We’re seeking an energetic, reliable manager who is passionate about customer care to lead our growing team IN ANN ARBOR. As we’re a rapidly growing company, we seek candidates with experience building or creating systems or policies – someone who sees a gap or a problem and who takes the initiative to create a solution. This person will be a change agent and will embrace and enjoy a dynamic work environment. The Customer Care Manager (CCM) serves as a hub connecting the sales, warehouse, customer care, and finance departments – and as such is extremely critical to MTU’s operations.
We’re looking for someone who can work cross-functionally to drive results, who can collaborate with other functional leaders to achieve goals and propel our business forward. Our ideal candidate is contagiously enthusiastic about exceptional customer care. If you’re an exceptional communicator who is looking for a challenging leadership role in a growing organization – please consider applying.
Responsibilities
- Act as point person for taking orders from customers, setting up customer accounts, and monitoring those accounts.
- Represent our brand with integrity, leading with company values and leading with positive intent.
- Develop effective working relationships with key customer contacts and maintain frequent customer contact to maintain positive relationships.
- Liaise with organizational and functional leaders to support and implement growth strategies.
- Identify and implement strategies to improve quality of service and productivity.
- Lead the charge in identifying needs and in developing new customer care policies and procedures; recommend changes to existing practices as required to improve operations according to performance indicators or to support changing business requirements.
- Communicate and implement customer care policies and procedures, including service standards.
- Oversee the achievement and maintenance of agreed customer service levels and standards.
- Monitor issues, review customer complaints, and track customer complaint resolution to maintain positive customer satisfaction.
- Successfully handle complex and escalated customer-related issues, liaising with other departments as needed.
- Coordinate and manage customer care projects and initiatives.
- Support the MTU national sales team in generating sales quotes, sending demo products to reps, and sending evaluation products to prospective customers.
- Work closely with Sales team and communicate information (e.g., pricing issues, late deliveries, etc.) in a timely manner and work with internal departments to resolve any ongoing issues.
- Liaise with finance/accounting to invoice customers and ensure timely payment.
- Monitor accuracy of reporting and database information.
- Analyze relevant data to determine customer service outputs.
- Ensure budget requirements are met, communicating frequently with relevant departments.
- Direct the daily operations of the customer service team:
- Coach, mentor, and develop customer care staff
- Identify gaps in departmental responsibilities and make recommendations for employee skill development as well as the addition of headcount
- Ensure customer service team follows issues through to completion and partners with other departments as necessary to ensure communication and status updates of issue resolution with customer.
- Ensure team applies consistent sense of urgency to issues reported.
- Monitor/document the quality of transactions processed, incoming and outgoing telephone calls, images reviewed and provide continuous feedback to staff.
- Plan, prioritize and delegate work tasks to ensure proper functioning of the department.
- Ensure the necessary resources and tools are available for quality customer service delivery.
Minimum Eligibility Criteria
- Bachelor’s Degree.
- Minimum 5 years of people management experience in a call center or related environment (e.g. inbound sales center).
- Minimum 5 years of experience providing exceptional customer care.
- At least 1 year of experience creating systems or processes.
- At least 1 year of experience managing remote teams.
- SAP experience is preferred.
- Strong technical aptitude is required – ability to quickly become an SAP Super User.
- Strong ability to listen and elicit information effectively.
- Exceptionally organized and detail oriented.
- Ability to lead, motivate, and inspire a successful customer care team
- Exceptional verbal and written communication skills
- Strong ability to move toward the work and multi-task effectively
- Demonstrated track record of creative problem solving
- High tolerance to stress; ability to maintain composure under pressure
Essential Functions of the Job. In the course of performing this work, an employee must be able to:
- Engage in logical reasoning, interpreting and responding
- Spend substantial time sitting and operating a computer (read, write and type), with periods of standing, walking speaking and listening
- Sustain lengthy conversations via phone, video conference, and in person
- Adjust conversation style to accommodate diverse audiences
- Lift up to 25 lbs. periodically
Pre-Employment Requirements: All offers of employment at Micro-Tech Endoscopy are contingent upon clear results of a thorough background check. Background checks will be conducted on all final candidates and on all employees, who are promoted, as deemed necessary.
We are proud to be an equal opportunity workplace and are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status.
Job Type: Full-time
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Paid training
- Parental leave
- Vision insurance
Schedule:
Application Question(s):
- If selected as a finalist, Micro-Tech Endoscopy will request your authorization to run a background check as a part of our hiring and selection process. Please confirm you'd be willing to consent to this standard process.
Education:
Experience:
- people management experience in a call center: 5 years (Required)
- providing exceptional customer care: 1 year (Required)
- creating systems or processes: 1 year (Required)
- managing remote teams: 1 year (Required)
- SAP: 1 year (Preferred)
- Strong technical aptitude: 1 year (Preferred)
Ability to Relocate:
- Detroit, MI 48226: Relocate before starting work (Required)
Work Location: In person