Manager, Customer Solutions

Husqvarna Construction Products North America; Olathe (KS); On-site; USD 70,000 - 90,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

401(k) with matching

Employee purchase discount

Education assistance

Paid parental leave

11 paid holidays

Paid vacation and sick time

Job summary

Husqvarna Construction Products North America is seeking a Customer Solutions Manager in the United States to oversee the daily operation of the customer service department. You will coach and develop our Customer Solution Reps to deliver a high-quality experience to internal and external customers, ensuring competitive advantage and strong service levels.

Ideal candidates have 3–5 years of call center customer service leadership, a Bachelor's in Business, and solid knowledge of ERP, CRM, Excel,

Qualifications

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

Responsibilities

• Supervising of Department.
• Monitor staffing and provide proper phone coverage to meet SLA.
• Oversee daily workflow including backorder reports and CRM responsibilities.
• Monitor, supervise and coach gaps in attendance, performance and behavior.
• Hold CSRs accountable to meeting compliance expectations.
• Provide ongoing ERP systems training and ERP support.
• Oversee training of new hires and conduct performance appraisals.
• Handle daily personnel issues and report to the Customer Solutions Manager.
• Conduct monthly department meetings and create daily activity reports.

Skills

Customer service

Leadership

Call center experience

Education

Bachelor's degree in Business

Tools

ERP system

CRM system

Microsoft Excel

Microsoft Word

Job description

Last date to apply: We are continuously accepting applications

Why 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.com

We offer:

• Competitive compensation
• Benefits, including medical, dental, and vision insurance at date of hire
• A 401(k) with matching and no vesting
• An employee purchase discount on Husqvarna products
• An education assistance program
• Paid parental leave
• Eleven (11) paid holidays
• Paid vacation and sick time

The 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.

Responsibilities

• Supervising of Department
• Monitor 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 duties
• Monitor, supervise and coach gaps in attendance, performance and behavior
• Hold CSRs accountable to meeting the compliance expectations with established policies and procedures
• Provide ongoing ERP systems training to support required functions
• Oversee training of new hires
• Conduct performance appraisals and provide ongoing performance feedback
• Handle daily personnel issues when they arise and involve Customer Service Manager when necessary
• Conduct monthly department meetings
• Create and maintain daily reports that provide daily activities

Process Administration

• Daily & weekly communications to the assigned group
• Assist with annual pricing contracts and daily deviations
• District Sales Manager maintenance on ERP system
• Acts as point of escalation for complex issues from CSR's
• Identify trends and work within and outside Customer Service department to determine root cause and solve issues
• Create, update and oversee process documentation to meet operational and customer requirements

Communication Management

• Act as liaison between various departments on customer service issues
• Provide support to sales organization
• Provide weekly feedback to manager for use in refining and improving departmental efficiencies

As an ideal candidate you have:

• Bachelor's Degree in Business preferred
• 3-5 years customer service experience in a call center environment required
• Previous lead or supervisory experience required
• Strong knowledge of current ERP system, Excel, Word
• Strong knowledge of HCP business processes
• Strong 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.