Customer Service Manager (50328)

We are Cleveland!

Cleveland Range, is a leading manufacturer and designer of steam cooking equipment. We have a long and proud history of serving the foodservice industry with quality and innovative cooking devices. Our current product offerings include steamers, combination steamer-ovens, kettles, braising pans and specialty application ovens.

The Customer Service Manager leads the customer service organization and drives a customer focused, responsive attitude through to the end user of the market for Cleveland. Manages customer challenges and opportunities through a process-focused approach, following duties personally or through subordinates. Establish best practices and customer satisfaction. Manages, plans and coordinates the Customer Service team to ensure quality, effectiveness, and efficiency meet both the organizational and external sales teams’ (Rep groups and Dealers) goals and expectations.

Major Accountability

• Fosters communication with the production scheduling team to ensure orders are entered and processed timely to meet customer needs. Promote cohesion between the two teams by educating the Customer Service team on production constraints and lead times.
• Maintain / Develop meaningful metrics and ensure goals are met. Sets the strategic direction for the team that aligns with company objectives and creates an environment / culture to exceed customer expectations.
• Lead customer service teams to ensure the execution of sales order entry and order management to meet all business requirements and individual and team goals.
• Provides support and issue resolutions to ensure best-in-class customer service. Identifies and escalates unresolved customer concerns or operational issues to the proper individual or department.
• Collaborate with cross-functional teams to identify opportunities for process improvements and implement solutions to optimize customer experience. Specifically, collaborate with the shipping and warehouse personnel to minimize freight costs while balancing on time delivery.
  

Key Tasks and Responsibilities

• Plans, directs, supervises, trains, and motivates Customer Service Teams.
• Identifies and resolves customer concerns to drive customer-centric culture throughout the organization, emphasizing the importance of customer satisfaction in every decision and interaction.
• Lead customer service group to ensure the execution of sales order entry and order management to meet all business requirements including headcount, budget, accuracy, cost, responsiveness, and timely resolution.
• Fosters continuous Improvement culture to allow the organization to streamline activities and optimize the experience with the customer. Transaction efficiencies with automation, common practices, and eliminating waste as means to drive performance.
• Consistently operate in a manner that aligns to the Company Core Values. DISCLAIMER: The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.