Customer Service Manager

Lithion Battery is a vertically integrated manufacturer of cells and rechargeable battery packs servicing the Medical, Energy, Robotics, Industrial, and Military/Defense markets. Lithion Battery works closely with OEM manufacturers and end users to provide custom and high-quality power solutions for critical applications where reliability is paramount. This position is based at our Henderson, Nevada office.

Do you have a vision and aptitude for helping others? We are seeking a highly qualified and experienced Customer Service Manager to join our team. This person will be responsible for overseeing and managing the customer support operations within our organization. You will ensure customer gratification and swiftly and efficaciously address any issues or concerns that may emerge. To ensure that your team of customer service agents provides outstanding support services, you will accommodate them as their team leader, offering direction, training, and performance feedback.

Key Responsibilities & Tasks

• Use Freshdesk or a similar ticketing system platform to manage customer support tickets and maintain customer relationships.
• Approve all Return Material Authorization requests making sure the process is smooth and efficient.
• Monitor Return Material Authorization repairs to improve company product and create work constructions for the ease of any team members use.
• Stay updated on industry trends and best practices in customer support to introduce innovative strategies and technologies that enhance support operations.
• Monitor customer satisfaction levels, analyze support metrics, identify areas for improvement, and take proactive measures to address customer concerns and enhance the support experience.
• Handle escalated customer issues and complaints, demonstrating empathy and professionalism in resolving complex situations.
• Collaborate with other departments, such as product development and sales, to provide customer feedback and contribute to product/service improvements.
• Ensure adherence to response and resolution time targets, and proactively manage support queues to prevent bottlenecks.
• Foster a positive and collaborative team culture, promoting open communication, teamwork, and a customer-centric mindset, ensuring a smooth workflow and efficient resolution of customer inquiries and issues.
• Conduct regular team meetings, training sessions, workshops, set performance goals and expectations for support agents, monitor their progress, and provide ongoing feedback and coaching to enhance the skills and knowledge of support agents.
• Provide weekly updates to management on trends analysis, product improvement recommendations, and RMA analysis.
• Other duties as required or assigned
  
  

Qualifications

• Certificate, diploma, or degree accreditation in Engineering, Business, or a related field is preferred
• A minimum of one year of experience working with battery technologies or solar solutions preferred
• At least two years of experience in a customer-facing management role
• Must be computer literate
• Ability to work under pressure and meet deadlines
• Proficiency in using Freshdesk or similar customer support platforms
• Strong technical understanding of energy storage solutions
• Excellent communication and leadership skills
• Able to exercise sound judgment, is self-motivated, with the ability to prioritize key requirements in a fast-paced environment is a must
• Bilingual (Spanish) highly recommended
  
  

If you are a passionate and driven individual who is eager to contribute to a team, we want to hear from you. Candidates who meet the required qualifications are invited to submit their resume and cover letter. We thank all those who have shown interest in this position, however only those being selected for an interview will be contacted.