Customer Service Manager

Job Overview

The Kettering, OH Industrial Commercial Transportation Customer Service Manager will lead a Team >20 members within the North American customer service organization which is >50 members.  Our team operates via a customer point of use strategy from Kettering, OH and Empalme, MX delivering an Extraordinary Customer Experience to an integrated Direct and LADD/Distribution model.

The primary location for this position is Kettering, OH.

This is a full-time position reporting directly to the North America ICT Customer Service Manager. 

What You'll Be Doing....

•    Advance best in class Customer relations via Quality, Delivery, Innovation and Responsiveness.
•    Provide Leadership within a demanding and fast-paced environment.
•    Develop/Lead Customer engagement projects and processes focused on:
o    Increasing Customer forecast accuracy.
o    Developing behavior analytics which enhance proactive Customer engagement focused on minimizing waste and increasing the “Extraordinary Customer Experience (ECE).
•    Lead Lean Business Process Strategy, Process Transformation, Performance Improvement Management, Talent Development and Mind-set & Culture as the NA Site Leader.
•    Proactively identify and prioritize systems & analytic pain points while managing organizational expectations for solutions. 
•    Ensures value add IT solutions are deployed successfully on time through-out ICT to maximize ROI.
•    Enable & drive Customer Care skills proficiency enhancement via competency matrix development, employee assessment, training curriculum development and trainer development.
•    Optimize North American Customer self-serve capability.
•    Represent Customer Care during customer visits to build high level relationships and facilitate mutually beneficial projects.
•    Develop relationship with all business units and TE functions to ensure team understands and strives to meet expectations of the business.
•    Partner with sales to develop support opportunities which contribute to ECE Examples:  Shipping costs, Customer payment behavior (A/R residuals)
•    Lead customer chargeback data analysis.
•    Mentor, lead, guide, and direct talent from other functions, becoming a TE talent developer.
 

What your background should look like:

• •    Bachelor’s degree required.
  •    5 years relevant customer experience management background required.
  •    Knowledge/understanding of Customer Relationship Management/CRM systems.
  •    SAP – 7+ years’ experience
  •    Fluency in English required. 
  •    Ability to persevere in the presence of intense customer & organizational pressure.
  •    Practices attentive and active listening while demonstrating command skills so that timely solutions are obtained within a large & diverse organization.
  •    Demonstrates high level of decision making and knowledge within the transportation Industry.
  •    Ability to motivate and build effective teams. 
  •    Values: Integrity, Accountability, Inclusion, Teamwork, Innovation 
  •    Superb listening skills and professional oral & written communication skills with an ability to inspire trust and accountability through an empathetic communication style which promotes a quality image of TE. 
   

Preffered Skills

• Literacy in supply chain planning, demand systems, and MS Office
• Lean Business Process experience preferred
• 10+ years relevant customer experience management background preferred
• SET: Strategy, Execution, Talent (for managers)

Competencies