Customer Service Manager

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The Customer Service Manager will lead the Customer Service teams to drive customer support, customer experience, customer engagement initiatives both ECS Tuning and Turner Motorsport channels. Success will be achieved by thriving and delivering a world-class customer experience that will result in serving customers well and retaining existing customers
Since 2002, ECS Tuning has been the leading e-commerce based automotive parts and accessories distributor in the European automotive industry. Our customers rely on ECS to provide best-in-class products and customer support, through living our values: Communication – Transparency – Collaboration – Trust – Respect.
We are looking for an experienced customer service leader to join our team, leading our Customer Service and Billing teams and providing our customers with the absolute best customer experience. The ideal candidate must have 5+ years leading 30+ call center representatives in a fast-paced environment.

Daily Tasks Include:

  • Building a culture around serving customers
  • Providing Leadership to our Customer Service associates
  • Coaching/Training and holding others accountable
  • Responsible for team member scheduling / Payroll
  • Problem solving with a focus on identifying short term and long-term solutions that improve customer experience.
  • Primary point of escalation and support for our front-line support staff.
  • Order Management – Driving timely processing/resolution to ensure timely shipments.
  • Call Center Management – Monitoring, reporting, and taking action when needed, to ensure that we have adequate support available to our customers.
  • Monitoring customer feedback, looking for trends and training opportunities.
  • Help maintain a word class reputation score and ratings
  • Budget Management – be able to deliver on the above while managing the department budget

Responsibilities:

  • Leadership – In this role, you will be directly responsible for the leadership of all Customer Service and Billing team members. You must lead by example, communicate well, set proper expectations, ensure that you explain the “Why” very clearly, and hold team members and others accountable.
  • Call Center Management – In this role, you will be responsible for ensuring that all customer calls and contacts are being handled in a timely fashion while adhering to a best in class resolution quality. (Managing Call/Chat Abandon Rates, Wait times, email response times and overall customer feedback scores).
  • Customer Interaction – In this role, you will be responsible for resolving all customer escalations, through effective problem solving and communication/collaboration with others across the business. You will also be expected to provide your team with support, when needed to help with phone calls/chat/email or other tasks, as necessary.
  • Customer Feedback Scores – In this role, you will be responsible for ensuring that we resume all customer feedback processes as well as making sure that all customer reviews have been responded to in a timely fashion. We use customer feedback as a guide to help us identify opportunity, and your ability to communicate clearly and effectively with others will allow us to continuously improve our ability to provide a satisfactory experience for our customers.
  • Recruiting/Performance Management – In this role, you will be directly responsible for the team as well as all recruiting, separation and/or performance improvement as needed.
  • Other – In this role, you will play a critical part in our success so you will be expected to take on new responsibilities as deemed necessary.

Requirements:

  • Minimum of 3-5 years, leading a team of 30+ sales/customer service representatives in a call center environment
  • Flexible Schedule – In this role you must be willing to work open and close shifts, as needed and deemed necessary.
  • Experience managing both on-site, off site locations and remote team members
  • Technical background with automotive parts, maintenance and repairs is a plus.

What Success Looks Like:

  • Ensuring that we lead all initiatives and interactions with heavy focus on providing a best in class customer experience.
  • Ensure that all team members receive feedback, training, coaching and development as often as possible to build the foundation and establish a culture that embraces all feedback.
  • Ensuring that customer interactions are addressed in a timely manner with an emphasis on first contact resolution while identifying root cause of missed customer expectations.
  • Own the budgeting process for Customer Service operations (Labor, chargebacks, returns, others as necessary)
  • Ensure that you are supporting others in the organization by accepting feedback, to be used as a learning opportunity.
  • Development of a program that allows us to assign workloads evenly, leveraging the strengths and weaknesses of our team members, and building the experience for our team members to make them more effective representatives.
  • Accurate reporting on call center/team member metrics

We are looking for a candidate that is customer centric, strong skills in communication, analytical with data, fulfill and promote our core values of communication-transparency-trust-collaboration-respect, and able to take/receive constructive feedback.

We offer a competitive compensation package including excellent Medical, Vision, and Dental coverage, Paid Life, and paid time off.Please include salary expectations along with your Job Application. This position requires relocation to Wadsworth, OH area.

Organisation: 
ECS Tuning