International Customer Care Manager

Position Summary

Manages the Customer Care for International customers.  Builds team cohesiveness and instills a sense of pride, accountability and commitment to putting the customer first.  Sets team goals and implements strategies and processes to achieve goals.  Maintains excellent relationships with Business Units, Account Executives, and other internal staff to ensure Customer Care initiatives and strategies align with Department and Corporate strategies.  Maintain high level of customer contact to understand customer needs and expectations and to solicit direct feedback.  Ensures a seamless customer experience for internal and external customers.  Manages a staff of Customer Advocates, Export Coordinators, or Inside Sales Engineers.  Oversees the daily operations of regionally assigned teams, including approving overtime, workload balance, and daily management metrics. 

Responsibilities

 

· Develops a high performing team of CustomerCare professionals that achieve world class levels of customer satisfaction, service, and loyalty.

· Develops and manages to annual operating budget.

· Develops relationships with Account Executives, Business Units and other internal stakeholders and builds “one voice� to the customers.

· Develops and maintains customer relationships.  Acts as escalation point for customer complaints and issues, providing coaching and direction to ensure issues are addressed quickly and effectively.

· Develops policies and procedures covering order processing, general correspondence and resolution of customer complaints that are specific to International customers.

· Coordinates CustomerCare with other operating and service departments, such as sales, purchasing, production, engineering and shipping. 

· Manages non-exempt staff; conducts performance reviews, recommends pay increases, recommends promotions, administers disciplinary action, and implements employee development plans.

· Ensures appropriate staffing levels to achieve department performance metrics and workload coverage by approving time-off requests and overtime.

· Manages department performance metrics, projects and team initiatives in line with quality improvement methodology.

· Develops and implements action plans to improve effectiveness and efficiency of the customer experience.

· Develops, tracks and reports key service performance measurements.

 

 

Requirements

· Bachelor’s degree in business, international studies or related field or equivalent work experience required.

· 5+ years related experience in international customer service and export, with 3+ years of management experience required.

· Experience overseeing a department budget is required.

· Exceptional interpersonal skills and leadership capabilities and experience is required.

· Previous experience working with International stakeholders required.

· Business and commercial understanding and acumen required.

· Knowledge of export rules, regulations and necessary documents and processes required.

· Demonstrated mechanical, technical and mathematical aptitude required.

· Demonstrated problem solving and conflict management skills required.

· Previous process improvement/project planning experience required.

· Solid computer skills, including knowledge of Microsoft Office Suite software required.

· Demonstrated organizational skills required.