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