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SPX Cooling Technologies Inc Manager, Customer Service, North America in Mason, Ohio

Manager, Customer Service, North America Location: Mason, Ohio, United States Building the people that build the world. With platforms in HVAC and Detection and Measurement, SPX Technologies builds innovative solutions that enable a safer, more efficient, sustainable world. Through our RISE talent developemnt framework, we Reach, Identify, Strenghten, and Engage our employees to support them in their continued development. We're a global company of problem solvers, collaborators, and innovators, and our business build solutions that impact the world. SPX Technologies Engineered Air Movement teamprovides high attention to detail for products that are durable, energy efficient, and unparalleled in performance. Companies rely on Engineered Air Movement to provide comfort and mission critical and industrial cooling solutions. How you will make an Impact (Job Summary) SPX is a diverse team of unique individuals who all make an impact. As the Customer Service Manager, you will plan, direct, and manage all aspects of the Customer Service Departments to ensure that all customers both internal and external are provided with world-class service. This position supports multiple business units within SPX and will lead customer focused projects to completion. What you can expect in this role (Job Responsibilities) While each day brings new opportunities at SPX, your core responsibilities will be: Management/Leadership: Cultivate an environment that encourages maximum productivity and service effectiveness, personal growth and development, and open communications and teamwork. Partner in the recruitment of employees by actively participating in the hiring, selection, on-boarding and training processes. Participate and serve as functional lead in business projects focused on improving service or order entry, such as new business programs, system development, product updates and quality improvement programs. Translate strategy into functional goals and implement goals to enable effective leadership of the team. Manage by metrics. Help communicate and coordinate directly with customers, field sales personnel, remote warehouse personnel and internal departments regarding customer service-related activities, pricing, sales programs and promotions, order expediting and report generation. Continuous Improvement: Drive improvements to the Order Portals for assigned Business Units, in conjunction with the Customer Experience Director to better support customers. Manage the Customer Service teams to a Best-in-Class Customer Experience reflected through Customer Satisfaction Surveys. Develop metrics to manage work loads and ensure responsiveness exceeds customer expectations. Review and optimize customer service structure at each product line to ensure customer coverage is adequate 3. Order Processing & Documentation: Lead Commercial Order Entry and provide commercial order entry support for brands within your assigned Business Units. Utilize phone system software and phone capability to help improve customer service phone support. Maintain computer master files and tracking logs as required to support order entry and to administer and support departmental computer network system. What we are looking for (Experience, Knowledge, Skills, Abilities, Education) We each bring something to the table, and we are looking for someone who has: Required Experience 6 - 10 years leading a Customer Service team in a managerial level position Demonstrated experience and advanced knowledge of order entry, inquiry, and report generation programs such as SAP, JD Edwards, ETQ Reliance, AS400, Microsoft office, Microsoft Dynamics, or other CRM. Preferred Experience, Knowledge, Skills, and