Customer Service Mgr

Hardy Process Solutions; Burr Ridge (IL); On-site; USD 90,000 - 130,000; Full time

Job summary

Hardy Process Solutions in Burr Ridge, IL seeks a leader to manage H&H inside sales teams and direct activities at the Illinois site. You will plan, organize, and drive high-quality customer support while developing talent and improving department performance.

You will study processes to raise service quality, establish metrics, and coordinate with product management to handle new product updates and international shipments. Equal opportunity employer.

Qualifications

• Team Building: develop talent and drive changes to meet goals.
• Leads/Drives Change: steer teams through processes and obstacles.
• People Development: coach, train and guide career growth.
• Results Focus: achieve goals with initiative and persistence.
• Detail Focused: accuracy and thoroughness in work.
• Equal Opportunity Understanding: awareness of equal opportunity rights and compliance.

Responsibilities

• Manage H&H inside sales teams and direct activities at IL location.
• Plan, organize, and direct team to provide high-quality support.
• Study and redesign processes to improve service quality and metrics.
• Determine customer service requirements via contact and surveys.
• Assist in developing sales strategy with outside sales leadership.
• Engage customers to build long-term partnerships and future bookings.
• Maintain procedures for responsive after-sales service.
• Ensure Export Compliance and coordinate international shipments with Freight Forwarders.
• Collaborate with product management to address new products and changes.

Skills

Team Building

Leads/Drives Change

People Development

Results Focus

Detail Focused

Equal Opportunity Understanding

Job description

• Management of both H&H inside sales teams, currently based out of San Diego CA, Commerce GA and Burr Ridge IL. This role will be based in our IL location
• Plan, organize, and direct the activities and team to provide high-quality customer support. Hire, train, supervise and develop talent to continuously improve department capabilities & performance.
• Improves customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating metrics; monitoring and analyzing results; implementing changes. Work with customers and staff to effectively handle complaints and concerns.
• Determines customer service requirements by maintaining contact with customers; visiting operational environments; conducting surveys; benchmarking best practices; analyzing information and applications.
• Help develop sales strategy in conjunction with outside sales leaders to continuously improve visibility & share position in the market.
• Engage in dialog with customers to develop long-term partnerships to positively affect support outcomes, as well as ensure future bookings opportunities.
• Establishes, implements, and maintains technical and administrative procedures to provide responsive after-sales services to customers.
• Ensure company is following Export Compliance Regulations. Select and work with Freight Forwarders for International shipments
• Work closely with the product manager to ensure technical support & applications engineers have ability to address all new product & product changes for the market.

Competency Requirements:

In order to perform the job successfully, an individual should demonstrate the following competencies:

Team Building Develop talent & make changes as required to meet business goals.

Leads/Drives ChangeLeads teams through organizational and work process changes, identifying and overcoming obstacles in a timely manner. Champions new methods, systems, and processes to improve performance.

People DevelopmentProvides support, coaching, training, and career direction to others.

Results Focus Accomplishes goals, completes tasks, and achieves results. Ensures follow-through to achieve desired results. Readily takes necessary initiative to persevere through unforeseen adversity in order to produce results on or ahead of expectations.

Detail Focused Performs work with care, accuracy, and attention to detail

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.