The Senior Manager of Customer Service is responsible for building strategy and driving to achieve company goals while providing best-in-class B2B customer experience, financial performance, and employee engagement. Additionally, this role aligns customer service activities and initiatives throughout our Fortune Brands organization often partnering with sales, logistics, distribution, operations, and marketing to support customer priorities and service.
Work Location: This is a remote role where candidates will be eligible to work anywhere in the United States.
RESPONSIBLIITIES:
- Lead a team of remote customer service Managers and Associates in US and Mexico to deliver best-in-class service.
- Implement best operating practices to drive continuous improvement, innovation, and excellent service.
- Drive strategies and programs that include all aspects of operational performance, employee engagement, change management, succession planning, and talent management activities.
- Meets department financial objectives by estimating requirements, preparing an annual budget, scheduling expenditures, analyzing variances, and initiating corrective actions.
- Prepares and presents regular reports on department performance, customer feedback, and key metrics. Use data to inform decision-making and strategy development.
- Maintains professional and technical knowledge by tracking emerging trends in customer service operations management.
- Aligns customer service activities and initiatives throughout the organization by partnering cross-functionally with sales, logistics, distribution, operations, and marketing to support customer priorities and service.
- Customer-focused, results-driven, and adaptable. Ability to work under pressure and manage multiple priorities.
- Ensure efficient operations, including staffing, scheduling, and resource allocation. Monitor metrics and performance indicators. This includes but not limited to call and e-mail management.
- Strong leadership and interpersonal skills. Excellent communication and problem-solving abilities. Proficiency in call center software and CRM systems. Analytical mindset with the ability to interpret data and make informed decisions.
- Drive the strategy for customer service operations, focusing on enhancing customer experience and evolving best practice call center tactics and technology.
- Oversee training programs for customer service staff. Ensure ongoing development and skill enhancement.