We are looking for a passionate, technology-focused Customer Service Manager to lead the Customer Service team, focusing on putting the customer at the heart of the business whilst driving improvements in efficiency, accuracy, and productivity within the team.

This role will have a fundamental impact on the future success of Evolution as the Customer Service Manager will lead projects to improve the customer experience / journey by identifying enhancements in systems and processes.

Main Duties & Tasks

• Manage the Customer Service team, ensuring that they are all engaged and motivated to achieve Evolution's mission and vision.
• Research, define, and implement new systems to improve the customer experience.
• Be a vital member of the SAP and EDI development project team to identify areas to optimize efficiency, accuracy, and productivity within the Customer Service team.
• Identify systems and processes to transform the Customer Service Department into a profit center.
• Responsible for providing end-to-end service to customers across all channels, including phone, email, live chat, messenger, etc.
• Monitor and respond to customer issues, brand mentions, and customer sentiment across social media platforms, focusing on reputation management.
• Analyze current processes and procedures to understand and formulate strategies to improve the end-to-end customer experience across all platforms.
• Participate as a stakeholder in any other marketing-led projects that improve the customer experience, e.g., supporting website development to create online spare parts sale pages.
• Lead the customer contact center for North America, ensuring the team has a strong knowledge of the Evolution product range to resolve customers' technical queries effectively.
• Define, implement, monitor, and report the achievement of all departmental KPIs, recognizing areas of exceptional performance and identifying areas of continuous improvement.
• Strong collaboration with other departments, including but not limited to the Warehouse and distribution, Sales, D2C, New Product Development, Marketing, and the UK Customer Service team to ensure consistency in all messaging.
• Work with the US Sales team to assist in supporting key account customers.

Skills, Experience & Competencies

• Have a minimum of 3 years’ experience of managing a Customer Service team.
• Must be able to organize and prioritize with strong project management skills.
• Experience of working B2B and B2C.
• Working knowledge of SAP software.
• Working knowledge of Salesforce.
• Online Customer Service platform experience is beneficial.
• Demonstratable experience of implementing and working with the latest technology and systems to improve the overall customer experience.
• Competent with Microsoft Excel, Word, and Outlook.
• Ability to communicate effectively with customers and relevant stakeholders.
• Experience in Consumer Goods or Retail industries would be desirable.
• Additional languages would be advantageous.

Reporting

• Jobholder has a direct report to the Customer Service team of 5 colleagues.

Other Key Relationships

Regular contact with other departments in the US office, including the US Sales team, New Product Development, Marketing, US Warehouse and Workshop, and the UK Customer Service team.

Location

• Role is based in Davenport, IA.
• Occasional travel to other international offices.

Working Hours

This position is full-time, and standard working hours are 8 : 00 to 16 : 30, Monday to Friday.

Benefits Package :

• Health Insurance
• Dental Insurance
• Vision Insurance
• Life Insurance
• Short Term Disability
• 20 accrued vacation days
• 5 paid Sick days.
• 8 paid public holidays.
• Birthday off.
• 401k company match.
• EAP- Employee Assistance Program
• Health / Fitness Reimbursement
• Flexible Spending
• HSA-Company Contribution
• And many more!

About Us

It’s an exciting time to join Evolution! With over 30 years in the industrial power tool market, we’re a fast-growing business operating in over 27 countries, with offices in the UK, US, France, and China.

Evolution has established a well-earned reputation and is recognized worldwide as a steel and fabrication industry market leader.

Evolution has traditionally specialized in steel dry-cutting technology and has developed this technology into a range of multipurpose saws that cut Wood, Aluminum, and Steel.

With a rich history and exciting future, we’re selling more power tools in more places to more people than ever before. Evolution aspires to build on our well-earned reputation and become one of the great iconic brands in the power tools market.

You will play a critical role in making that vision a reality and will be based out of our Davenport office. As a company, we have a unique, patented product and exciting future strategic plans to continue our rapid growth trajectory.

We are looking for innovative and ambitious colleagues to join us on this journey and have a tangible impact on taking Evolution Power Tools to the next level.

Last updated : 2024-06-26