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Customer Service Manager

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POST DATE 9/17/2016
END DATE 10/14/2016

Johns Manville Littleton, CO

Company
Johns Manville
Job Classification
Full Time
Company Ref #
JTC-4318
AJE Ref #
576205705
Location
Littleton, CO
Experience
Mid-Career (2 - 15 years)
Job Type
Regular
Education
Bachelors Degree

JOB DESCRIPTION

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The Customer Service Manager leads a team of 6-15 Customer Service Advocates. This individual is responsible for managing the team, developing talent and providing day-to-day feedback while effectively communicating business objectives and priorities. The manager works cross-functionally across business units to resolve critical and complex issues. Additionally, this individual is responsible for identifying process gaps and making recommendations to improve service levels. Key Responsibilities:


- Assess Advocate performance and provide timely feedback on development opportunities designed to enhance service quality and employee growth

- Align team to support the needs and priorities of the business

- Implement and support new processes and procedures

- Provide weekly report of activities to Leader, Customer Service

- Prepare and deliver performance evaluations and set annual goals

- Work with Customer Advocates to develop plans for continuous improvement through training and other career development opportunities

- Coach and motivate employees to succeed

- Hire and on-board new Customer Advocates

- Manage documentation of policies and procedures, ensuring that they are current. Communicate changes to the team in a timely manner





Requirements:


- 3-5 years people management/leadership experience

- 4-year college degree (MBA preferred)

- Experience: Change Management, Talent and Resource Management and Process Improvement

- Verbal & written communications skills

- Analytical decision making and ability to think through complex issues

- Computer Skills, including Outlook, Excel & Word

- Software knowledge: ERP (SAP preferred), SharePoint, and Cisco phone system

- Accounts Receivable

- Attention to detail, organization and prioritization skills

- Ability to multi-task

- Insulation Systems product knowledge

- Relationship building skills with internal & external customers

- Interpersonal skills for coaching and training