**Title:** Senior Customer Care Manager
**Business Unit:** Fluid Management
1023 Wheeling Road
Wheeling, Illinois, 60090-5776
Fluid Management, a unit of IDEX Corporation, is the leading global manufacturer of precision dispensing and mixing equipment for the architectural paint and coatings industry. Fluid Management Americas has created a global product development environment through strategic growth initiatives as part of the Dispensing Segment of IDEX Corporation. Our formula for success is based on our ability to develop the
right solutions for our customers, encompassing complex formulations, increasingly precise and reliable custom dispensing technology, and the ability to gather valuable point-of-sale transactional data, all supported by customer service and support.
The purpose of the Senior Customer Care Manager is to make it effortless for our customers to experience superior quality and expertise by leading a team that provides solutions and assistance
to the customer. The Customer Care Manager must be a strong Team leader who
fosters a positive “team before self” work environment which is highly productive
and both internally and externally customer focused. This role will need to
couple the people leadership with a strong continuous improvement and process
mindset to drive efficiency and standardization through analytics, performance
management and use of the IDEX Operating Model tools.
ESSENTIAL DUTIES and RESPONSIBILITIES
Responsibility for the leadership of Technical and Non-Technical Phone Support including Technical Service Representatives, Program Manager, Customer Service/DispatchRepresentatives, Process Manager and Account Specialists to drive customer care to the next level
Define strategies for organizational design, technologies needed, production standards, etc. to drive a best-in-class service and sales support team
Identify and solve process issues to remove hidden factories and improve data integrity
Create and implement performance management dashboardsscorecards for employees to understand their business impact and drive results
Partner with the Service Operations , Quality and Sales to understand customer needs, both internal and external, to understand staffing needs and business priorities
Work directly with Engineering Leadership to create a proactive partnership for handling process or product changes and communication and deployment of such improvements
Create and drive an escalation and priority management process to effectively address customer issues to ensure customer retention and satisfaction
Stay current on new technologies and tools to enhance overall productivity in a customer support environment
Update and facilitate training programs for internal teams and external technical partners
Communicate effectively across the broader commercial organization on customer feedback and business issues. Be a key member of the commercial leadership team.
Develop reports and report analytics to better understand business and team performance
Manage staffing levels, capacity planning and budget accountability for Customer Care operations.
Fostering an environment that drives employee satisfaction and performance through mentoring, empowerment and process creation and sustainment
Understanding and translation of VOC into measurable action to create a best-in-class customer experience
Bachelor degree in business or related field, MBA preferred
7-10 years of progressive experience in a service or support business managing technical service and/or sales professionals
Proven track record of driving continuous improvement and process standardization in a transactional environment.
Customer quality assurance experience.
# Required Behavioral Competencies
People Leadership Natural ability to foster trust, open and honest two
way communication and teamwork through your people. Has a demonstrated history of creating great teams and change management
Initiative proactive and takes action without being prompted and have the natural curiosity to take objectives to the next level.
Communication demonstrated ability to work and listen effectively with cross-functional work groups to drive solutions and create buy-in
Problem Solving & Decision Making
Data driven; identifies and solves problems, develops innovative solutions, acts decisively, and shows good judgment.
Results Orientation maintains appropriate focus on short- and long-term goals.
Overnight travel based on customer need (less than 10%)
IDEX is an equal opportunity employer Minorities/Females/Protected Veterans/Disabled
# REQ ID: _1493_
Website : http://www.idexcorp.com
IDEX Fluid & Metering Technologies systems are used in a wide variety of severe duty and/or highly precise fluid-handling applications around the world. Customized solutions range from diesel engine lubrication to food and beverage processing to the movement, measurement and dispense of fossil fuels, ethanol and other high value liquids and gases. With some of the most recognized brand names in positive displacement pumps, flow meters, compressors and injectors, IDEX is a supplier of choice within the rapidly growing infrastructure markets including alternative energy, oil & gas, water and wastewater.