Sr. Manager, Customer Care at Ingram Micro Inc in Cincinnati, Ohio

Job Description:

Description
Ingram Micro touches 80% of the technology you use every day with our focus on Technology Solutions, Cloud, and Commerce and Lifecycle Solutions. With $50 billion in revenue, we have become the world's largest technology distributor with operations in 64 countries and more than 35,000 associates.

Our Ideal candidate is a Leader that is Customer Centric and has proven experience with transforming a Customer Service team to a Customer Care team.

This person will lead a team of 50-70 direct / indirect associates both local and remote.

Our Team:

The customer care team will be a support organization helping to fix individual issues and identify systemic challenges for reseller, vendor and internal partners. By educating on tools and services available, as well as addressing needs before and as they arise the customer care team will ensure a positive customer experience with Ingram Micro.

The team will evolve well beyond returns and claims to encompass more customer challenges and be empowered to proactively deliver the best possible customer experience while protecting the company's bottom line.

Job Description

• Develop and manage a team that has strong business understanding and customer focus to deliver positive business outcomes.


• Ensuring continuous improvement through innovative ideas and action plans.


• Continuously create and implement action plans to improve efficiency, optimize utilization, reduce costs to Ingram Micro, improve customer satisfaction and ease of doing business by showing quantifiable results in these areas on an ongoing basis. In addition, is capable of managing projects that create measured results.


• Delivering applicable associate performance/behavior expectations to meet and exceed customer needs and ensuring exceptional customer experiences.


• Formulating and prioritizing developmental programs to maximize ROI in terms of consistency of the customer deliverables and experience.


• Effectively uses coaching and corrective action measures to modify/improve performance and/or behaviors of direct reports.


• Continuously demonstrates a solid understanding of the organization's purpose and its role within the corporate structure.


• Interacting with vendors, customers, and other IM functional areas as a Customer Care SME for issue resolutions and joint collaborations.


• Displaying corporate responsibility pertinent to ROI and cost control while showing an understanding of the financial impact of decisions and taking those into account when deciding a course of action.


• Owning and managing the change management processes in the team and is responsible for the associate's expectations and behavior to create desired results.


• Supporting and facilitating customer service functions for IM customers and Sales by ensuring the team is effective in answering calls, issuing RMAs (return merchandise authorizations), investigating claims, processing emails, and faxes.


• Maintaining budgeted staffing levels, meeting performance criteria, and act as an authority on critical client issues.


• Involvement in day-to-day activities where their acquired expertise and knowledge provide direction to subordinates


• Interfacing between internal and external customers, as well as internal departments within Ingram Micro.

What you bring to the role:

• Interpersonal skills to influence customers, suppliers, and other comparable level managers.
  
  


• Minimum of a 4-year degree and 8 years of functional experience including a minimum of 5 years of customer service experience.
  
  


• Minimum of 5 years of leadership experience; managing through subordinate managers a plus. Mastery over the subject area, with the ability to make significant contributions to the company
  
  


• An extreme customer focus; strong business and financial understanding; proven change management track record; strong coaching and development of a team; proven ability to hire, manage and build exceptional teams; solid understanding of operations and automation.

• Good knowledge of capacity planning, work adoption, and ability to say no to work; a driven, bold leader with a history of execution; strong communication, collaboration, and networking skills across BUs, and Entrepreneurial Spirit

• Knowledge of call center environment, customer service, order management, and sales functions. Understanding of channel marketplace (Vendor/Distributor/Reseller/End Customer). Understanding of productivity and metrics usage, Understanding of basic P&L, Sales and General Financial concept.

• Ability to analyze data to determine trending and needs; solid interpersonal and communication skills (listening, verbal and written) that are clear, concise, and able to influence others; time management skills for self and others; advanced skill in Microsoft Office suite of products in a Windows environment including Excel, Word, and Outlook; making decisions in a fast-paced environment.

• Ability to: multi-task, spot and respond to changes needed and lead rapid change, manage projects, manage people and resources, and set realistic and achievable goals/objectives with timelines. Ability to work within a team, collaborate to reach decisions, and deal successfully with customer complaints and issues requiring follow-up actions.

• Ability to conduct business travel, including clients visits and IM centers domestic and international if needed

*This is not a complete listing of the job duties. It's a representation of the things you will be doing, and you may not perform all of these duties.

Ingram Micro Inc. is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or any other protected category under applicable law.

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