Sorry, this job is no longer accepting applications. See below for more jobs that match what you’re looking for!

Retail Customer Care Manager

Expired Job

Masonite International Corporation Tampa , FL 33602

Posted 5 months ago

Summary

Our vision is to be the best provider of building products in the eyes of our customers, employees, shareholders, suppliers and communities.

At Masonite, we understand that people are key. We are a composite of diverse people who come together by showing support and respect to one another.

We hire people that demonstrate integrity under pressure. Integrity is at the foundation of everything we do. It is in each door we make, in our commitment delivery and in our honest and sincere communication.

Our employees are flexible, versatile and resilient. Our ability to weather any storm, to bend without breaking, is what allows us to hear the knock and open the door with confidence, no matter what's on the other side.

At Masonite, we hold the door open for each other and for new ideas. We want everyone to freely contribute ideas and add value, so we are positive and encouraging. This collaborative environment is what makes Masonite a transparent, fair company- one that doesn't hide behind closed doors.

We continuously strive to improve both our products and our customers' experiences. This drive leads us to revolutionize the door industry and help people walk through walls.

Responsibilities

The Customer Service Manager has accountability for our Retail Customer Service teams across North America. This position will be responsible for the day to day leadership of the teams while also having influence on the strategic direction of the organization. This will be a hands-on leadership role and a member of the Senior Customer Service Leadership Team.

Key Job Functions:

  • Provide leadership, coaching, mentoring and development to direct reports

  • Develop and implement Customer Service policies, procedures, standardized work, training, systems and best practices throughout the organization

  • Continuously improve Customer Service results by evaluating and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing change

  • Establish strong partnerships and collaboration with Sales, Operations, Supply Chain and HR to deliver an exceptional Customer and Employee Experience

  • Anticipate Customer Service issues as a result of long-range business strategies and partner with Customer Service supervisors and Plant leadership to create proactive solutions to keep up with evolving changes

  • Coordinate with Customer Service Leaders in other business units and support functions to insure programs are consistent and application is in accordance with established policies and comply with applicable laws and regulations

  • Coordinate and manage Customer Service projects and initiatives

  • Address complex and escalated Customer Service issues

  • Develop and implement the training and assessment resources needed for the Customer Service team

  • Enforce pricing policies while maintaining Sarbanes Oxley (SOX) compliance

  • Adhere to and administer company related safety/environmental rules and regulations

  • Perform various other duties as assigned

Qualifications

  • 5-7 years of customer service management experience a must, in building products a plus. A minimum of 10 years' experience in customer service required.

  • Bachelor's degree in Business or related area mandatory

  • Strong collaboration and problem-solving skills

  • Strong MS Office skills (Excel, PowerPoint, Word)

  • Working knowledge of customer service software, databases, and tools

  • In-depth knowledge of customer service principles and practices

  • Proven track record to think strategically and to lead effectively

  • Strong client-facing and communication skills

  • Demonstrated ability to manage multiple, competing priorities, facilitate projects & business processes, and work effectively both independently & as part of a collaborative team

  • Proficient in leading remote teams across North America

upload resume icon
See if you are a match!

See how well your resume matches up to this job - upload your resume now.

Find your dream job anywhere
with the LiveCareer app.
Mobile App Icon
Download the
LiveCareer app and find
your dream job anywhere
App Store Icon Google Play Icon
lc_ad

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Customer Care Representative

The Hertz Corporation

Posted 6 days ago

VIEW JOBS 1/12/2019 12:00:00 AM 2019-04-12T00:00 General Responsibilities The Customer Care Representative is an essential member of our team at our airport locations. Often the first face our travelers see upon arriving to do business with us, our CCRs serve as brand ambassadors with a welcoming smile. Exhibiting a genuine interest in the needs of our travelers will help you to build rapport while providing the fastest, easiest and most valued experience to our customers. As a CCR with Hertz, you will become a subject matter expert in providing the vehicle our travelers want and need, in a timely and efficient manner. You will be empowered to provide each customer with the best vehicle for their needs and to create memorable experiences. You will fully understand your role in building loyalty to our Hertz brand. Responsibilities * Provide world class customer service by managing the rental (and occasionally return) process, in compliance with Hertz's policies and procedures. * Welcome each customer with a smile. * Proudly represent Hertz with your professional appearance, language and behavior. * Focus on providing a clean and safe vehicle, to every customer, every time. * Take ownership of each customer's service experience by immediately owning and resolving issues. * Be proud of our brand and the role you play in our success. * Play an active role in our environment of teamwork and collaboration; know how your role contributes and do your part. * Thoroughly enjoy Going for the WOW! Desire to Surprise and Delight. * Build brand loyalty. * Utilize company approved sales and service techniques when determining customer wants and needs. * Offer optional products to meet customer wants and needs. * Prepare all rental and return documents accurately and completely. * Qualify each customer using our company rental requirement guidelines. * Provide customers assistance with directions, maps, local area information, appropriate service information, etc. * Review rental parameters with all customers to ensure a complete understanding of our rates and service charges. * Ensure that the return date and time on the rental agreement is accurate. * Review all charges at the time of vehicle return. * Prepare the Rental Agreement Folder with all required information. * Answer the phones to assist customers in a friendly, helpful and prompt manner. * Assist customers by effectively resolving all customer service issues. * Assist and coordinate customers within the queue to minimize any wait time and promote the most efficient service method as required. Mandatory Requirements Educational Background * High School diploma or equivalent Professional Experience * A minimum of one year of sales or customer experience in a high volume or service oriented environment Skills * Passion for customer service and attention to detail - Goes the extra mile * Self-motivated to achieve and exceed targeted goals * Strong computer proficiency, including typing skills and the ability to navigate through multiple computer systems. Ability to multi-task on these systems while engaging with the customer in person and/or over the phone. * Proficiency in English * Good communication skills both written and oral. Communicate in English clearly and proficiently. Candidates fluent in other languages are encouraged to apply * Work in a fast paced environment with a variety of tasks. * Excellent organizational and time management skills * Demonstrate professionalism and interpersonal skills * Proven experience of working well within a team * 100% customer focus, with proven experience within a customer facing environment Additional Requirements * Work flexible shifts including weekends and holidays; and work overtime as required * Work outdoors during all weather conditions * Stand for long periods of time EEO StatementHertz is an equal opportunity affirmative action employer and administers all personnel practices without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity or expression, marital status or domestic partnership status, disability, protected veteran status or military status, genetic information, or any other category protected under applicable law. Hertz is committed to taking affirmative steps to promote the employment and advancement of minorities, women, persons with disabilities and protected veterans. The Hertz Corporation Tampa FL

Retail Customer Care Manager

Expired Job

Masonite International Corporation