Customer Support Manager

The Customer Support Manager (CSM) will oversee the customer experience strategy companywide, including building the overall customer relationship management capability, capturing customer data across all key touchpoints of the business to support our teams' requirement for high level of service and excellent consumer experience. This role is pivotal to acquire new consumers, increase customer lifetime value, maximize consumer retention, and empower our parts, sales, service, ecommerce, marketing, and support teams to provide a world-class experience to every customer.

SUMMARY OF RESPONSIBILITIES

Ensure customer satisfaction with Tellus Equipment Solutions' product support and deal promptly with any disputes or potential disputes in accordance with Tellus policies and procedures. Follow-up with customers to ensure that disputes are resolved on a timely basis.

Create and develop a customer call center

Implement and manage Expert Connect

Act as the primary point of contact, administrator and subject matter expert on our sales and customer success systems.

Identify data metrics and analysis across our CRM systems and processes to strengthen value creation with customers.

Ensure contact is maintained with customers (current and new customers) in assigned territory in accordance with the agreed call frequency in order to maximize the product support revenue and profitability.

Manage and follow-up on customer experience surveys across dealer locations

Manage Warranty administration and machine monitoring analysts

KEY QUALIFICATIONS & COMPETENCIES

Strong focus on customer service with the ability to help customers utilize the latest in equipment technology to enhance their business.

Strong knowledge of principles and techniques of sales and customer service.

Must be able to self-manage/self-motivate.

Strong analytical and data-driven mindset, with experience in utilizing metrics and KPIs to measure marketing performance and inform decision-making.

Prior experience managing a call center.

Excellent communication and interpersonal skills, with the ability to effectively influence and collaborate with internal and external stakeholders at all levels.

Experience working in a fast-paced team environment

Knowledge of basic computer applications, Microsoft programs as well as scheduling applications

Basic machinery and vehicle capability knowledge

EDUCATION & CERTIFICATIONS

Bachelor's degree or equivalent work experience required.

WORKING CONDITIONS

The work environment/physical demand characteristics described here are representative of those the employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Standard office environment

Ability to stand, walk, bend, climb, lift 50 lbs., and stretch as required by a specific task