Requisition #: 19589
Functional Area: Manufacturing; Distribution
Employment Type: Full-Time
Work Options: In Office / Partial Remote from Neenah/Appleton/Oshkosh area #LI-Hybrid
Work Hours: Standard Business Hours

Position Summary

This position is responsible for overseeing the activities of the customer service and customer success teams. Responsibilities include ensuring timely forms, supplies, LLP, and publications order entry, resolving customer escalations, maintaining customer account information, and implementing compliance services related to products. In addition, this position will act as a bridge between customers and the business unit to ensure client satisfaction.

• Leads, develops and coaches team:
  • Provides clear expectations, feedback and recognition
  • Participates in the hiring/selection process
  • Writes and conducts performance evaluations and progress reports
  • Handles associate relations issues
• Delivers results in line with the following key metrics/accountabilities:
  • Quality
  • Productivity
  • Budget control
  • Associate retention
• Manages Customer Service Specialist Team to ensure successful entry of forms, supplies, LLP, and publications orders for sales platforms along with renewals and order changes.
• Leads Customer Success Specialists in resolving customer escalations and serving as the highest source of escalation for customer issues.
• Maintains an environment that is focused on providing high quality engagement and outstanding customer service. Facilitates proactive account management principles.
• Collaborates with Sales teams on customer issues and opportunities, including retention strategies and the potential addition of new service offerings.
• Partners with Product Management on the implementation and delivery of new product related services, including customer support and operational activities.
• Executes routine audit processes for customers who subscribed to a compliance monitoring program. This will include the assignment of the audit to the Customer Success Specialist along with the final audit report to the Sales team and customer.
• Monitors and measures customer service and success metrics to further standardize, make improvements, or recommend changes in workflow or resource allocation.
• Implements new technology and tools to improve efficiency and effectiveness of Customer Care team.
• Carries out responsibilities in a fair, ethical and non-discriminatory manner and ensures that staff follows these same guidelines.
• Enforces and supports all company policies and procedures. Fully supports the company's commitment to safety and the environment and strives to maintain a clean, healthy and safe workplace.

• 1+ years of leadership experience in a customer service environment.
• 3+ years' experience in a direct customer-facing role.
• Experience leading a remote workforce desired.

• High school diploma or equivalent.
• Bachelor's Degree in business related field preferred.

• Ability to set priorities and organize resources to meet business needs.
• Ability to develop and implement growth plans and programs.
• Strong verbal and written communication skills.
• Strong organizational and time management skills.
• Demonstrated ability to build rapport and maintain a positive working relationship with key client contacts.
• Independent analytical thinking skills.