communication and multitasking.
• Must have prompt and regular attendance, a sense of urgency, self-motivation, and discipline.
• Experience with Salesforce, Tableau or other analytics platforms preferred.

Responsibilities

• Supervise a team of customer service and sales reps, providing guidance and performance feedback.
• Lead by example, promoting a positive, collaborative work environment.
• Conduct regular team meetings to address issues and reinforce service standards.
• Develop and maintain schedules to ensure adequate coverage and optimize response times.
• Support recruitment, training, and onboarding of new team members.
• Ensure timely resolution of inquiries and maintain customer service standards.
• Track performance metrics and prepare regular reports.

Skills

Leadership

Customer service

Analytical thinking

Communication

Team management

Sales support

Problem solving

Education

Bachelor's degree in business, mechanical engineering or related field

Tools

Salesforce

Tableau

ERP systems

Job description

Hyperion Solutions is seeking a Manager of Customer Care to lead our Richmond, IN team within the Commercial group. You will supervise a team of customer service, technical sales and after-sales representatives, ensuring exceptional service delivery and a positive work environment.

Reporting to the Director of Customer Care, you will drive performance against goals, monitor metrics, and collaborate across departments to streamline workflows while supporting team development and operational