Hybrid Customer Service Manager

at ASC Engineered Solutions

• Job title: Customer Service Manager
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: $90,000 - $110,000 per year
• Degree requirement: High School Diploma
• Location requirements: Hybrid, Vancouver, United States

About the role

• Customer Service Manager at ASC Engineered Solutions leading the West Accounts Team. Driving strategies for a best-in-class customer experience while managing support team performance.

Responsibilities

• Hiring: responsible for hiring new team members. Partner with HR on recruiting, resume review, interviews, and offer decision discussions.
• Training: ensure timely onboarding of new hires while also providing consistent, on-going learning/development initiatives for all team members to enhance performance and growth opportunities.
• Interact with team members daily to motivate and coach for peak performance. Provide feedback, guidance and develop corrective action plans when needed.
• Direct and monitor workload balance among team members and effectively delegate to ensure customer experience goals and SLA’s are consistently met.
• Set, manage, and monitor employee/team goals and objectives with clear communication on expectations for productivity, quality, and continuous improvement.
• Monitor reports, KPI’s and dashboards while analyzing data to assess resource allocation, maximize efficiency, and ensure high customer satisfaction. Review with team and individuals on a regular basis.
• Contribute to development and roll-out of customer service/sales support standard operating procedures and evaluate effectiveness.
• Recommend process improvements to drive efficiency and improved customer experience.
• Support team members in resolving escalated issues and complaints to ensure prompt resolution time and consistent quality.
• Provide back-up support to team members and assist with tasks when needed to ensure SLAs are met.
• Support onboarding and training of new team members on customer-facing activities as it relates to ASC and the Customer Service department.
• Provide support on cross-functional initiatives as internal liaison for Customer Service team with ASC stakeholders including sales, marketing, finance, and operations.

Requirements

• Prior experience managing a support team in a fast paced, high intensity, customer focused environment.
• Demonstrated in-depth knowledge of ASC’s customer base, products, and procedures or 3-5 prior experience managing a team of direct reports in customer service/sales support.
• Ability to remain calm and professional under pressure while modeling such to their team members.
• Excellent leadership and interpersonal skills.
• Strong organization skills and ability to multi-task/prioritize based on urgency.
• Strong written and verbal communication skills with ability to communicate across multiple levels within an organization.
• Demonstrated ability to analyze complex situations and effectively problem-solve.
• Proven capacity to discern when confidentiality must be observed.
• Demonstrated ability to work through an organization with key business partners to hit key metrics and drive process improvements.

Benefits

• The base salary range for this position is $90,000.00 - $110,000.00 USD annually
• ASC Engineered Solutions’ philosophy on compensation is based on careful consideration of additional factors such as an individual’s education, training, work experience, job-related skill set, location, and industry knowledge, as well as the scope and responsibilities of the position and market considerations.