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Customer Care Manager

Company: Woodgenix LLC
Location: Random Lake
Posted on: September 23, 2022

Job Description:

Description:
Summary Under the direction of the Director of Engineering, the Manager of Customer Care directs the customer care activities to provide the best possible customer satisfaction.

Requirements:
This list of duties and responsibilities is not all-inclusive and may be expanded to include other duties and responsibilities as management may deem necessary from time to time. 1. Prioritize, schedule, and delegate work assignments and directly supervise the customer care staff to ensure the best possible customer. 2. Establish, implement, and maintain customer care standards, policies, and procedures. 3. Ensure the continuous, on-going improvement of processes and methods to maintain and improve the quality of customer care. 4. Ensure customer care personnel maintain and improve customer goodwill during contact periods. 5. Address and resolve customer complaints. 6. Develop and maintain customer relationships. 7. Direct training of customers for proper interaction with WoodgeniX's customer care department. 8. Participate on cross-functional teams to address and resolve customer problems. 9. Recommend product or service modifications or improvements based on information gathered from customer care experiences. 10. Develop improved processes and methods to increase departmental productivity. 11. Ensure the completion and maintenance of all required paperwork, documentation, files, records, etc. 12. Ensure compliance with all housekeeping procedures, and all quality and safety regulations. Supervisory Responsibilities Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems. Qualifications To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Education and/or Experience Requires bachelor's degree and five to seven years of related experience, or ten to twelve years of progressively responsible related experience, or a combination of education and experience. Experience with ERP and CRM systems, Customer Care Management experience in a manufacturing environment. Language Skills Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, customers, and employees of the organization. Mathematical Skills Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent. Reasoning Ability Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit. The employee frequently is required to use hands to finger, handle, or touch objects, tools, or controls and talk or hear. The employee is occasionally required to stand and walk. The employee must occasionally lift and/or move records, files, and reports weighing up to 10 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus. Work Environment The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. .PM21 PI190650484

Keywords: Woodgenix LLC, Milwaukee , Customer Care Manager, Executive , Random Lake, Wisconsin

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