Customer Care Manager
American Woodmark

Winchester, Virginia

Posted in Building and Construction


This job has expired.

Job Info


PURPOSE:

To lead a team of Customer Care Supervisors to ensure that the teams are functioning in a manner that will lead to achievement of departmental objectives.



ESSENTIAL FUNCTIONS:


* Demonstrate CITE principles
* Evaluate & monitor the day-to-day activities of the supervisors to ensure efficiency of operations and elimination of non-value-added processes
* Coordinate efforts toward customer support with Sales and Marketing Teams
* Deliver effective presentations as required within AWC or to outside organizations
* Visit customer locations as required to understand business processes or customer requirements
* Assist supervisors on proper handling of any situation that may fall outside the normal scope of their authority.




* Ensure implementation of policies and procedures for departmental operation




* Determine personnel needs; manage recruitment, interviewing, hiring, and training of personnel
* Develop appropriate scorecard measurements
* Be instrumental in structuring the proper training programs to develop skills
* Establish departmental goals and objectives required to achieve scorecard targets



SUPERVISORY RESPONSIBILITIES:

The Customer Care Manager will supervise a team of Customer Care Supervisors and have overall responsibility for the activities and performance of all members of the team.



QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and ability required:



Education, Experience and Skills




* Minimum of a Bachelor’s Degree in business or related field; relevant experience may be substituted for formal education
* SHRM-CP certification preferred
* 3 to 5 years of supervisory experience in a customer care, inbound, call center environment required
* Positive Attitude
* Ability to Lead by Example with a positive, caring attitude toward customers
* Ability to recruit, develop, and retain an effective customer care team using effective team management philosophy
* Ability to motivate customer care team in an effort to meet or exceed team goals
* Excellent Systems Ability to include OBS System and PC/MS Office
* Ability to build effective business relationships and work effectively with all levels of employees within AWC and its customer’s organization and the public
* Excellent reasoning ability and decision making skills
* Excellent communication and organizational skills
* The ability to actively participate as a team player



Language Skills:

Ability to read and interpret common business documents including business reports, charts, graphs, and diagrams. Ability to listen and communicate effectively with customers/clients in an effort to respond to common inquiries or complaints from customers/clients, members of the business community and the public.



Mathematical Skills:

Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to interpret graphs and diagrams.



Reasoning Ability:

Ability to define problems, collect data, establish facts, and draw valid conclusions.

Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.





PHYSICAL DEMANDS:

While performing the duties of this job, the employee is regularly required to sit and talk or hear. The employee frequently is required to use hands to finger, handle, or feel and reach with hands and arms. The employee is occasionally required to stand and walk.



WORKING CONDITIONS:

Typical office environment. The noise level is usually moderate. Work shifts may vary from standard business hours and travel by commercial air carriers may be required, based on business needs. Overnight travel will be infrequently necessary.



AN EQUAL OPPORTUNITY EMPLOYER

The American Woodmark Corporation does not discriminate on the basis of race, color, national origin, age, religion, veteran status, martial status, sexual orientation, or gender; and it will comply with all applicable federal, state, and local discrimination laws. No person shall be denied employment solely because of any disability which is unrelated to the ability to engage in the essential functions involved in the position for which application has been made either with or without reasonable accommodations.

Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled


This job has expired.

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