Customer Service Mgr

Hansen Technologies LLC; Burr Ridge (IL); On-site; USD 90,000 - 130,000; Full time

Job summary

Hansen Technologies LLC in Burr Ridge, IL seeks an experienced leader to manage IL-based inside sales teams and oversee high-quality customer support. The role involves hiring, training, and developing talent, improving service through metrics, and coordinating with product management on new products.

Responsibilities include driving sales strategy with outside teams, building long-term customer partnerships, and ensuring export compliance for international shipments.

Qualifications

• Team-building and talent development experience.
• Leadership of organizational and process changes.
• Coaching and staff development abilities.
• Strong results-orientation with drive to meet goals.
• Attention to detail in processes and outputs.

Responsibilities

• Manage IL-based inside sales teams; plan and direct activities to deliver high-quality customer support.
• Hire, train, supervise, and develop talent to improve department capabilities and performance.
• Improve service by studying processes, metrics, and results; implement changes.
• Determine customer service requirements by engaging with customers and benchmarking.
• Help develop sales strategy with outside sales to boost market visibility.
• Develop long-term partnerships with customers to drive future bookings.
• Maintain technical and administrative procedures for responsive after-sales service.
• Ensure export compliance and coordinate international shipments with freight forwarders.
• Collaborate with product manager to address new products for the market.

Skills

Team building

Change leadership

People development

Results focus

Detail oriented

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
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