Senior Customer Service Manager

Job Description

Essential Responsibilities:

• Act as the single point of contact to the customer for timely and satisfactory resolution of concerns covering a wide variety of support services offered for assigned region, product, or coverage area. 
• Responsible for knowledge of assigned region, coverage area, or product lines, their associated configuration installations, and represents the most direct access to all appropriate internal functions to support the customer.
• Establish and maintain contact to provide on-going technical and business support to assigned customers in designated geographic region or coverage area. 
• Has a contribution in the development of a business plan for the business unit as a whole. Is involved in discussions with other disciplines about future developments and consequences for the business unit.  Major contribution to the strategic plan of higher unit.
• Presents to top leadership in the business solutions on technical discipline and business solutions.
• Works with cross business teams. Important business unit clients.
  Engages in complex long-term processes with important clients.

Qualifications/Requirements:

• Bachelors degree from an accredited university or college. Minimum of 5 additional years of experience in Customer Service Management.

Desired Characteristics:

• Strong oral and written communication skills.
• Strong interpersonal and leadership skills.
• Demonstrated ability to analyze and resolve problems. 
• Demonstrated ability to lead programs / projects. 
• Ability to document, plan, market, and execute programs. 
• Established project management skills.
• Humble: respectful, receptive, agile, eager to learn.
• Transparent: shares critical information, speaks with candor, contributes constructively.
• Focused: quick learner, strategically prioritizes work, committed.
• Leadership ability: strong communicator, decision-maker, collaborative.
• Problem solver: analytical-minded, challenges existing processes, critical thinker.

Additional Information