Customer Care Senior Manager

at R.S. Hughes Co., Inc. in Carol Stream, Illinois, United States

Job Description

Description

Imagine a company that recognizes excellence in not only the products it sells, but also in its employees. R.S. Hughes Company, Inc. is that company. We hold ourselves to the highest standards of quality and professionalism - and we treat our employees like the valuable assets they are.
Founded in 1954, R.S. Hughes Co., Inc. is a dynamic, North American distributor of industrial supplies. With 49 warehouse sites in the United States and Mexico, we maintain an extensive inventory of adhesives, abrasives, electrical, static control, tapes, labeling and safety products.
In addition to competitive salaries and benefits, we offer an environment that asks you to make a difference. We value hard work and common sense, and we consistently reward those that exemplify these traits. If you're looking for a great team to grow with and if you are willing to embrace the challenges of being expected to be the best, we welcome you to come join the R.S. Hughes Company, Inc. team!
Position Description
The Customer Care Senior Manager is responsible for delivering customer satisfaction by developing and supporting customer care managers, customer care teams and fostering relationships of cross functional stakeholders. This Role will be aligned to a commercial business leader and will act as their partner to provide insights and troubleshoot issues. The Customer Care Sr. Manager identifies and implements process improvements, manages change initiatives, ensures frequent department communications, intervenes as needed with customer issues and problem solving, and ensures the team has the training, tools and proper staffing levels to be successful. Our people are our biggest assets and therefore the Customer Care Sr. Manager will closely manage performance and customer (internal and external) interactions and provide coaching and development. This role is expected to adhere to all company policies and safety protocols.
Key Responsibilities Required to be Successful as a Customer Care Senior Manager:
Develop relationship with key stakeholders to manage expectations, escalate when necessary, and collaborate to improve the customer experience.
Accountable for the customer experience as it relates to customer for accounts aligned with R.S. Hughes' go to market strategy of account classification, and the support of other accounts when needed.
Responsible for creating reports and processes to manage and monitoring customer data to improve department efficiencies.
Responsible for creating efficiencies to automate web orders and implementing automated order entry.
Responsible for the developing a team to successfully provide service to our customers by ensuring workload and performance is properly monitored and managed.
Deliver and drive solutions; assist in identifying and implementing automated, efficient ways of working that enhance our teams and the customer's experience.
Manage the performance and development of team, set clear objectives in line with organization objectives, and training requirements.
Actively collaborate and communicate with cross functional departments to continually improve customer satisfaction.
Proactively assist in enhancing the service and experience for our customers, implement action plans and escalation procedures to address problematic areas and identify improvements.
Communicate effectively with team and stakeholders to provide feedback, resolve problems and drive solutions.
On time delivery of department initiatives such as but not limited to: Customer Care transformation / Decoupling of functions and development of standardized processes & training.
Manage service issues by clarifying customer complaints/on time ship issues by determining root cause and seeking solutions and escalating appropriately. Establish root cause analysis and communicate efficiently to the senior management team.
Develop workload metrics and monitor data to provided data driven decisions and continually monitor customer satisfaction. Develop corrective actions to address root cause issues.
Maintain up-to-date knowledge of products, customers, processes, systems and suppliers.
Participate in external customer meetings and visits to represent R. S. Hughes' commitment to service.
Monitor performance, provide coaching and mentoring where appropriate.
Align and support Training & Development Manager with implementation of training.
Remain fully... For full info follow application link.

Applicants for all job openings will be considered without regard to race, color, religion, national origin, sex, age (40 and over), sexual orientation, physical or mental disability, medical condition, genetic information, marital status, gender identity, gender expression, military or veteran status or any other basis protected by state, federal or local law. It is the intent of the Company to comply with all applicable federal, state and local legislation concerning equal opportunity in employment.