Customer Care Manager in Downers Grove, IL at STENOGRAPH, LLC

Date Posted: 11/20/2021

Job Snapshot

  • Employee Type:
    Full-Time
  • Experience:
    At least 3 year(s)
  • Date Posted:
    11/20/2021

Job Description

Position

Stenograph, LLC is searching for a spark plug with positive energy and mentality of servant leadership to be the leader of Customer Care and responsible for executing Customer Care’s Mission: “Providers of Care. We provide best in class service with a commitment and passion for owning and resolving customer challenges.” Reporting to the VP of Finance this individual will be responsible for the oversight and management of customer care, trade compliance, order entry, credit and collections, and overall customer hospitality. Someone who is passionate about leading a team and setting the tone and culture to provide best-in-class customer experience while adhering to the company’s overall vision of growth and innovation. To be successful this individual will need to be a creative problem solver that does not shy away from a challenge. They will monitor, evaluate, and report on customer care activity to identify business trends, gauge function performance, and drive key decisions. They will be required to organize data from multiple sources to be used for strategic business decisions. Customers are defined as internal and external to the company and resolving challenges will involve collaboration and ensuring the mutual benefit of the customer and Stenograph. If you embrace the philosophy of “Succeed Together, Fail Together” or “Teamwork makes the Dream work”, you are the person we want leading our Customer Care team on Stenograph’s growth journey!

Specific responsibilities include:

Primary responsibilities

  • Manage day-to-day performance of Customer Care, Credit, Accounts Receivable, Order Entry, Trade Compliance and Office Reception functions and ensures defined service levels are met or exceeded.
  • Responsible for the effectiveness and quality of customer facing communications for the department to ensure it aligns with overall vision of being customer-oriented and providing empathetic, courteous, and best-in-class customer experience.
  • Establishing and implement performance benchmarks along with ongoing reporting on department KPI’s.
  • Monitors and measures service metrics and utilize to develop standards, improvements, or changes to process.
  • Establishes efficient and balanced workflows that maximize efficiency and produce high levels of service
  • quality and customer satisfaction
  • Maintain and provide resources for easy reference and consistency for customer resolution.
  • Ensure customer database(s) integrity for Customer Contact, Customer Billing, Service Items, etc.
  • Recruit, develop, and guide team to provide best-in-class customer service.
  • Oversee the monitoring and tracking of company marketing loaner and service assets.

Sales Order Entry and Processing

  • Ensure all sales orders are complete, accurate and meeting internal policy and trade compliance requirements.
  • Coordinate with Marketing, Sales, Finance and Operations on promotions and proper order entry process on at least a monthly basis.
  • Develops and implements procedures for analyzing the creditworthiness of prospective and current customers. Able to perform credit risk analysis.
  • Responsible for escalating or approving customer lines of credit, credit holds, or payment terms.
  • Manage and process orders and contracts to ensure a timely and accurate flow from order to cash collections, including coordination with Operations to ensure orders are released to production in a timely manner.
  • Coordinate with Operations to make sure orders are released to production in a timely manner.
  • Oversee the accuracy and completeness of the invoicing and billing for all sale orders.

Accounts Receivable, Credit, Collections and Cash Application

  • Ensure accounts with payment terms are entered to be collectable and are addressed timely to minimize past due measurements
  • Oversee customer credit memos, returns, and refund process including review, approval, and issuance.
  • Oversees the follow-up and collections efforts with customers.
  • Ensure credit cards, cash, wires, and checks are posted daily and payments are applied accurately and completely to customer accounts within standard time frame.

 Team Development & Management

  • Mentor and coach staff to handle customer service issues quickly, efficiently, friendly, and accurately, to include logistics to find information, how to analyze data, database maintenance and corrections, process orders, contracts, associated price adjustments, and service estimates.
  • Maintain staffing levels to cover all customer contact points and service level standards (Phone calls, Emails, Walk-ins, etc.)
  • Responsible for ongoing job and professional development of direct staff including setting of annual goals and long-term development plans.
  • Train new employees on the department process and procedures.

Qualifications

The candidate will have at least 3 years of customer service experience with leadership and business communication skills, and budget and financial knowledge.

 The Customer Care Manager will have the following experience and attributes:

  • Undergraduate degree in business or management.
  • 3+ years experience in the related area as an individual contributor. At least 1 to 3 years supervisory experience required.
  • Experience in overseeing call center or customer service focused function or team.
  • Exceptional communication skills, problem solving skills, strong oral and written skills.
  • A hands-on manager with integrity and a desire to work in a dynamic and time sensitive environment.
  • Strong commitment to developing team members and exemplifies teamwork within the department and within departments throughout the company.
  • Demonstrated resourcefulness in setting priorities, analyzing processes, and making recommendations.
  • Strong desire for continuous improvement and is an effective change agent.
  • Flexible and a self-starter; demonstrates the ability to multi-task while also being highly detail oriented.
  • Experience with ERPs (Microsoft Navision or Microsoft D365 is a plus)
  • Experience with Customer Creditworthiness or analysis reporting (DnBi a plus)