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TriMas Corporation Customer Care Manager in New Albany, Ohio

The Customer Care Manager is responsible for providing daily supervision and leading the development of the Customer Care team. They must be customer focused, self-motivated with a passion for providing excellent customer care and resolving issues in an efficient and effective manner. They must be the “voice of the customer” inside the company, working alongside all other functional departments and championing and leading continuous improvement in the service provided.

Managing customer accounts; handling customer enquiries for North America Dispensing.

Accountable for overall management of the Customer Care team. Including: training, coaching/counseling; communicating job expectations; planning, monitoring, appraising job contributions, enforcing policies and procedures.

Create and sustain a positive team environment displaying high levels of motivation and excellent team spirit

Produce reports for sales opportunities, including order conversion percentages

Responsible for the development and implementation of the Customer Care’s strategy across the business

With a pro-active customer focus, formulate actionable, value-add business solutions to the day-to-day operations and manage project implementation for these solutions

Act as liaison between the Customer Care Team and external/internal stakeholders, to drive better process and performance

Provide strategic plans and reviews; prepare and complete action plans; implement customer-service standards; resolving problems; completing audits; identifying customer care trends; determining system improvements; implementing change

Determine customer care requirements by maintaining contact with customers; conducting surveys; benchmarking best practices; analyzing information and applications

Improve customer care performance by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes

Act as Project Manager to define and establish customer needs

Create and implement proactive customer-focused processes that improve customer satisfaction

Collaborate with internal Operations and Sales to define best solutions to meet customer’s needs

Create and maintain the sales forecast, reporting on performance versus forecast and participating in corrective action when required.

Lead the Customer Care team in telephone sales campaigns and pro-active customer prompting to deliver additional sales revenue when needed.

Through the customer care team, actively progress existing sales opportunities / quotations

Responsible for ensuring the accurate processing of customer quotations, orders, order confirmations and samples within agreed timescales.

Ensure that through continuous improvement of systems and processes within customer care they properly support the goal of customer care excellence

Responsible for managing customer complaints and resolution working with the quality department as necessary.

Provide pricing and delivery information

Perform customer quotes

Perform customer verifications

Set up new customer accounts

Ensure all historical correspondence and orders are files correctly for all territories