Job Description

This role is ideal for an experienced, energetic, and detail-oriented individual who thrives in a dynamic, growing company. As the Customer Service Manager, you will lead the Customer Service and Technical Service teams for Marvel and U-Line, ensuring the highest levels of customer satisfaction. Your responsibilities include effectively managing your team, communicating recurring issues to upper management, and providing technical troubleshooting and diagnosis support over the phone. You will play a key role in maintaining and enhancing the overall customer experience through exceptional service and support.

Responsibilities:

Customer Service

• Provide support to consumers after the sales process for product questions and warranty support.
• Technical Service

- Train and develop servicers to maintain first in class service on Marvel and U-Line product.

- Provide technical assistance to servicers in resolving customer issues.

- Assist in designing and developing technical support documentation for phone techs, servicers, web, etc.

• Manage servicer rates and leverage Middleby portfolio to ensure cost effective rates.
• Warranty Administration

- Dispatch servicers via Global Warranty and maintain closed loop warranty process to ensure effective communication with customers and servicers

• Internal

- Review service records monthly to track and facilitate internal feedback and corrective actions to reduce service rates.

- Work closely with engineering and product development to ensure clear communication and approvals where necessary on product designs and changes.

- Train team in proper warranty administration so they are enabled to make decisions to serve the customers while maintaining the integrity of the written warranty.

- Act as a sounding board for team in escalated or high-profile issues.

- Manage all product damage claims with Middleby legal.

- Occasional travel may be required to facilitate trainings.

Qualifications:

Significant experience in call center management and associated key performance drivers

• Bachelor Degree in Business Administration or related field
• Experience of managing a technical services department including 3rd party warranty provision
• Excellent leadership skills with the ability to get work done through others.
• Experience of systems development to create greater awareness and quality of information
• Ability to use customer and consumer information and feedback to support the continuous improvement in warranty and on-time delivery
• Proactive with the ability to think ahead and ensure that performance is in line with plan
• Demonstrable experience of identifying improvement opportunities that remove waste and streamline the process information flow.
• Experience of working across international boundaries
• Working knowledge of MS Office
• Outstanding communication and negotiation abilities
• Excellent organizational and leadership skills
• Ability to work under pressure
• Excellent verbal and written communication skills
• Pass a pre-employment drug screen and background check.

Working Conditions:

• Office based and production based
• 8-hour shifts
• Monday- Friday

If interested in the position, Click here to Apply!

Compensation details: 75000-100000 Yearly Salary

PI8677ff530e71-30492-35714272

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