Our solutions are a key part of most industries - electronics, medical research, renewable energy, food production, infrastructure and many more. Working with us means working with the latest technologies and groundbreaking, sustainable innovations.
Join us on our journey for a better tomorrow.
Your Role
As the Customer Service Manager you will be an important part of the Supply Chain Team and lead a dedicated team of 4 Customer Service Representatives. You will continuously improve processes and implement solutions. You will seek to enhance customer satisfaction, loyalty, trust, and contribute to the overall success of our organization. You will report to our Supply Chain Manager and work a Hybrid #LI-Hybrid schedule (4 days in office and 1 day from home). You will be based at our South Charlotte facility.
Leadership
You will set a clear vision for the customer service team that aligns with the company’s overall mission and goals.
You will communicate to inspire and guide the team.
You will foster a positive and inclusive work environment that encourages teamwork and collaboration.
You will maintain open lines of communication with the team.
You will provide clear, constructive feedback to help team members grow and improve.
Customer Interaction
You will manage complex customer inquiries and complaints, ensuring prompt and satisfactory resolution in accordance with Atlas Copco standards.
You will develop and implement strategies to improve the overall customer experience.
You will analyze customer service metrics and feedback to identify areas for improvements.
Collaboration
You will collaborate with other departments (e.g., planning, purchasing, transportation) to align customer service with overall business objectives.
You will ensure effective internal communication to keep the team informed and motivated.
Training
You will conduct assessments to identify training needs within the team.
You will implement effective onboarding process for new hires.
You will promote versatility and flexibility within the team.
To succeed, you will need
Experience
Minimum of 2 years’ experience in customer service, supply chain, inventory management, purchasing, or logistics.
Demonstrated record in resolving complex issues and complaints.
Experience in conducting training sessions and team meetings.
Proficiency in using business intelligence solutions, i.e., Power BI
Education
Bachelor’s degree in business, supply chain, or related field (or equivalent work experience)
Skills
Ability to motivate, and develop high-performing customer service team.
Strong ability to resolve complex customer issues effectively.
Capability to analyze data and make data driven decisions.
Experience resolving issues and requests by phone, email, and chat and Experience handling support requests from a variety of different channels.
Highly customer oriented (both internal and external) with a proactive approach.
Convey information clearly and effectively to customers, team members, and stakeholders.
Skills in developing and executing customer service strategies.
In return, we offer you
Atlas Copco is an Equal Opportunity Employer and does not discriminate in hiring or employment against any individual on the basis of race, religion, color, creed, gender, gender identity or expression, national origin, ancestry, age, marital status, citizenship, physical or mental disability, veteran status, sexual orientation, or status within any other group that is protected by anti-discrimination laws. Accessibility Notice: If you need reasonable accommodation for any part of the employment process due to a physical or mental disability, please send an email to: [email protected] or call (973)397-3400. Reasonable accommodation requests will be considered on a case-by-case basis. |
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City
Charlotte