Manager, Customer Care
American Society For Quality - Milwaukee, WI

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The primary responsibility is to ensure customers have a delightful customer experience and maintain high levels of satisfaction with ASQ’s order fulfillment and problem solving processes; manages staff.

SKILLS: Customer service, process improvement, decision making, managing processes, staffing, planning, tracking budget expenses, analyzing information, developing standards, diversity, inclusion, help desk experience, emphasizing operational excellence.

EDUCATION: Bachelors' degree in business or related field is required.

EXPERIENCE: Seven to ten years in customer experience, customer service, distribution, order fulfillment, or operations environment required.

LIST OF ESSENTIAL RESPONSIBILITIES:
1.Accomplishes customer service human resource objectives by recruiting, selecting, orienting, training, engaging, assigning, scheduling, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
2.Achieves customer service objectives by contributing customer service information analysis and recommendations to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; resolving problems; completing audits; identifying customer service trends; determining system improvements; implementing change.
3.Engages in the business planning process by planning (operating plan), executing (action), reporting (business reviews) and improvement (act). Meets customer service financial objectives by forecasting requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
4.Determines customer service requirements by maintaining contact with customers; visiting operational environments; conducting surveys; forming focus groups; benchmarking best practices; analyzing information and applications.
5.Improves customer service quality results by studying, evaluating, re-designing and innovating processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes.
6.Maximizes customer operational performance by providing help desk resources and technical advice; resolving problems; disseminating advisories, warnings, and new techniques; detecting and diagnosing network problems.
7.Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.
8.Makes the business case (revenue lost, unnecessary cost) for improving the overall operation and customer experience.
9.Perform other duties as assigned by the Management Committee.

ROLE RELATIONSHIPS:
1.Internal - Frequent contact with membership, programs, operations and support staff.
2.External - Heavy contact with customers.

ROLE RESPONSIBILITIES:
1.Planning and scheduling. Plan and schedule for the implementation of the operation's short and long term goals and objectives.
2.Budgeting and forecasting. Direct and monitor the development and adherence to a budget of approximately $2 million in expenses.
3.Responsibility for establishing objectives, policies or standards. Lead the development, implementation, and adherence of the center's standards and policies.
4.Impact of decisions. Make decisions regarding customer experience, assuring workgroup objectives, customer expectations and cost effectiveness.

SUPERVISORY RESPONSIBILITIES: Supervises a staff of 20-30.

SUPERVISION RECEIVED: Operates independently with supervision received from the Management Committee.

WORKING ENVIRONMENT:
1.Work Conditions - Normal office environment.
2.Exposure to Hazards - None.

BEHAVIOR AND ATTITUDE: ASQ’s mission and core values require each staff member to perform professionally and personably. How the employee relates to coworkers, customers, and visitors is as important as the employee’s technical knowledge and ability. Respect and consideration for coworkers, customers, and visitors is a requisite of successful role performance. ASQ’s diversity vision requires each employee to promote in principle and in practice an inclusive environment that maximizes opportunity and responsibility for each member, volunteer, employee, and stakeholder in the organization.

We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.

American Society For Quality - 14 months ago - save job - copy to clipboard - block
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About this company
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The American Society of Quality (ASQ), one of the world's leading authorities on quality related issues, is dedicated to the ongoing,...