General Manager Customer Service

Our client is a large manufacturing firm that provides high quality industrial machinery. They are looking for a Deputy General Manager-Customer Service with manufacturing or machine experience. This role is a mix of leadership and strategic management of customer service operations, focusing on enhancing customer service, satisfaction and loyalty. In this role you will manage teams of customer service agents and field service technicians, address service issues, maintain service level agreements to increase productivity.

Title: Deputy General Manager-Customer Service

Location: Elk Grove, IL

Required Skills And Responsibilities

• 10 years of experience in a customer service or field service organization within the manufacturing industry
• Proven track record of building a customer service organization including establishing policies and procedures for supporting customers.
• Establish the customer service organization to improve the customer service experience
• Develop a system of metrics to aid in the evaluation of customer satisfaction.
• Build, lead, and retain, high-performing service and support teams.
• Develop and implement methods to record, assess, and analyze customer feedback.
• Drive Digital Transformation initiatives to continuously improve customer service quality.
• Utilize the company's integrated software systems (CRM / ERP), maintain accurate customer service records and documentation.
• Develop and implement methods to record, assess, and analyze customer feedback.
• Create a database of active machines using the company CRM system with the goal of improved customer service and business development.
• Ability to travel within the US up to 30-40% of the time.
  
  

Nice To Have Skills

• Microsoft Dynamics 365, Dynamics AX or similar CRM and/or ERP software systems.
• Mechanical Engineering background in the industrial equipment industry.
• Bachelors Degree in Engineering
  
  

Compensation

• $160,000-175,000
• Annual bonus
• Company car
• Relocation package if necessary
  
  

For additional information, please reach out to Jed Pillion at jpillion@talener.com