Customer Service Manager

• Lead a team of customer service representatives to ensure excellent customer service and support is provided to customers
• Manage customer escalations, resolving customer inquiries in a timely and efficient manner
• Assist as needed with call volume, chats, emails, and order entry
• Develop and implement effective customer management strategies aligned with Global Filter’s goals & objectives
• Establish and maintain customer loyalty by designing and executing initiatives designed to enhance the overall customer experience
• Utilize various tools & technologies to monitor customer interactions, gather insights, and identify areas for improvement
• Train and educate team members on customer-centric approaches and effective procedures to ensure a culture of success is maintained for Global Filter
• Influences team members to develop effective problem solving, strategic thinking, and customer-centric mindsets
• Collaborate with customers, customer service, product management, sales, and marketing teams to ensure that customer needs are met while facilitating an exceptional customer experience
• Evaluate key performance indicators (KPIs) relating to customer satisfaction, retention, and loyalty
• Partners effectively with Sales team to drive territory coverage and exploit sales opportunities
• Ensures that order pricing is based on contract agreements, price lists, and/or quotations
• Discuss quote specifications with Sales team and resolve discrepancies as needed
• Coordinates details of orders through the production process to ensure completion of orders and delivery commitments
• Must be able to organize and maintain accurate electronic records within ERP system, along with quote and order processing within ERP system and Microsoft Office products
• Prepares documentation and coordinates new client information, purchase order, return goods memos, credit and rebills with internal stakeholders
• Consistently available to customers; ensures work responsibilities are covered when not available
• Create and implement training and customer service programs through our continuous education program, Global University
• Identify and lead efforts to implement or improve existing technologies, processes and procedures to improve customer service and retention
• Other duties and responsibilities as assigned

• Excellent verbal and written communication skills for responding to questions from both internal and external customers
• Exceptional interpersonal skills are critical with the ability to successfully lead customer service and product management teams
• Proficient at persuading and influencing others while demonstrating a confident and positive attitude
• Must possess strong problem-solving skills to lead resolution efforts focused on creating an exceptional customer experience
• Partner effectively with the outside sales team to drive territory coverage and maintain positive distributor relationships
• Ability to work independently as a self-starter, take initiative to provide solutions in the absence of perfect data
• Must be able to adapt and work effectively with a variety of customers and changing situations
• Possess excellent organizational skills with very effective attention to detail
• Robust time management skills are essential
• Skilled at working within deadlines and prioritizing multiple projects with minimal supervision to meet changing business needs
• Demonstrated organizational, problem-solving, and analytical skills
• Must be able to maintain confidentiality
• Must be committed to expanding product knowledge and utilizing all available resources while striving for continuous improvement, both professionally and for business success
• Proven track record of effectively leading a customer service team
• Possess a high level of emotional intelligence, ensuring an exceptional customer and employee experience
• Proficiency in use of Microsoft Office; specifically, Outlook, PowerPoint, and Word
• Particularly strong Microsoft Excel skills
• Working knowledge of teleconference tools

• Bachelor’s Degree in Business Management, Business Administration, Customer Service, or a related field is required; or in absence of degree, four (5) years of experience leading customer service in a manufacturing environment is required
• 5 years of customer service or technical support leadership experience is preferred
• Proficiency in Microsoft Office products required
• Proficiency with ERP systems, such as Business Central, is preferred
• Proven track record of successfully managing large, long-term projects
• Ability to identify, hire, develop, and motivate individuals to grow team capabilities
• Willingness to work side-by-side with all levels of the team, including on the production floor

• Exceptional attitude!!
• Driven to succeed – creative, self-starter
• Trusting & supportive leader with ability to help the Global Filter team succeed
• Excellent problem-solving skills & entrepreneurial mindset
• Must be a strong team-player with the ability to work autonomously
• Strong Bias for Action!!
• Excellent interpersonal, written and verbal communication skills as well as ability to utilize appropriate e-mail and telephone etiquette
• Strong time-management skills and the ability to organize and prioritize

• This role may require up to 15% travel (overnight expected) to visit customer, end users, collaborate with team members, and participate in industry events

• Sit for prolonged periods.
• Must be able to lift up to 15 pounds at times
• Work flexible hours

Filtration Group