Customer Service Manager

Location: 

Shoreview, MN, US, 55126

Who Are We?
Do you want to help to make the world a better place? Join our team! At TSI our vision is to create a better world by helping to protect people, products and the environment. We are proud of the wide range of solutions we provide that solve our customer’s problems around the world. From helping to ensure worker safety and understanding air quality to supporting complex highly technical industries such as pharmaceuticals manufacturing, semiconductor, and research customers, TSI employees are part of something special with a purpose.

 

Customer Service Manager at TSI

The Customer Service Manager is responsible for leading and managing the Order Processing, Customer and Technical Support teams. This position is key to ensuring the TSI customer experience is highly satisfying by continuing to improve the customer service experience and engaging customers that ultimately helps grow the business.  The Customer Service Manager is responsible for managing, developing and motivating the various levels of staff by setting clear expectations and standards to ensure both sales and customer satisfaction objectives are met. This role will also work cross-functionally and through customer issues by following problems through to resolution.   These functions are critical components of the TSI organization responsible for helping drive customer satisfaction, revenue growth, and process efficiency.

 

What Will You do?

In order to grow and build a successful career with TSI, you will be responsible for:

  • Oversee the order management and customer service processes
  • Manage escalated issues and drive successful outcomes for customers
  • Act as internal advocate for customers and customer service, capturing and analyzing complaints and customer survey data.  Lead efforts to improve customer satisfaction
  • Create, monitor and report on team KPIs.  Coach and mentor employees as needed to meet team performance objectives
  • Recruit, hire, mentor, develop and retain staff by creating a positive and engaging work environment while ensuring individuals can excel through encouragement and empowerment
  • Partner with IT to drive best practices and organizational effectiveness in use of CRM toolsets
  • Develop, implement and monitor adherence to standard policies and procedures to ensure a consistent, high quality customer experience
  • Oversee technical support team development, cross training efforts and ensure readiness for support of new product introductions
  • Form and maintain strong working relationships and effectively communicate with key individuals from other departments when working through process improvements, projects, initiatives or when working to improve or enhance customer experience
  • Meet customer service financial objectives by forecasting requirements, prepare annual budgets, monitor expenditures.

 

Supervisory Responsiblities 

  • Hire, onboard and retain high performing team and individuals
  • Lead, manage and coach team in effort to ensure optimal performance and engagement of the workforce. Conduct regular individual and team meetings. Identify development and career growth opportunities
  • Set annual performance goals and objectives. Conduct performance reviews, provide feedback and make recommendations regarding compensation, promotion, training, and discipline
  • Work within TSI to define and execute required training programs to address product, application, process, and technology training needs

 

What Do You Need?

Required:

  • Bachelor’s Degree in Business or related field
  • Five to seven years of experience directing teams in Customer Service, Inside Sales, Service or Technical Support function

Desired:

  • Experience in a manufacturing/B2B environment
  • Experience with complex channel models (e.g. multiple channels to market)
  • Experience leading a group or project team
  • Experience with automated telephony systems
  • SAP ERP and Salesforce CRM experience

 

 

What Can We Give You?
At TSI, our employees are our most valuable assets, and we care about their health and happiness. We offer a competitive benefits program to keep our employees and their family members protected and foster a healthy work-life balance. Additionally, we are committed to employee development and growth, and encourage and foster an environment of collaboration, and innovation. Our work has meaning and the products we design and build help protect people and the environment.

 

Dress for your day: We want our employees to be comfortable at work and we know they are more productive when they’re comfortable. The dress for your day policy allows employees’ discretion to select appropriate dress for the business of each workday.

 
Free Beverages/On-site Cafeterias: Enjoy complimentary coffee, tea and hot chocolate each day at work. We also have two large cafeteria’s employees can eat lunch in, as well as an outside patio area that employees can enjoy during the summer months.


Benefit Offerings: Paid time off, holidays, competitive medical insurance plans, life insurance, short-term and long-term disability, 401K, flexible spending account, bereavement leave, maternity/paternity leave, education assistance, and more.

 

Legal authorization to work in the United States without the need for sponsorship. We require proof of eligibility to work in the United States. 

 

EOE/M/W/Vet/Disability


TSI provides trusted measurement, application guidance, and data analytics solutions that enable our global customers to make informed decisions.  We are creating a better world by helping protect people, products and the environment, as well as by optimizing research and industrial processes.


Nearest Major Market: Minneapolis

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