Customer Experience & Operations Leader

ADP, Inc.; Town of Thorp (WI); Vor Ort; USD 75.000 - 100.000; Vollzeit

Zusammenfassung

ADP, Inc. in Thorp, WI seeks a Customer Service Manager to lead the department, drive service quality, and coordinate across Sales, Production, Purchasing, Engineering, Scheduling, Shipping, and Finance.

You will establish goals, monitor metrics, develop reports and dashboards, lead hiring and development, and implement process improvements to enhance customer experience and operational efficiency by year-end.

Qualifikationen

• 5+ years of customer service experience in a manufacturing or order-based environment.

Aufgaben

• Establish department goals, service standards, and performance expectations.
• Monitor service metrics and department performance.
• Analyze trends and identify improvement opportunities.
• Develop and maintain operational reports and dashboards.
• Recommend improvements to staffing, processes, and systems.
• Ensure timely, accurate, and professional customer support.
• Manage escalated customer concerns and service issues.
• Oversee issue tracking, follow-up, and resolution processes.
• Identify root causes of recurring customer concerns.
• Support key customer relationships as needed.
• Coordinate customer service workflows across departments.
• Partner with Sales, Production, Purchasing, Engineering, Scheduling, Shipping, and Finance to support requirements.
• Improve communication and accountability across functions.
• Develop and maintain procedures, standards, and job aids.
• Lead process improvement initiatives that enhance efficiency and accuracy.
• Provide leadership for assigned customer service employees and supervisors.
• Plan, assign, prioritize, and monitor department work.
• Lead hiring, onboarding, coaching, and performance management activities.
• Develop employee skills through training and cross-functional development.
• Foster a culture of accountability, teamwork, and continuous improvement.
• Lead continuous improvement efforts within customer service operations.
• Partner with IT and leadership to enhance systems and processes.
• Standardize workflows and improve process controls.
• Utilize performance data to improve service, quality, and productivity.
• Reinforce organizational values, safety, and operational excellence.
• Perform other duties within the scope of this role as assigned by management in alignment with the employee’s skills and organizational needs.
• Establish and monitor customer service performance metrics that improve department efficiency, responsiveness, and service quality by year-end.
• Implement at least three process improvements that enhance customer experience, order accuracy, or operational effectiveness by year-end.
• Develop team capabilities through documented cross-training and succession planning for key customer service functions by year-end.
• Improve cross-functional collaboration through standardized communication and escalation processes by year-end.
• Establish clear performance expectations and coaching plans for all direct reports following finalization of the reporting structure by year-end.
• Delivery
• Development
• Collaboration
• Prudence
• Optimization
• Service

Kenntnisse

Leadership

Customer service

Cross-functional collaboration

Data-driven decision making

Delivery

Development

Collaboration

Prudence

Optimization

Service

Ausbildung

Associate degree in Business Administration / Management / Customer Service

Tools

ERP system

CRM system

Business reporting systems

Microsoft Office Suite

Jobbeschreibung

ADP, Inc. in Thorp, WI seeks a Customer Service Manager to lead the department, drive service quality, and coordinate across Sales, Production, Purchasing, Engineering, Scheduling, Shipping, and Finance.

You will establish goals, monitor metrics, develop reports and dashboards, lead hiring and development, and implement process improvements to enhance customer experience and operational efficiency by year-end.