Manager of Customer Care

Description

Springs Window Fashions is hiring for a Customer Care Manager to drive exceptional customer care and service for our SunSetter business.  This position can be based in our Madison, WI area Corporate Headquarters or in our Montgomery, PA Customer Service site.

Job Summary

This individual is responsible for leading, developing and managing the internal and external/third party customer care team.  Primary goals are:

• Deliver best-in-class Customer service for Dealer, Retail and Direct to Consumer (DTC) customers.
• Provide service & technical support to SunSetter’s independent dealer network and end consumers.
• Build a world-class Direct to Consumer (DTC) sales operation
• Key contributor on the SunSetter leadership team, taking an active role in helping shape the development of SunSetter’s strategies, technologies and systems required to execute annual marketing plans, support all sales channels and provide best in class service to all customers.Lead the strategy development and execution of annual plans for the customer care team across all locations, assess technology needs to increase productivity, define and drive customer related KPIs and develop talent across the team.

Job Responsibilities

• Oversee strategy development and execution for the Customer Care team to ensure proper staffing, workload, training, processes and technology
• Manage a team of Customer Care employees, building a growth culture which delivers, world-class customer service as well as employee satisfaction through empowerment
• Provide focus and leadership required for effective day to day operations for the Customer Care team
• Responsible for the achievement of key business/team metrics
• Motivate team to exceed established guidelines for both internal and external quality scores
• Assist regularly with escalations and customer needs, including taking calls and assisting with call/problem resolution
• Achieve goals and operational measures around attendance, quality and productivity guidance, while ensuring teams are inspired to exceed expectations
• Translate business objectives into actionable tactical plans that teams enthusiastically execute
• Responsible for learning and enhancing current functions and processes
• Responsible for documenting and creating Standard Operating Procedures
• Provide team updates around Quality and service delivery as well as plans for any necessary changes.
• Determine annual staffing capacity required by forecasting annual contact volume requirements by channel to meet or exceed established sales and service goals.
• Develop with staff, all metrics for determining Customer Care success in Sales and Customer Service. Measure results weekly and monthly against metrics to ensure goals are met or exceeded or implement appropriate corrective actions.
• Develop and manage to monthly and annual financial budget while identifying variances and taking corrective action to ensure plan objectives are met.
• Solicit, track and measure all relevant customer data to identify service, product quality, vendor reliability, or other performance issues for taking corrective actions or advising other department heads for involvement.
• Promotes positive business relationship with Contact Center partners, vendors, dealers and customers to insure accurate flow of information for joint problem identification and resolution.
• Represent Customer Care in all management team meetings to ensure the team is a proactive and positive partner in all business endeavors and assists in identifying and resolving challenges/obstacles that may occur over time.  
• Manage internal and external contact center processes, procedures, and performance results to ensure compliance with corporate, legal and customer requirements
• Where performance, capacity, technology or cost dictate; initiate and perform RPFs to identify new or additional vendors to support business requirements.
• Ensure all new business partnerships are properly vetted and contracts developed to ensure successful business results are obtained in accordance to established timetables for the mutual and long-term success of both parties.

Requirements

Education and Experience

• 4-year degree from accredited college or university
• 5 years management experience in a dynamic, customer service, customer care oriented, environment.

Knowledge, Skills, and Abilities

• Positive, enthusiastic ‘people’ person with strong analytical and strategic skills, significant experience successfully leading teams.
• Demonstrated track record of teamwork and team building; exceptional conflict resolution skills.
• Able to work well cross functionally and manage coordinated efforts successfully with other members of leadership.
• Highest level of unyielding integrity – managing confidential and sensitive information professionally, outstanding reputation for business ethics.
• Strong problem-solving skills; able to quickly assess market/operational issues and plan successful strategies to mitigate impact to customer satisfaction
• Requires demonstrated leadership and organizational skills, with passion and ability to drive multiple objectives successfully.
• Strong written and oral communication skills; PC skills (Excel, PP, Word, Access), CRM