Customer Service Manager Job at Somfy Systems Inc in Dayton

Somfy is the world leader in manufacturing of specialized motors and electronic controls for residential and commercial interior and exterior window covering markets. For more than three decades, engineers at Somfy have been designing products to motorize interior and exterior window coverings such as interior shades, wood blinds, draperies, awnings, rolling shutters, exterior solar screens, projection screens and more. Somfy motorization systems are easily integrated with security, HVAC, and lighting systems, providing total home or building automation. At Somfy we're all about building happiness. Find out more about how to build a happier home at www.SomfySystems.com.

We genuinely care about our employees! Somfy provides employees, and eligible family members, with a market-leading comprehensive Employee Benefits offering that includes company paid Medical, Dental, Vision Insurance, Summer Hours, 100% company-paid LifeTime Fitness membership (including spouse and up to 3 children), 16 PTO Days to start annually, 6 sick days annually, matching 401K, company-paid personal Legal Services Program (LegalEase), paid time off from Christmas to New Years (Offices closed between Christmas and New Years), unlimited personal/professional development via LinkedIn Learning (company paid), paid holidays and plenty more market-leading benefits.

Job Summary

Are you someone who cares about customer experience, and wants to be able to see the impact of your program on customers? Can you envision a time when the experience is so good that service isn't necessary? Then we're looking for you!

As a member of the Customer Service leadership team, the Customer Service Manager role is responsible for leading a wide variety of duties to guide, inspire, and coordinate the customer service functions. Provide guidance for large expenditures, acquiring and maintaining customers by providing industry-leading service, and ensuring the customer’s needs (voice of the customer) are met, under the direction of the Director of Customer Service.

Duties & Responsibilities

• Maintain a strong customer service function to support the corporate service rate target.
• Responsible for motivating and getting the “buy in” of the supporting sales teams to achieve goals.
• Carries out managerial responsibilities in accordance with the organization’s policies and applicable laws. Responsibilities include interviewing, hiring and training employees; planning, assigning and directing work in coordination with the Call Center Operations Lead; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
• Develop a five-year department plan to align processes, resources and department goals with current and future objectives.
• Encourages team members to look for opportunities for process simplification and improvements.
• Develops and implements strategic customer service expectations, metrics and plans to provide industry-leading service.
• Utilize CRM software to enhance product research, customer requirements and market trends.
• Handle escalated customer correspondence, complaints, and inquiries, especially on top accounts.
• Identify trends in customer satisfaction or dissatisfaction and communicate with the Customer Care Representative (CCR), Account Manager and Management as needed.
• Work with Business Data Intelligence Mgr and Call Center Operations Lead to develop KPI measurements regarding internal team performance and execution.
• Ensures compliance to company policies on pricing, business ethics, and sales cost management.
• Maximizes company achievement in customer satisfaction by effective teamwork among sales, logistics and supply chain, engineering and accounting. (Pricing, scheduling, and prioritizing competing demands for resources.)
• Ensures employees and processes operate in an environmentally responsible manner.
• Other duties as assigned to meet Departmental and Company objectives.

Qualifications

• Highly skilled in strategic planning, organization and execution.
• Excellent written and communication skills, with ability to communicate to all levels of the organization.
• High level of proficiency in Excel and PowerPoint and presentation skills with experience communicating on a management level.
• Self-motivated, ability to thrive in a fast-moving, and constantly evolving environment
• Strong business acumen with a history of using data to solve problems, deep analytical and technical mindset, and an ability to drive and own business relationships.
• Multilingual, Spanish a plus.

Education/Experience

• Bachelor's degree (B.A.) from four-year college or university
• 5 plus years related experience or equivalent combination of education and experience strongly preferred.
• Experience with ERP systems such as SAP strongly preferred.