Location: Lynchburg,VA, USA
Customer Service Manager
Tracking Code 703-378 Job Description The Customer Service Manager is a critical position on the NPC Staff who is responsible for delivering world-class customer service through effective leadership, customer relationship management, and contract administration. This role provides direct leadership to a team of customer service representatives as well as collaborative cross-functional leadership with Business Management, Operations, Engineering, Product Management, Sales, and Marketing organizations to support the realization of the NPCs mission, ambition, and strategic action plan.
**Primary responsibilities include, but are not limited to:**
* Collaborates with the NPC Manager and the rest of the NPC Leadership Team to define, implement, and manage the strategic, commercial, and operational aspects of the business.
* Provides daily supervision to a team of customer service representatives and leads that team by establishing and clearly communicating vision and purpose to motivate others, setting and clearly communicating performance objectives that align with product line and business line objectives, and driving individual ownership and accountability to achieve the desired results.
* Provides cross-functional leadership and drives key stakeholder and broader organizational alignment in the effective execution of customer relationship management and order fulfillment in accordance with the NPCs business strategy.
* Contributes to organizational development by collaborating with others in the planning and implementation of strategies that continuously improve and organizations overall effectiveness.
* Develops and maintains key performance indicators for the team; leads process and performance improvements through the visual management of key performance indicators, including periodic reviews, analytics, and effective use of performance improvement tools.
* Collaborates with Business Management, Product Management, Sales, and Marketing to effectively leverage the companys customer relationship management tool to continuously improve the NPCs customer service and overall business performance.
* Works collaboratively with peers, key stakeholders, and customers to develop, maintain, and manage customer accounts for the NPC. This includes key performance indicators, periodic reporting, and performance improvement initiatives to uphold our mission of providing customers with world-class customer service.
* Works collaboratively with peers, key stakeholders, and customers to develop, maintain, and manage volume-based customer discount agreements for the NPC. This includes SAP administration, sales training, customer awareness, and business results.
* Responsible for returns management including return policy, processes, and performance; develops and maintains key performance indicators related to returns including processing time, status, tracking and trending cause codes, assessing financial impacts, and identifying performance improvement initiatives for improved customer service and business results.
* Leads the coordination of cross-functional tasks associated with the successful execution of inside and on-line sales to meet or exceed customer service expectations.
* Owns the NPC website, including its administration, future development, maintenance, customer account sign-up, customer use of, and the resulting customer experience and internal operational efficiencies.
* Manages, administers, and continuously improves the NPCs On Call Rotation Program to provide outstanding service for our customers emergent needs 24/7/365.
* Leads the customer service team in building trust-based relationships with their key customer contacts while overseeing order fulfillment from the point of sale inquiry to the delivery of a product and providing timely and accurate information about their order status.
* Partners with Sales and Business Management to share customer inquiry and product delivery trends, intel, and insights that can be used to develop innovative product supply solutions to best serve and satisfy their needs and the NPC business interests.
* Measures, monitors, and reports on key performance indicators for orders received (including sales order bookings and project order in-take), business backlog by product segment (including sales orders and projects), and others using proven visual management techniques.
**All candidates must meet the following minimum requirements in order to be considered for this opportunity. Candidates who exceed minimum qualifications may be considered for a higher level position.**
* Bachelors degree in Business Administration, Engineering, or related field with 10 years of experience, including 2 years of leadership experience and 2 years of experience in a customer facing role is required.
* Demonstrated leadership ability to manage multiple tasks and projects through subordinates and other work groups
* Interacts effectively with all levels of staff and management
* Can change priorities quickly, confront issues directly, and work well as part of a team
* Excellent verbal and written communication skills including the ability to comprehend and convey detailed and often complex technical data clearly and concisely
* Strong analytical ability and problem identification and problem resolution skills including the effective use of available OpEx processes, methods, and tools
* Proficiency with MS Office applications, SAP, and Microsoft Dynamics 365 (SPEAK).
**The following requirements are desired and will be used to differentiate all candidates who apply for this position.**
* Master of Business Administration with 12 years of experience, including 3 years of leadership experience with people management responsibilities and 5 years of experience in a customer facing role is preferred.
* Lean Six Sigma, other Performance Improvement, and/or Project Management experience, training and certification is also preferred.
**Travel:** Up to 25% travel
Framatome is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. RSRFRAM
Job Location Lynchburg, Virginia, United States Position Type Full-Time/Regular ** Apply**
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