Customer Service Manager
| Company | Brenntag |
|---|---|
| Location | Plano, TX, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | Bachelor’s, Master’s |
| Experience Level | Senior, Expert or higher |
Requirements
- 10+ years of Customer Service experience.
- 4+ years in a leadership capacity, while leading teams of 20 or more.
- Bachelor’s degree preferred or equivalent education and experience.
- Experience working on transformational programs or Change Management initiatives
- CRM Experience required, preferably Salesforce.
Responsibilities
- Responsible for driving measurable improvements to increase service metrics (customer health, customer satisfaction, overall customer experience) and financial outcomes (billing accuracy, upsells, net retention), while remaining aligned with organizational business objectives.
- Responsible for data-driven decision making and real-time account intelligence (at scale) to provide teams across specified region with key insights needed to improve the customer experience efficiently and effectively.
- Ability to focus on the process not just the outcomes to maintain motivation across the team and skillfully balance expected results with acknowledgement and celebration of the process.
- Responsible for effective communication, both internally and externally.
- Responsible for both leading and assigning training, performance reviews and employee development as it relates to the team’s needs and goals.
- Regularly partner and collaborate with business and functional leadership to design solutions to meet Commercial initiatives and revenue targets.
- Responsible for team related efforts to unify and standardize customer information across all systems to create visibility and establish accessibility for customer specific data availability.
- Responsible for supporting efforts and driving intentional behavior to build trust and present value to the customer to establish, or nurture, long-lasting customer relationships.
Preferred Qualifications
- Graduate degree in business, management, social science (or related field) preferred
- Proven track record building customer centric teams and Customer Support/Success technology domain knowledge preferred
- Order to Cash experience (PO to invoice), ERP expertise and an understanding of integrated technologies.