Job Summary (Purpose of Job):
- Manages all aspects of the customer experience related to the company's parts operations.
- Monitor CRM cases and take ownership of escalated cases which are to be kept to a minimum.
- Take ownership of CRM dashboards and department display monitor. Ensure details are relevant.
- Prepare weekly CRM reports for Senior Management.
- Review dealer Machine Down orders daily and provide direction for team updates to dealers.
- Prepare and conduct bi-annual associate reviews.
- Prepare and deploy associate Performance Improvement Plans on an as-needed basis.
- Prepare and deploy associate training based on current skill set and high-performance potential.
- Conduct daily huddles and bi-weekly open forum associate meetings.
- Conduct regional Zoom/Teams meetings with dealer parts staff for training, understanding concerns, and making recommendations for internal improvement.
- Work with warehouse and cross-dock teams to expedite critical dealer orders from receipt to shipping.
- Manage internal dealer return and shipment discrepancy process with a focus on timely processing and issuing of dealer credit.
- Manage inbound direct delivery program (Supplier to Dealer).
- Manage depot-to-depot transfers with internal teams (Supply Chain/Logistics)
- Participate in sales promotion activities as needed
Customer Service Manager Responsibilities:
RESPONSIBLE FOR:
- Recommendations for staff-level changes.
- Mentoring and training of new and existing staff.
- Team building.
- Internal and external dealer correspondence.
Key Skills / Characteristics
- Sense of Urgency at a high degree
- Positive attitude and disposition
- Customer First focused approach and willingness for direct internal/external communication
- Strong focus on and attention to detail
- Strong communicator in a multi-cultural environment setting.
- Team player who displays willingness to assist in any circumstance.
- Microsoft Office suite with Excel intermediate to expert skills.
- Microsoft Dynamics experience (preferred)
Key KPIs
- CRM case management
- 100% of CRM cases answered in 2 hours, and 90% closed in 72 hours.
- Staff development and retention.
FORUMS (NETWORK OF INTERACTION)
- External:Client CEO, VP, Service Manager, Parts Manager
- Internal:All other departments in
REQUIRED KNOWLEDGE & EXPERIENCE
- 5+ years of practical working experience in customer service-related roles.
- Experience managing customer service-related teams.