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AS Manager Customer Solutions

Alpharetta, GA

Step into the innovative world of LG Electronics. As a global leader in technology, LG Electronics is dedicated to creating innovative solutions for a better life. Our brand promise, 'Life's Good', embodies our commitment to ensuring a happier life for all. We have a rich history spanning over six decades and a global presence in over 290 locations.  Our diverse portfolio includes Home Appliance & Air Solution, Home Entertainment, Vehicle Components Solutions, and Business Solutions.  Our management philosophy, "Jeong-do Management," embodies our commitment to high ethical standards and transparent operations. Grounded in the principles of 'Customer-Value Creation' and 'People-Oriented Management', these values shape our corporate culture, fostering creativity, diversity, and integrity. At LG, we believe in the power of collective wisdom through an inclusive work environment.  Join us and become a part of a company that is shaping the future of technology.  At LG, we strive to make Life Good for Everyone.  

What we can offer:

A crafted employee experience designed to foster professional growth, a focus on health & well-being and an internal community that will set you up for success.

The Opportunity:

 

The Customer Solutions Group Manager maintains day-to-day oversight of the Customer Solutions team and is responsible for receiving and resolving escalated, complex LG Air Conditioning Technology (LG ACT) customer issues in a timely manner.  The individual in this role works closely with other internal LG ACT, LG Electronics US, and LGEAI teams to find immediate resolution to customer issues, understand the underlying root cause and implement countermeasures and permanent preventative solutions in order to create a frictionless, industry leading B2B customer experience.

ESSENTIAL JOB FUNCTIONS:

  • Manages escalation of complex B2B customer issues and ensures that issues are responded to and resolved in a timely and competent manner.
  • Actively engages with the team to resolve problems that materially impact B2B customers’ experience with LG ACT such as onboarding support, credit, supply chain issues, co-op, and transaction discrepancies.
  • Establishes, monitors, and analyzes departmental KPIs to identify trends and make appropriate adjustments to departmental processes, systems, and tools to improve the overall performance of the team.
  • Manages the day-to-day activities of the Customer Solutions Group.
  • Focuses on achieving industry-leading customer experiences through both rapid and final resolutions to customer issues and implementing innovative process and technology solutions to prevent future occurrences of the same issues.
  • Develops and delivers monthly team activity reports for executive leadership.
  • Incorporates lean thinking and problem-solving practices into the day-to-day routines of the Customer Solutions Group including MDI, root cause analysis, and countermeasure deployment.
  • Leads team continuous improvement activities including kaizen events and A3 projects.
  • Drives cross-functional collaboration and builds and maintains strong relationships across LG ACT, LG Electronics US, and LGEAI functions.
  • Selects, develops, motivates, and evaluates Customer Solutions Group team members to ensure maximum effectiveness and engagement.
  • Works in concert with LG Contact Center management to achieve significant improvements in customer satisfaction as measured by Net Promoter Score (NPS).
  • Oversees the development and continuous improvement of departmental processes.
  • Other duties as assigned.

 

JOB REQUIREMENTS:

  • Minimum of 10 years’ experience in direct customer support roles
  • Minimum 5 years of experience in an HVAC industry customer support role
  • Minimum 5 years of experience leading people / teams
  • Ability to travel up to 20%
  • Demonstrated experience with lean principles or continuous improvement processes
  • Ability to translate complex thoughts and ideas and communicate them in an easy-to-understand form
  • Exceptional organizational skills with an ability to manage and prioritize multiple projects simultaneously
  • Ability to influence without authority to achieve goals
  • Proficient computer skills including experience with the Microsoft Office suite and Salesforce CRM and Service Cloud case management platform

Privacy Notice to California Applicants

At LG, we aspire to empower people and celebrate differences because we believe diversity will create the unexpected. We provide equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by state, federal, or local law. Consistent with our commitment to providing equal opportunity and embracing diversity, LG has implemented affirmative action to ensure applicants are employed and employees are treated without regard to these characteristics.

In addition to the above, LG believes that pay transparency is a key part of diversity, equity, and inclusion. Our salary ranges take into account many factors in making compensation decisions including but not limited to skillset, experience, licensure, certifications, internal equity, and other business needs. While we consider geographic pay differentials in final offers, because we operate in many geographies where applicable, the salary range listed may not reflect all geographic differentials applied.

 

 

 

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