Customer Care Manager — Lead the Commercial Team

Hyperion Solutions Emco LLC; Richmond (IN); Vor Ort; USD 80.000 - 110.000; Vollzeit

Zusammenfassung

Hyperion Solutions is seeking a Manager of Customer Care to lead a commercial team in Richmond, IN. Reporting to the Director of Customer Care, you will oversee a team of customer service representatives, drive service standards, and optimize cross-departmental workflows to enhance the customer experience.

The role requires leadership, problem-solving, and a customer-centric approach, with a focus on team development and operational efficiency.

Qualifikationen

• BS/BA in business, mechanical engineering or related field preferred.
• Five+ years in configured industrial product sales preferred.
• Three+ years in a management role preferred.
• Proficient with Microsoft Office (Outlook, Excel, Word, PowerPoint) and Windows OS.
• Experience with Salesforce, Tableau or other analytics platforms preferred.

Aufgaben

• Supervise a team of customer service and after-sales support representatives, providing guidance and performance feedback.
• Lead recruitment, training and onboarding of new team members.
• Set performance goals and track metrics (response time, first-contact resolution, customer satisfaction).
• Collaborate with other departments to resolve customer issues and improve workflows.
• Develop SOPs and guidelines to maintain consistency and quality in customer interactions.

Kenntnisse

Leadership

Communication

Problem solving

Teamwork

Multitasking

Organization

Ausbildung

BS/BA in business, mechanical engineering or related field

Tools

ERP systems

Salesforce

Tableau

Jobbeschreibung

Hyperion Solutions is seeking a Manager of Customer Care to lead a commercial team in Richmond, IN. Reporting to the Director of Customer Care, you will oversee a team of customer service representatives, drive service standards, and optimize cross-departmental workflows to enhance the customer experience.

The role requires leadership, problem-solving, and a customer-centric approach, with a focus on team development and operational efficiency.