[Close] 

Manager Customer Care & Specialty Services

Reporting into the VP - Sales, LL, Ventilation/Specialty & Tech Services, this role will lead and manage the Customer Care & Technical Services teams in order to provide the highest level of customer service to internal and external GAF customers with respect to all aspects of the order process & customer touch points including order placement, order management, product technical needs and customer and plant follow-up.  The Manager will coach, counsel, develop, and mentor Customer Care & Technical Services Representatives and monitor their performance. S/he will maintain solid interdepartmental and customer relationships by addressing questions and concerns with speed and professionalism. The manager will act as the "Voice of the Consumer" to equally improve the products for our customers and our company by: Managing day-to-day operation of Customer Care & Technical Services departments Guiding Customer Care and Technical Services Representatives on achieving goals and improving customer touch points Collaborating with GAF corporate teams to improve customer experience Collaborating internally within LLBP Sales/Marketing group to drive online business as directed ESSENTIAL DUTIES 30% Customer Service: Deliver a world-class customer care experience to ALL customers Lead and manage day-to-day operation of Customer Care department Drive improvement initiatives of all customer touch points within department to remove customer friction Oversight of all orders to ensure they are entered the same day, error-free, as well as tracking orders to  ensure on time and complete shipment Manage contact with IT or incoming customer sources to ensure any issues on orders or shipments are resolved quickly and accurately Facilitate all processes of the Customer Service process including phones, fax, EDI, order intake, RGA, Commerce Hub, and any other means needed to service the customer Partner with QC, Manufacturing and Engineering to ensure all customer/product issues are addressed  and resolved in a timely manner Follow through on all items and order issues to ensure customer satisfaction; this includes but is not limited to, making outbound calls or e-mail Complete all Customer communications and orders in a timely manner 30% Technical Service Deliver a world-class technical service experience to ALL customers Lead and manage day-to-day operation of Technical Services department Guide Technical Service Representatives to partner with QC, Manufacturing and Engineering to identify and   recommend potential cost savings opportunities through product design, shipping methods and/or materials used in manufacturing Partner with Technical Service Representatives to generate and maintain reports distributed to QC, Manufacturing, Customer Care Manager and Engineering to review product failure trending Provide Customer feedback to QC and Engineering departments on situational basis, communicating product or procedure changes Provide customer solutions as it relates to installation instructions, troubleshooting, and defective product analysis, as well as with new warranty replacement orders Upgrade information and act as the driving force for change when updating technical points of contact with our customers including web forms, online, installation instructions, etc. Developing a new Warranty Database as needed, while maintaining accurate information in the current Warranty Database Identifying and reporting product misinformation found in systems, products or online help Issue "Call Tags" for defective product pickup for analysis by QC or Engineering Guiding the Technical Services department to process Labor reimbursement requests as outlined in the warranty agreement 25% Online Business Building Work Internally within LLBP sales/marketing group to drive online business as directed Examples may include helping develop product information, maintaining product information, verifying all items are represented properly, pricing/promotional ideas, consumer follow up needs are met and responded to, etc. 10% Employee Training & Support Train new hires, supply ongoing training and refresher courses on all products Maintain training on all products and processes.  Attend training sessions as required Encourage development of employees through approved GAF channels
Salary Range: NA
Minimum Qualification
5 - 7 years

Don't Be Fooled

The fraudster will send a check to the victim who has accepted a job. The check can be for multiple reasons such as signing bonus, supplies, etc. The victim will be instructed to deposit the check and use the money for any of these reasons and then instructed to send the remaining funds to the fraudster. The check will bounce and the victim is left responsible.