Sr Customer Service Manager at Performance Health in Warrenville, Illinois

Job Description:

Performance Health is seeking a Sr. Customer Service Manager to join our Customer Experience team. This role leads and effectively deploys multiple functional groups within the Customer Experience organization to create an easy experience for Performance Health Customers. Accountable for the quality and efficiency of direct customer communication (phone and email), phone orders, key account service, & administrative support of contract execution; specifically on behalf of customers of the North America Sales, eCommerce and Retail businesses. Responsible for creating a positive, collaborative, customer-centric culture that fosters development and career advancement.
To perform this job successfully, an individual must be able to perform each essential job duties satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Essential Job Duties & Responsibilities
- Directly manages three groups including leaders and Customer Experience Representatives (CXRs) focused on front line service, customer partnerships; including 1:1/group coaching, counseling, developing, and mentoring
- Creates an engaging environment where individuals can excel through encouragement and empowerment
- Partners with commercial leaders of the North America Sales, eCommerce and Retail businesses to thoroughly understand and help drive the go to market strategy
- Leverages digital capabilities to drive channel shift from manual channels to web
- Provides input, leadership, and action in support of strategic projects that impact standard operating procedures of functional group(s)
- Responsible for identifying solutions to problems and developing consistent, scalable and sustainable corrective actions for functional group(s)
- Monitors and enforces individual and group productivity and quality performance in accordance with established standards and expectations, adapting protocols as necessary
- Conducts performance evaluations and provides frequent, timely feedback as necessary outside of formal evaluations and reviews
- Ensures leaders and CXRs meet training requirements and effectively leverage skills acquired through training
- Responsible for effective workforce management; evaluating and optimizing schedules to maximize efficiency and performance
- Supports recruiting efforts, conducts interviews, and provides hiring recommendations for new team members
- Performs other duties as assigned

Job Qualifications
- Bachelor's degree
- 3+ years previous management experience; including experience with performance evaluations and talent development (experience managing remote employees preferred)
- 7+ years previous customer service or customer-facing experience
- Excellent written and verbal communication skills with the ability to interact at all levels within the business.
- Experience delivering sales through service initiatives, promoting company's brands
- Experience promoting and educating customers on company's eCommerce or 'self service' solutions
- Ability to utilize reporting tools to effectively analyze and summarize data on performance and business trends
- Well-versed in ERP and CRM applications to support individual and team job duties
- Proficiency with Microsoft Office
- Experience or demonstrated knowledge within the healthcare or service industries
- Ability to travel up to 10% of the time; including overnight travel

Performance Health is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, and any other characteristic protected by law.
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