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Customer Service Manager - Americas

Plano, Texas, United States

We empower smarter business operations by connecting equipment, software, and services to protect, control and optimize assets within electrical infrastructures. The business provides customers, across various industries, with end-to-end product and service solutions ensuring the reliability and protection of their electrical infrastructure. We provide the latest industry insights and technology to develop solutions needed to meet customers evolving challenges, including innovative critical power solutions designed for high reliability and performance. Our culture is one of quality and operational excellence fueled and supported by talented people, tools and processes, and expertise. 

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Job Overview

This position will lead a team of customer service specialists in US and Mexico to provide internal and external customer support (technical, order assistance, payment-related assistance, etc.).  This position will also oversee and coordinate customer support processes, definition, implementation and execution in the Americas region for OmniOn Power in order to achieve the target levels of service, quality, operational efficiency and customer satisfaction. 

This position is based on Plano, TX and reports to the Americas Region Leader.

Responsibilities

As the Customer Service Manager for Americas, you will:

  • Create, implement, monitor, and review all customer service operations for the region.
  • Establish key performance indicators and targets for the team. Provide oversight and support to ensure these targets are achieved.
  • Coordinates the resolution of customer issues related to product deliveries, disputed invoices, return material authorizations, stock rotations, customer credit, and other related issues with Sales, Operations, Finance, and other functions.
  • Work with sales managers to provide price quotes to customers for flow products.
  • Manage orders in backlog to ensure timeliness of revenue recognition and invoice generation
  • Lead the process to ensure any applicable tariff or tax are included in the invoicing process .
  • Drive the process for adding new customers, maintaining the customer master file, order entry, and export control to ensure we comply with all company and local regulations.
  • Ensures the resolution of customer issues (e.g., order, technical, payment) by leading a team of Customer Service Specialists to coordinate with Sales, Operations, Supply Chain Management, and other internal and/or external teams.
  • Ensures timely issue of invoices for revenue generation. Identifies and closely follows up on customer issues relating to credit.
  • Recommends appropriate solution for special customer requests, and coordinates with related teams to ensure the complete handling of the request (e.g. resourcing, quotes, price lists, invoice) is in place.
  • Establish regular reports and statistics of the customer support process. Reviews and analyzes performance against standards and prepares improvement plans.
  • Ensures (with HR Manager support) that the area of responsibility is properly organized, staffed, skilled and directed. Coaches, motivates, and develops direct and indirect subordinates within HR policies. Drives and ensures know-how sharing and cross-collaboration.

ELIGIBILTY REQUIREMENTS: OmniOn Power will only employ those who are legally authorized to work in the United States for this opening. We will not sponsor individuals for employment visas, now or in the future, for this job opening.

 Basic Qualifications: 

  • Bachelor's Degree
  • 7 years of experience leading Customer Service or Customer facing teams
  • 3 years experience using SAP or similar ERP system

Desired Characteristics

  • Requires strong managerial skills and ability to interpret and forecast changes in customers' buying patterns and product requirements. 
  • Requires strong communication skills and ability to negotiate and influence customers regarding escalations, delivery terms, changes in customer request dates, payment disputes, etc. 

We are an Equal Employment Opportunity (EEO) and Affirmative Action Employer encouraging diversity in the workplace.

All qualified applicants will receive consideration for employment without regard to their race, creed, color, ancestry, religion, sex, national origin, citizen status, age, sexual orientation, gender identity, disability, marital status, family medical leave status, or protected veterans status. 

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

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