Customer Service Manager II
Logistik, försäljning och verksamhet · Försäljning och affärsutveckling · Kundframgång · Försäljningsledning · Kontorsadministration
I korthet
HID Global is seeking a Customer Service Manager II in Austin, Texas to lead customer operations teams supporting order management and case resolution for commercial and strategic accounts. This hybrid role involves owning key performance metrics, coaching teams, and driving process improvements to enhance customer experience and global security solutions.
Ansvarsområden
- Lead daily operations including forecasting, prioritization, coverage, and response times.
- Own key performance metrics such as SLA compliance, backlog aging, CSAT, first-contact resolution, and accuracy.
- Serve as the senior escalation point for customer service issues and operational risks (order status, pricing, freight, billing, delivery).
- Coach and develop team members through one-on-ones, quality reviews, feedback, and performance improvement plans.
- Monitor queue health, staffing, schedule adherence, and capacity to mitigate service risks.
- Recruit, onboard, train, develop, and cross-train team members.
- Lead quality audits, conduct root-cause analysis, and implement corrective actions.
- Utilize CRM and ERP data for performance tracking, scorecards, and trend identification.
- Partner with Sales, Operations, Supply Chain, Finance, Quality, and Product teams to resolve customer issues.
- Strengthen the voice-of-customer feedback loop by translating insights into actionable improvements.
- Drive process optimization initiatives to enhance efficiency, service quality, and customer experience.
Krav
- Bachelor’s degree or equivalent combination of education and relevant professional experience.
- Five or more years of experience in customer service, order management, account operations, or customer support.
- Three or more years of experience leading, coaching, and developing teams.
- Experience managing a measurable service operation within a B2B, industrial, technology, manufacturing, or distribution environment.
- Demonstrated success in coaching and developing employees to achieve performance and service goals.
- Proven ability to manage and resolve strategic account escalations while maintaining strong customer relationships.
- Strong data analysis and reporting skills, with the ability to drive decisions through metrics and insights.
- Experience with capacity planning, workload forecasting, and resource optimization.
- Track record of leading cross-functional initiatives and process improvement efforts across multiple business functions.
Önskade kvalifikationer
- Experience leading multi-site or regional customer operations teams in complex, customer-facing environments is preferred.
- Proven ability to support products with complex configurations, pricing structures, or strategic account requirements is preferred.
- Hands-on experience with Salesforce, Oracle, or comparable CRM and ERP platforms is preferred.
- Lean, Six Sigma, project management, or change management experience preferred.
Förmåner
- Competitive salary and rewards package
- Competitive benefits and annual leave offering, allowing for work-life balance
- A vibrant, welcoming & inclusive culture
- Extensive career development opportunities and resources to maximize your potential
- To be a part of a global organization that is pioneering the hardware, software and services that allow people to confidently navigate the physical and digital worlds
- Flexible work environment
- Opportunities to share insights and contribute forward-thinking ideas
Färdigheter
Customer ServiceOrder ManagementSalesforceOracleLeanSix SigmaProject ManagementChange Management
#HID#ASSA ABLOY Group#Customer Operations#Order Management#Case Resolution#Customer Service#Commercial Accounts#Strategic Accounts#SLA Compliance#Customer Satisfaction#Team Leadership#Process Improvement#Access Control Solutions#Security Solutions#CRM#ERP#B2B#Technology#Manufacturing#Distribution
Om ASSA ABLOY Group
Let’s create a safer and more open world – together! ASSA ABLOY is the global leader in access solutions with sales of SEK 121 billion and 52,000 employees. The Group has operations in over 70 countries and sales worldwide. ASSA ABLOY’s innovations enable safe, secure and convenient access to physical and digital places. Every day, we help billions of people experience a more open world. We have a feeling of discovery and urge to innovate by working together and telling it like it is, enabling us to be always growing, never boring and leading right. Do you want to be encouraged to act, have…
Företag
ASSA ABLOY GroupPublicerade jobb
för 1 vecka sedan
Upphör
om 1 månad
Anställningstyp
Heltid
Arbetsform
Hybrid
Erfarenhetsnivå
Mellannivå
Platser
Austin, United States
Kvalifikation
Kandidatexamen
Sökande
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