Global Customer Service Manager

Panduit (www.panduit.com) is a world-class developer and provider of innovative electrical and computer networking solutions and services. Established in 1955, Panduit has engineered and manufactured leading-edge solutions and products, becoming an industry leader with sales over $750 million, 4000 employees, 12 manufacturing plants and more than 3 million square feet of facilities. As part of our continued growth, we are breaking ground on our new environmentally friendly World Headquarters in Tinley Park, IL this Spring. GLOBAL CUSTOMER SERVICE MANAGERTinley Park, IL Overview: The Global Customer Service Manager leads and manages all aspects of the global Customer Service organization with an emphasis on building and developing a global state-of-the-art Customer Service program where world-class technology and training is leveraged to deepen customer relationships, deliver outstanding service and establish a consistent voice and experience across all our customer locations and industries. The Global Customer Service Manager provides leadership and direction ensuring excellent service to both internal and external customers with a focus on developing and enhancing the department. This position manages to specific call center metrics and creates new metrics that accurately measure changing customer expectations. The Global Customer Service Manager champions innovation and the adoption of new systems and processes to improve quality, reliability, and productivity.Skills, Training, Experience Required: · Bachelor’s Degree required; Masters Degree preferred· 15+ years working experience in an industry related customer service department· 10+ years of product support, call center and/or help desk management experience· Proven experience in designing and implementing a successful call center · Experience supporting an international client base and managing worldwide workforce· Awareness of customer service industry dynamics· Ability to communicate effectively in writing and verbally to all levels of management· Must demonstrate strong organizational skills to ensure that multiple projects can be handled simultaneously, while meeting deadlinesKeywords: Vice President of Customer Service, Vice President of Call Center Operations, Manager of Call Center Operations, Manager of Customer Service, Senior Manager of Customer Service, Senior Manager of Call Center Operations. See Job Description