Shire Jobs

Customer Service Operations Manager

• Location: Mount Pleasant
• Benefits include Medical, Dental/ Vision, TeleHealth, Life, and Short-Term disability insurance, PTO days, 9 Paid Holidays, 401k, and Quarterly Bonus Profit Sharing Plan.

The Customer Operations Manager will direct and oversee all aspects of management and customer support services in a fast-paced, 24/7 manufacturing environment, including but not limited to: processing of all orders, responding to all customer inquiries, making product recommendations, supporting product and sales growth initiatives, handling customer concerns, complaints and returns, implementing service improvements throughout the organization. Ensures that each customer facing employee has the skills, resources and knowledge to perform their jobs. The individual in this role also supervises the administration of pricing and oversees individuals in entry level account development roles.

Essential Duties and Responsibilities:

• Monitoring customer satisfaction levels and proactively identifying areas for improvement.
• Benchmarking industry/competitor service levels to identify gaps and opportunities for improvement.
• Maintain documents and perform work in accordance with ISO procedures.
• Hold regular team meetings.
• Serve as SME of all customer service functionality in ERP system (currently Epicor).
• Maintains customer satisfaction by providing problem-solving resources.
• Answers customers' questions and serves as first escalation point for front-line customer service representatives.
• Manages staff.
• Accomplishes customer service human resource objectives by recruiting, selecting, training, and coaching employees.
• Communicates job expectations to other employees.
• Plans, monitors, appraises, and reviews job contributions of others.
• Enforces company policies and procedures.
• Achieves customer service objectives by contributing customer service information and recommendations to strategic plans and reviews.
• Prepares and completes actions plans.
• Implements production, productivity, quality, and customer-service standards.
• Resolves problems.
• Completes audits.
• Identifies customer service trends and determines system improvements.
• Meets customer service financial objectives by forecasting requirements.
• Prepares annual budgets.
• Schedules expenditures.
• Analyzes variance and initiates corrective actions.
• Determines customer service requirements by maintaining contact with customers and visiting operational environments.
• Conducts surveys and forms focus groups.
• Improves customer service quality results by studying, evaluating, and re-designing processes and establishing and communicating service metrics and monitoring and analyzing results.
• Updates job knowledge by participating in educational opportunities, maintaining personal networks, and participating in professional organizations. 

Education and/or Experience

• 5-8 years customer service management experience within a manufacturing setting
• Bachelor's Degree in management, communications preferred
• Demonstrated experience in customer service / CS management
• Inside sales experience a plus
• Bilingual in Spanish/Portugese a plus
• Extensive experience and knowledge of Microsoft office products, ERP systems, etc.
• Strong team player, self-starter, positive attitude and high integrity
• Sense of urgency when dealing with customer issues and coordinating tasks
• Excellent organizational and multitasking skills
• Excellent communication skills (verbal & written) for effective vendor & internal staff communication
• Attention to detail, drives tasks to closure efficiently with error-free end result
• Reasoning ability -- the ability to apply common sense understanding to carry out written or oral instructions. Ability to deal with problems involving few concrete variables in standardized situations. Ability to work independently and take appropriate corrective action when minor problems arise.

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