Customer/technical service manager job description

Responsible for coordinating and supervising the daily activities of a support team within a technical customer service area. Sets priorities for the team to ensure task completion. Manages post-sale technical support services to customers, including installation, troubleshooting, problem resolution and maintenance of products and services. Responsible for implementing technical customer support policies, procedures, training programs and call center tools to improve and sustain high quality customer service levels. Interfaces with appropriate departments in coordination, planning and implementation of various activities. Oversees technical support calls to ensure proper load balance and high customer satisfaction levels. Coordinates work activities with other managers. Work is guided by policies, procedures and the local business plan. Reviews and evaluates the work of others and applies leadership in day-to-day activities of the team. Ensures policies, practices and procedures are understood and followed by direct reports, customers and stakeholders. Has a team of at least three WK employees.
Key Responsibilities

•Lead a team of Technical Customer Service Specialists providing remote support for Wolters Kluwer customers

•Monitor, manage and improve workflow processes in these areas and work to continuously hone efficiency, improve employee engagement and deliver the day to day customer experience

•Manage the workflow process of the team and the day-to-day activity of the team

•Execute functional/departmental plans, applying required resources from own team to deliver objectives

•Perform duties related to hiring, firing, performance reviews and pay reviews of employees, but may defer to higher levels for final decisions

Key Requirements

•Bachelor's Degree or equivalent relevant experience.

•5+ years of progressive B2B customer service experience

•Experience coaching and leading a team, managing multiple concurrent projects, and collaborating across multiple internal teams

•Demonstrated ability to manage effectively, set team goals, develop people to their highest levels of performance, and manage through challenging situations

•Performance management of large teams, creating and implementing policy, mentoring and coaching, as well as stakeholder manager and communications about high visibility and time sensitive issues

•The above statements are intended to describe the general nature and level of work performed by employees assigned to this job. They are not intended to be an exhaustive list of all duties, responsibilities, and qualifications as these may vary depending on location and line of business. The specific requirements may differ due to local or regional differences.

EQUAL EMPLOYMENT OPPORTUNITY Wolters Kluwer U. S. Corporation and all of its subsidiaries, divisions and customer/business units is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.

JOB DESCRIPTION essential functions

• Examines estimates of material, equipment, and production costs, performance requirements, and delivery schedules to ensure completeness and accuracy.
• Reviews quotes from other firms for conformity to contract requirements and determines acceptable bids. Prepares quotes with process specifications, testing, and progress reports.
• Negotiates contract with customer or bidder. Requests or approves amendments to or extensions of contracts always within a timely manner.
• Take ownership of customer issues and follow problems through to resolution by leading and owning all post-sales activities to ensure customers are provided continuous updates on the status of an order
• Provide sales support to existing accounts and order entry by communicating the status of orders and customer concerns to sales and senior management
• Provide data and sales forecasts for upper management and production.
• Review and perform market analysis to determine customer needs in addition to assisting with the organization of product brochures and technical publications
• Establishes and maintains contact with customers and when required suppliers to ensure the smooth working of the sales process.
• Coordinates work of sales department with production and shipping department to implement fulfillment of contracts.
• Mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment.
• Knowledge of the EMS, QMS policies, goals, and objectives. Assist with systems based on Lean principles and practices to meet or exceed the requirements of the established QMS, EMS and all other standards required to serve Kelco target markets.

work experience and Skills requirements

• Technical degree and/or experience highly desired, as well as understanding of engineering prints and tolerances as well as the aptitude to learn technical information quickly.
• Knowledge of PTFE / plastics / Rubber processing. Prior knowledge of manufacturing
• Outgoing with a keen sense of servitude. Effective communication skills with confidence in decision making and customer experience.
• Prior experience in supervisory roles with strong organizational and collaborative skills across multiple organizations (Sales, Product, Customer Support, Partners)
• Prior experience in outside sales

Qualifications

• Assertiveness – Ability to act in a self-confident manner to facilitate completion of a work assignment or to defend a position or idea.
• Motivation – Ability to inspire oneself and others to reach a goal and/or perform to the best of their ability.
• Safety Awareness – Ability to identify and correct conditions that affect employee’s safety.
• Accountability – Ability to accept responsibility and account for his/her actions.
• Communication/Oral – Ability to communicate effectively with others using the spoken word.
• Analytical Skills – Ability to use thinking and reasoning to solve problems.
• Problem Solving – Ability to find a solution for or to deal proactively with work-related problems.
• Technical Aptitude – Ability to comprehend complex technical topics and specialized information.
• Dependable - Must consistently demonstrate dependability, a splendid work ethic, initiative, ownership of issues, problem-solving abilities, and an exceptional attitude.
• Flexibility - Demonstrate the ability to be flexible, accept innovative ideas and input positively, and be open to new work approaches and processes.

education

Technical degree from a two -year or four-year college or university; or six to 10 years related experience and/or training; or equivalent combination of education and experience.

reasonable function statement

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

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**JOB SUMMARY:**

This position will lead the continuous modernization of technologies that enable the Customer Strategy & Solutions organization within Georgia Power. Being a core part of this process and technology transformation, the successful candidate will have applicable experience related to managing business systems, collecting, and interpreting varying volumes of data, and a proven track record of delivery including implementation of systems and coordination of technology projects. Ultimately, the Customer Technology Manager will work closely with key stakeholders throughout the CS&S organization, Georgia Power and Southern Company to ensure strategic, long-term planning and coordination of technology efforts while ensuring the successful implementation of projects and initiatives through the Technology team.

**JOB REQUIREMENTS:** (Education, Experience, Knowledge, Skills **)**

+ A bachelor's degree in Business, Engineering, Statistics, Computer Science, or a related field is required.

+ A master's degree in a related field and relevant industry certifications are preferred.

+ 4 years of managerial experience of employees highly preferred.

+ Results oriented leader. Demonstrated ability in getting results through other managers and possesses a talent for critical thinking

+ 5 years working with business systems experience managing sales, marketing, and/or customer service systems, tools and technology (Sales Cloud, Eloqua, etc)

+ General knowledge of technology project implementations from scoping and design to development and launch activities

+ Understanding of products, end-use sales, customer base and rates, rules and regulations.

+ General knowledge and understanding of data analytics and sales reporting tools

+ Previous experience working across multiple departments and organizations within Marketing, Customer Service, Customer Solutions, Sales, Accounting, Finance, and CS&S is a plus

+ Experience managing and prioritizing multiple projects simultaneously involving internal and external stakeholders.

+ Excellent communication skills, oral and written, including ability to convey information in a manner that is compelling and convincing to individuals at all levels inside and outside the company.

+ Ability to develop and maintain influential relationships and to navigate effectively in internal and external environments with high profile partners.

+ Ability to lead and operate in a fast paced, real-time operational environment with changing business dynamics

+ Ability to lead and manage through change. Should be recognized as a change agent

+ Outstanding credibility and demonstrated ability to build strong relationships within the company and industry as well as with vendors/suppliers

+ Demonstrated ability to influence senior-level management and key stakeholders and lead through influence.

+ Demonstrated ability to connect the dots and apply sound business judgment.

**MAJOR JOB RESPONSIBILITIES:**

This role will be responsible for the creation and execution of a long-term strategy around all aspects of CS&S' human capital including but not limited to:

+ Work with the CS&S team to determine technology needs, assist them with identifying the best tools to meet their needs and assisting in the deployment and maintenance of these tools.

+ Coordinate modernization upgrades & new functionality releases with the Technology Organization and external technology vendor partners

+ Collaborate with system architects and developers to ensure upgrades, enhancements, and new deployments are properly tested, implemented, and documented

+ Work with stakeholders across the organization to increase understanding of CS&S tools and technologies

+ Establish and maintain strong working relationships with business stakeholders and subject matter experts to thoroughly understand, analyze and document operational business needs and requirements

+ Inform the CS&S workforce through analysis, design and targeted delivery of strategic/operational reports and dashboards

+ Develop the long-term technology strategy and roadmap for CS&S

+ Stay abreast on best practices and latest industry trends involving marketing technologies

**Southern Company is an equal opportunity employer where an applicant's qualifications are considered without regard to race, color, religion, sex, national origin, age, disability, veteran status, genetic information, sexual orientation, gender identity or expression, or any other basis prohibited by law.**

**Job Field:** Sales & Marketing

**Job Type:** Standard

**Primary Location:** Georgia-Metro Atlanta-Atlanta

**Operating Company:** Georgia Power Company

**Job Type:** Standard

**Travel (Up to...):** Yes, 25 % of the Time

**Work Location(s):**

Georgia Power Headquarters - 241 Ralph McGill Blvd. NE (241ATLANTA)

241 Ralph McGill Blvd. NE

Atlanta, 30308