Customer Service Manager
Kauffman Engineering, LLC., with locations throughout Mexico and the USA, has an immediate remote opportunity for a Customer Service Manager.
Company Summary
Kauffman Engineering, LLC, a privately held, American company is well established since its beginning in 1973. We have grown from a small wiring harness operation into a multi-million-dollar company with a highly respected role as a worldwide supplier of electrical harnesses, lead wires, jumper wires, twisted pair wires, cable assemblies, molded plugs, thermoform plastics, and populated circuit boards.
Job Summary
Kauffman Engineering, LLC is hiring a leader within the Customer Service department who will help set the foundation for the department to perform at its best. The individual in this role will be responsible for several tasks, including team training, continuity of services (demand forecasting and scheduling), maintaining standard process documentation, leading continuous improvement efforts, and KPI development and reporting. This role is also responsible for enabling and optimizing productivity of the Customer Service team while working to eliminate possible roadblocks to achieve peak performance and customer satisfaction.
Essential Duties and Responsibilities:
- Manages the collaborative development & sustainment of best-in-class processes to ensure customer satisfaction.
- Uses reporting data to make informed business decisions regarding the Customer Service department.
- Develops/improves information framework & resourcing for rapid response around to customers.
- Facilitates the development of Customer Service KPIs and SLAs.
- Defines standard practices, creates clear user documentation, and enables measurement through KPI system.
- Works with leadership on strategic development of the department, to support customer satisfaction goals and meet objectives.
- Hires & trains new employees, as necessary.
- Manages team effectively, providing training, mentorship, and coaching to employees regularly.
- Designs a comprehensive training program and is responsible for the development, execution & sustainment of the program. Documents and maintains training materials, records training log, and designs training gap strategy.
- Makes improvements towards maximum digitalization and automation of processes.
- Leads and collaborates on continuous process improvement initiatives to ensure smooth, efficient workflows that include Customer Service Representative empowerment and the solution to every customer problem presented.
- Responsible for the development of business continuity strategies and policies to ensure the scheduling of Customer Service Reps to maximize coverage. This effort will blend direct CSR to customer engagement with level loading of inquiry/case load demands.
- Acts as a thought leader and subject matter expert on customer service and operational best practices.
- Uses surveys and customer case examples for learning opportunities with Customer Service Representatives.
- Understands demand trends and can predict and present possible outcomes to leadership team.
- Other duties, as assigned.
Education and Experience:
- 3 year minimum in a Customer Service managerial role
- Bachelor’s Degree
- ERP/MRP experience desired – (VAI preferred)
- Previous experience in a manufacturing environment is preferred
- Advanced knowledge of MS Office with advanced Excel skills (i.e., formulas, pivots tables, Macros, charting, etc.)
- Proven record of leadership and remarkable interpersonal skills
- Bilingual in English and Spanish (preferred)
- Excellent communication skills (written and verbal)
- Solid demonstration of follow-up skills
- Strong data entry skills and keen attention to detail
- Possess a teamwork attitude, but is exceptionally autonomous and a self-starter
Work Environment:
· Ideal region would be CST or EST time zone
· Ideal location, within a 60-mile radius of metropolitan area/ airport.
Company Benefits
Our company benefits provide full-time employees with a wide variety of benefits to meet the needs of our diverse workforce. We offer the following benefits: health, dental, and vision insurance, prescription drug benefits, flexible spending accounts, voluntary life insurance, AD&D insurance and healthy incentive credit. We also provide company paid life insurance and short-term and long-term disability insurance. Paid time off benefits include PTO and 9 paid holidays.
Equal Opportunity Employer
Kauffman is an Equal Opportunity Employer committed to a diverse workforce, providing equal employment and advancement opportunities to all qualified individuals. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
This employer participates in the E-Verify program.
Job Type: Full-time
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee discount
- Flexible schedule
- Flexible spending account
- Health insurance
- Paid time off
- Vision insurance
Experience level:
Shift:
Weekly day range:
Application Question(s):
- What is the base pay you are seeking? (must answer to be considered)
- How many years in a managerial role do you have?
- How many employees reported to you in your most recent Manager role?
- What is your preferred email address?
Education:
Experience:
- Customer service: 3 years (Required)
Language:
Work Location: Remote