Customer Service Mgr

Hansen; Burr Ridge (IL); On-site; USD 70,000 - 110,000; Full time

Job summary

Hansen in Burr Ridge leads inside sales teams with locations in San Diego, CA and Commerce, GA. The role plans, directs, and develops the team to provide high-quality customer support and drive business performance.

It focuses on improving service quality by studying processes, defining metrics, and implementing changes while ensuring export compliance and coordination with freight forwarders for international shipments.

Qualifications

• Team Building Develop talent & make changes as required to meet business goals.
• Leads teams through organizational and work process changes, identifying and overcoming obstacles in a timely manner.
• Provides support, coaching, training, and career direction to others.
• Accomplishes goals, completes tasks, and achieves results with initiative.
• Performs work with care, accuracy, and attention to detail.

Responsibilities

• Management of inside sales teams based in San Diego, Commerce, and Burr Ridge.
• Plan, organize, and direct activities to provide high-quality customer support; hire, train, supervise and develop talent.
• Improve service quality by studying processes, establishing metrics, monitoring results, and implementing changes.
• Determine customer service requirements by engaging with customers, visiting environments, and benchmarking.
• Develop sales strategy in conjunction with outside sales leaders to improve visibility and market position.
• Engage with customers to build long-term partnerships and future booking opportunities.
• Establish, implement, and maintain procedures to provide responsive after-sales services.
• Ensure Export Compliance Regulations are followed; select and work with Freight Forwarders for international shipments.
• Collaborate with product management to address new products and changes for the market.

Skills

Team Building

Change Leadership

People Development

Results Focus

Detail Focused

Job description

• Management of both H&H inside sales teams, currently based out of San Diego CA, Commerce GA and Burr Ridge IL.
• 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
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