Global Customer Service Manager
: Job Details :

QualificationsBachelor's Degree in Business and/or relevant work experience10+ years' experience in managing independent contractors and remote work staffExcellent leadership skillsWillingness to travel approximately 20%ResponsibilitiesLead, Manage and be AccountableHire, train, coach and conduct performance management with your global customer service teamProvide ongoing training and professional development opportunities, including product knowledge, communication skills, and conflict resolutionDrive a high-performance team that is engaged with the customerCoach and mentor team to meet Dealers expectation of supportBuild relationships, ensure compliance and resolve inconsistenciesLead corporate projects and/or participate on project teams as assignedDevelop and implement a global customer support strategy that aligns with the company's overall business objectives and customer service standardsDefine KPIs for successEvaluate and implement customer service technologies, tools, and systems to improve efficiency and enhance the customer service experienceService Quality Assurance: Ensure that the customer service team consistently delivers high-quality service by establishing and monitoring service level agreements (SLAs) and key performance indicators (KPIs)Manage the logistics and operations of customer service centers in multiple locations, including resource allocation, budget management, and ensure the scalability of operations meet global demandEnsure that the customer service team adheres to relevant laws and regulations, particularly in international markets, and keeps up to date with changes in compliance requirementsIdentify opportunities for process improvement, cost reduction, and increased efficiency while maintaining or enhancing service qualityThis may involve implementing best practices and lean methodologiesCollect and analyze customer feedback from various regions and use it to drive improvements in the service and product offeringsFocus on enhancing the overall customer experience by understanding customer pain points and taking proactive measures to address themSince 1946 Saladmaster has been changing life one healthy meal at a time. With over 500 authorized dealers in over 60 countries, Saladmaster sells the best stainless steel waterless cookware in the industry. With our parent company, Regal Ware, we're able to keep production in the US (right in the Midwest).You will love it here if you believe in the following:FamilyExcellenceIntegrityPassionEmpowermentIf this sounds like the company for you, your seat at our Saladmaster family table awaits.Your seat at the table: Global Customer Service ManagerYou will love this seat if you get, want, and have the capacity to:Lead, Manage and be AccountableHire, train, coach and conduct performance management with your global customer service teamProvide ongoing training and professional development opportunities, including product knowledge, communication skills, and conflict resolution.Drive a high-performance team that is engaged with the customerCoach and mentor team to meet Dealers expectation of supportBuild relationships, ensure compliance and resolve inconsistenciesLead corporate projects and/or participate on project teams as assignedCustomer Support StrategyDevelop and implement a global customer support strategy that aligns with the company's overall business objectives and customer service standards.Define KPIs for successEvaluate and implement customer service technologies, tools, and systems to improve efficiency and enhance the customer service experience.Service Quality Assurance: Ensure that the customer service team consistently delivers high-quality service by establishing and monitoring service level agreements (SLAs) and key performance indicators (KPIs).Global Operations ManagementManage the logistics and operations of customer service centers in multiple locations, including resource allocation, budget management, and ensure the scalability of operations meet global demand.Ensure that the customer service team adheres to relevant laws and regulations, particularly in international markets, and keeps up to date with changes in compliance requirements.Continuous ImprovementIdentify opportunities for process improvement, cost reduction, and increased efficiency while maintaining or enhancing service quality. This may involve implementing best practices and lean methodologies.Collect and analyze customer feedback from various regions and use it to drive improvements in the service and product offerings.Focus on enhancing the overall customer experience by understanding customer pain points and taking proactive measures to address them.We need this seat to have:Bachelor's Degree in Business and/or relevant work experience10+ years' experience in managing independent contractors and remote work staffExcellent leadership skillsWillingness to travel approximately 20%Preferred experience in Global Customer ServicePreferred experience in product warranty management for manufacturing company that distributes goods to end consumersRegal Ware is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.#J-18808-Ljbffr