About us: Zip Water is the preeminent manufacturer of multi-function taps. Our world-leading technology transforms ordinary water into water at its best - creating endless opportunities for you and your family. As a member of the larger Culligan International global team, we are dedicated to delivering high-quality water solutions to residential, commercial and industrial customers.
Position: Customer Experience and Inside Sales ManagerLocation: Rosemont, IL - Hybrid - 3-4 days per week
Description: This role is pivotal in ensuring exceptional customer experiences and operational efficiency within our customer service and inside sales department. Candidate will have a strong background in customer service management, inside sales, excellent leadership skills, and a passion for delivering top-notch service.
Specific Job Function:Team Leadership: - Lead and motivate a team of customer service, technical support and inside sales representatives to achieve departmental goals and deliver exceptional service.
- Provide coaching, training, and performance management to ensure team members consistently meet or exceed service standards.
- Foster a positive and collaborative work environment that encourages continuous improvement.
- Oversee day-to-day operations of the customer service department, including managing workflows, resource allocation, and scheduling.
Customer Experience: - Develop and implement strategies to enhance the overall customer experience for all audience segments (e.g., dealer, retail partner, end-consumer).
- Act as an escalation point for resolving customer issues or complaints effectively and efficiently.
- Monitor customer service metrics (e.g., response times, resolution rates) and implement improvements as needed to optimize service delivery.
- Provides feedback to Operations team to ensure all customers have accurate and timely information on order status and/or changes.
Continuous Improvement: - Drive initiatives for continuous improvement in service quality, operational efficiency, and customer satisfaction.
- Implement best practices and innovative solutions to enhance service delivery and customer engagement.
- Provides feedback to Operations team to ensure all customers have accurate and timely information on order status and/or changes.
CRM Platform Administration: - Administer and configure our CRM platform to meet business needs and objectives.
- Manage data integrity, facilitate training, liaise with Zip Australia Salesforce team, ensure smooth communication between technical and non-technical stakeholders, and work towards continuous operational improvements.
Competencies: To perform the job successfully, an individual should demonstrate the following competencies in this position: Customer Focus, Accountable, Creativity, Team Player, Analytical, Troubleshooting, Adaptable, Integrity, Detail Oriented
Qualifications: - Bachelor's degree in business, Marketing, or a related field preferred.
- Minimum of 5-7 years of experience in customer service, inside sales, or similar.
- 2+ years in a management or leadership capacity.
- 2+ years' experience in CRM platform management, with preference for Salesforce
- Proficient in Microsoft Excel, Word, Outlook and Google Applications, Salesforce, and SAP experience preferred.
- Experience working in a start-up Environment.
- Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
- Effective multi-tasking and organization.
- Thrives in a dynamic environment and easily acclimates to changes in process/systems for overall improvement of the organization.
- Clear communication, both written and verbal, with proper grammar and spelling.
- Demonstrated knowledge of key metrics and financial analysis.
- Demonstrated ability partnering with all levels of an organization.
- Excellent communication, leadership, and organizational skills.
We offer competitive compensation including base plus bonus & benefits including: Medical, Dental, Vision, life, 401(k), Paid time off, Additional voluntary benefits
Culligan is an Equal Opportunity Employer, to learn more please visit - or
Equal Opportunity Employer
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