30190385 - Customer Service Manager

30190385 – Customer Service Manager

Location: Mebane, NC

Base Salary Rate: $91,800.00 - $108,000

Job type: Full-time

Where Fire Safety Innovation Meets Opportunity:

As part of Kidde Global Solutions Residential Fire Business Unit, you’ll be part of a legacy of leadership in home fire safety, working with cutting-edge technologies that protect lives and property worldwide. As a leading home fire safety brand, our mission is to provide solutions that protect people and property from the effects of fire and related hazards. We’re committed to expanding our impact and providing dynamic opportunities for growth within our team. You’ll be part of a company that prioritizes quality, integrity, collaboration, and customer care, with the resources, training, and incentives to ensure your success every step of the way. If you’re ready to take the next step in your career and be part of an innovative, mission-driven team, apply now.

About This Role:

This position manages a team of intermediate or experienced professionals in Customer Service. Establishes objectives and guidelines for efficient and high quality services. Liaises with product line management, handles escalated client problems, and makes changes to Customer Service policies to ensure improvement and effectiveness.

Key Responsibilities:

• Handle complex or escalated customer complaints, questions and issues, ensuring timely and effective resolution.
• Review and Approval of credit notes related to shortages/overages and relate ongoing issues to proper departmental managers.
• Hire, train, coach and motivate new and established customer service employees.
• Review fines and penalties with CSRs and offer advice on next steps as needed.
• Work with regional sales managers and sales agents to identify opportunities for improvement within CSR department.
• Work closely with cross functional groups such as sales, planning, quality, marketing and legal departments.
• Updates work instructions and publishes to team as part of ongoing training.
• Work closely with senior customer service manager on special projects as assigned.
• Manage the day-to-day operations of a customer service department, ensuring workflow efficiency and adherence to procedures and policies.
• Analyze service data and both internal and external customer feedback and report to senior management.
• Develop and implement policies, procedures and strategies to improve customer service quality and satisfaction.
• Create and provide reports for senior manager as needed.

Basic Qualifications:

• High School Diploma or GED.
• 5+ years of customer service experience in a business setting.

Preferred Qualifications:

• Bachelor’s Degree.
• Detail and team-oriented individual with a commitment to providing first class customer service.
• Ability to communicate effectively both verbally and written with management, customers, outside sales agencies, sales representatives, and colleagues.
• Working Knowledge of Microsoft Office, Outlook and Excel.
• Possess high integrity, conducting themselves with honesty, integrity and timeliness in all actions.
• Must have problem-solving and conflict resolution abilities.
• Must be able to identify ongoing issues and present possible solutions in compliance with ethics and processes.
• Ability to manage workloads and set performance standards.
• Resolve conflicts, complaints, customer and system issues.
• Provide support to business to ensure processes and procedures are being followed an implemented.

What You Will Gain:

• Health Coverage: Choose from three medical plans, dental, and vision options.
• Financial Protection: Health Savings Accounts (HSA), Flexible Spending Accounts (FSA), Life, AD&D, and Disability Insurance.
• Paid Time Off: Vacation, sick days, company holidays, and various leave options (parental, FMLA, etc).
• Employee Support: EAP, adoption/surrogacy assistance, additional voluntary health benefits.
• Retirement: 401(k) plan with employer match.

Compensation and Benefits:

The base salary range for this role is $91,800 - $108,000.00. Individuals may also be eligible for an annual performance bonus based on both individual and company’s performance. The final compensation for this position will be set based on the individual’s knowledge, skills, and experience as it relates to the job requirements. Kidde Global Solutions is committed to providing a competitive benefits package to our employees including medical, dental, and vision coverage, life and disability insurance, retirement plan, paid time off (vacation, sick, holidays), and more.

Kidde Global Solutions Overview:

Kidde is the world’s largest manufacturer of fire safety products. Each day, we work to expand upon our legacy of innovation, providing advanced solutions to protect people and property from fire and related hazards. While we’re a leading manufacturer of fire safety products, there’s more to safety than equipment and technology. From collaboration with builders and dealers to community initiatives to partnerships with non-profits, Kidde Commercial is committed to working together to create a safer world.