As the Global Manager, Transparencies Inside Sales, you will lead the global inside sales teams, ensuring exceptional service for customers across all regions. The role requires strategic thinking, a strong background in customer service management, and the ability to drive performance improvements in a diverse, multicultural environment. This onsite position can be based in Sylmar, CA, Grand Prairie, TX, or Huntsville, AL, reporting to the Transparencies Global Platform Director.
Key Responsibilities
* Develop and implement a comprehensive global customer service strategy aligned with company goals.
* Establish KPIs to measure effectiveness and drive continuous improvement.
* Lead and develop a high-performing global customer service team, fostering a culture of excellence and accountability.
* Oversee recruitment, training, and professional development across regions.
* Analyze customer feedback and service metrics to identify areas for enhancement.
* Collaborate with sales, marketing, and product teams to ensure a seamless customer journey.
* Manage customer service operations across regions, ensuring consistency and standards adherence.
* Optimize processes for improved effectiveness.
* Manage the customer service budget, ensuring resource efficiency and cost savings without compromising quality.
* Build and maintain relationships with customers, partners, and internal teams.
* Handle escalated customer issues, ensuring resolution and satisfaction.
* Prepare and present reports on performance, trends, and insights to senior management.
* Utilize data analytics to inform strategic decisions.
Qualifications
* Bachelor's degree in Business Administration, Management, or related field.
* Minimum of 10 years in customer service management, including 3 years in global leadership roles.
* Experience in developing and executing customer service strategies in multinational environments.
* Knowledge of customer service metrics and performance management.
* Proficiency in CRM, MRP software, and customer service tools.
* Ability to travel up to 20%.
* Must be a US citizen.
* Salary Range: $125,000 - $140,000.
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