Manager, Customer Solutions

Husqvarna; Olathe (KS); On-site; USD 70,000 - 95,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

401(k) with match

Employee discount

Education assistance

Parental leave

Paid holidays

Job summary

Husqvarna in the United States is seeking a Customer Solutions Manager to oversee daily operations of the CSR team and drive a best-in-class customer experience. You will coach and develop reps, manage SLA-compliant workflows, and partner with sales and other departments to optimize service delivery.

The ideal candidate brings 3–5 years in customer service leadership, strong ERP/CRM knowledge, and a track record of process improvement.

Qualifications

• Bachelor's Degree in Business preferred.
• 3-5 years of customer service experience in a call center environment required.
• Previous lead or supervisory experience required.
• Strong knowledge of ERP systems, Excel and Word.
• Strong knowledge of HCP business processes and workflow management (CRM).

Responsibilities

• Supervise the Customer Solution Reps to ensure SLA adherence and high-quality service.
• Manage staffing and ensure proper phone coverage; oversee daily workflow including CRM duties.
• Coach attendance, performance and compliance with policies; escalate issues when needed.
• Provide ERP training and oversee training of new hires; create and maintain daily reports.
• Conduct performance appraisals; lead monthly department meetings; document processes and procedures.
• Coordinate cross-department communication and support the sales organization.

Skills

Customer service

Leadership / supervision

Communication

Education

Bachelor's degree in Business

Tools

ERP system

Excel

Word

Job description

Last date to apply:We are continuously accepting applicationsWhy join Husqvarna?We are one of the world’s oldest startups, passionate about our work, proud of our history and curious about the future. We look for opportunities to grow by stepping out of our comfort zone and are committed to finding sustainable solutions for the future. We have built an environment that encourages close teamwork and support for one another. Check us out at www.husqvarnacp.comWe offer:Competitive compensationBenefits, including medical, dental, and vision insurance at date of hireA 401(k) with matching and no vestingAn employee purchase discount on Husqvarna productsAn education assistance programPaid parental leaveEleven (11) paid holidaysPaid vacation and sick timeThe Customer Solutions Manager is responsible for overseeing the daily operation of business. This position plays the lead role in coaching and developing our Customer Solution Reps (CSR) to provide a high-quality customer experience to our internal and external customers. This position helps ensure our competitive advantage and is critical to the company by supporting and guiding the customer service department.ResponsibilitiesSupervising of DepartmentMonitor staffing and provide proper phone coverage to meet our agreed upon Service Level Agreement (SLA)Oversee daily workflow which includes backorder reports, department CRM responsibilities, and other offline dutiesMonitor, supervise and coach gaps in attendance, performance and behaviorHold CSRs accountable to meeting the compliance expectations with established policies and proceduresProvide ongoing ERP systems training to support required functionsOversee training of new hiresConduct performance appraisals and provide ongoing performance feedbackHandle daily personnel issues when they arise and involve Customer Service Manager when necessaryConduct monthly department meetingsCreate and maintain daily reports that provide daily activitiesProcess AdministrationDaily & weekly communications to the assigned groupAssist with annual pricing contracts and daily deviationsDistrict Sales Manager maintenance on ERP systemActs as point of escalation for complex issues from CSR’sIdentify trends and work within and outside Customer Service department to determine root cause and solve issuesCreate, update and oversee process documentation to meet operational and customer requirementsCommunication ManagementAct as liaison between various departments on customer service issuesProvide support to sales organizationProvide weekly feedback to manager for use in refining and improving departmental efficienciesAs an ideal candidate you have:Bachelor’s Degree in Business preferred3-5 years customer service experience in a call center environment requiredPrevious lead or supervisory experience requiredStrong knowledge of current ERP system, Excel, WordStrong knowledge of HCP business processesStrong knowledge of workflow management of business dynamics (CRM)Husqvarna is an Equal Employment Opportunity employer committed to providing equal opportunity in all of our employment practices, including selection, hiring, assignment, re-assignment, promotion, transfer, compensation, discipline and termination. Husqvarna prohibits discrimination, harassment and retaliation in employment based on race; color; religion; national origin; gender; sexual orientation; pregnancy; age; disability; service member status; or any other category protected by federal, state, or local law.