What are the responsibilities and job description for the Customer Care Manager position at RS Hughes Co., Inc.?
Imagine a company that recognizes excellence in not only the products it sells, but also in its employees. R.S. Hughes Company, Inc. is that company. We hold ourselves to the highest standards of quality and professionalism - and we treat our employees like the valuable assets they are.
Founded in 1954, R.S. Hughes Co., Inc. is a dynamic, North American distributor of industrial supplies. With 49 warehouse sites in the United States and Mexico, we maintain an extensive inventory of adhesives, abrasives, electrical, static control, tapes, labeling and safety products.
In addition to competitive salaries and benefits, we offer an environment that asks you to make a difference. We value hard work and common sense, and we consistently reward those that exemplify these traits. If you're looking for a great team to grow with and if you are willing to embrace the challenges of being expected to be the best, we welcome you to come join the R.S. Hughes Company, Inc. team!
Position Description
The Customer Care Manager (CCM) is responsible for delivering customer satisfaction by developing and supporting customer care teams and fostering relationships of cross functional stakeholders. The CCM assists in process improvements, manages change initiatives, ensures frequent department communications, intervenes as needed with customer issues and problem solving, and ensures the team has the training, tools and proper staffing levels to be successful. Our people are our biggest assets and therefore the CCM will closely manage performance and customer (internal and external) interactions and provide coaching and development. This role is expected to adhere to all company policies and safety protocols.
Key Responsibilities Performed by a Successful Customer Care Manager :
- Responsible for the customer experience as it relates to customer for accounts assigned to their team.
- Responsible for monitoring reports and processes to ensure customer data and order management hygiene is in place.
- Assists in improving efficiencies in all order management channels : web orders, VMI, and AI.
- Responsible for the developing a team to successfully provide service to our customers by ensuring workload and performance is properly monitored and managed.
- Manage the performance and development of team, set clear objectives in line with organization objectives, and training requirements.
- Actively collaborate and communicate with cross functional departments to continually improve customer satisfaction.
- Proactively assist in enhancing the service and experience for our customers, implement action plans and escalation procedures to address problematic areas and identify improvements.
- Communicate effectively with team and stakeholders to provide feedback, resolve problems and drive solutions.
- Assist with on time delivery of department initiatives such as but not limited to : Customer Care transformation / Decoupling of functions and development of standardized processes & training.
- Manage service issues by clarifying customer complaints / on time ship issues by determining root cause and seeking solutions and escalating appropriately. Establish root cause analysis and communicate efficiently to the senior management team.
- Maintain up-to-date knowledge of products, customers, processes, systems and suppliers.
- Participate in external customer meetings and visits to represent R. S. Hughes' commitment to service.
- Align and support Training & Development Manager with implementation of training.
- Remain fully flexible to meet business requirements and demands.
- Set a positive example during challenging times.
- Other job duties as assigned.
Education / Certification / Licenses
Required Competencies That Will Make You Successful :
LI-KD1
Equal Opportunity Employer / Protected Veterans / Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)
