SUMMARY
- Manage the Customer Service Team by providing clear goals, strategies, and initiatives
- Drive change to achieve divisional financial and non-financial metrics
- Operate within a fast-paced, B2B customer environment
Employee Development & Management
- Train and provide development opportunities for staff supporting B2B customer accounts
- Ensure annual goals are completed and communicated
- Maintain Global Performance Management System and provide regular feedback
- Monitor and evaluate team members; adjust training as needed for a high-volume environment
- Attract, retain, and develop high-potential talent with B2B or complex customer service experience
- Model and promote the Corporationâs Code of Business Ethics and Values
- Perform general management duties including performance appraisals, promotions, and terminations
- Estimate personnel needs, delegate work, and ensure consistent application of organizational policies
- Act as a team role model
- Lead Continuous Service Improvement focused on efficiency, accuracy, and responsiveness
- Positively lead and influence team members to achieve individual and business goals
- Coordinate team efforts and manage a regional strategy and team operating plan aligned to B2B customer and commercial priorities
Excellence in Execution â Drive Results & Performance
- Communicate, implement, and interpret customer service policies and procedures supporting B2B customers
- Develop and implement continuous service improvement initiatives in a fast-paced, high-volume environment
- Ensure efficient utilization of day-to-day customer service systems, including CRM and ERP platforms
- Evaluate customer service operations and coordinate with cross-functional departments
- Identify, investigate, and resolve customer concerns and inquiries
- Assess customer needs within assigned business, region, or area with a B2B focus
- Champion customer needs and maintain a high standard of service
- Provide responsive order management support including order entry, expediting, and shipment updates
- Proactively communicate supply chain issues and recommend alternatives
- Maintain high levels of communication within the customer service team
- Partner with Finance and Commercial to achieve sales and customer satisfaction goals
- Measure and analyze performance against established metrics
- Participate in training to expand technical skills and service capabilities
- Schedule and organize personnel to meet anticipated workflow demands
- Generate reports and analyze data
- Recommend corrective actions to address customer complaints
- Ensure projects are completed on schedule and within budget
- Develop and administer budgets, schedules, and performance standards
- Influence overall objectives and long-range organizational goals
- Modify organizational structures of centralized functions, subject to approval
- Serve as a communication bridge between senior management and the team