Elk Grove Village, IL

Deputy General Manager-Customer Service

Talener

Our client is a large manufacturing firm that provides high quality industrial machinery.  They are looking for a Deputy General Manager-Customer Service with manufacturing or machine experience.   This role is a mix of leadership and strategic management of customer service operations, focusing on enhancing customer service, satisfaction and loyalty.  In this role you will manage teams of customer service agents and field service technicians, address service issues, maintain service level agreements to increase productivity.

Title:  Deputy General Manager-Customer Service
 
Location: Chicago, IL
 
Required skills and responsibilities:
  • 10years of experience in a customer service within the manufacturing industry
  • Proven track record of building a customer service organization including establishing polices and procedures for supporting customers.
  • Establish the customer service organization to improve the customer service experience
  • Develop a system of metrics to aid in the evaluation of customer satisfaction.
  • Build, lead, and retain, high-performing support teams.
  • Develop and implement methods to record, assess, and analyze customer feedback.
  • Drive Digital Transformation initiatives to continuously improve customer service quality. 
  • utilize the company's integrated software systems (CRM / ERP), maintain accurate customer service records and documentation.
  • Develop and implement methods to record, assess, and analyze customer feedback.
  • Create a database of active machines using the company CRM system with the goal of improved customer service and business development.
  • Ability to travel within the US up to 50% of the time.
 
Nice to have Skills:
  • Microsoft Dynamics 365, Dynamics AX or similar CRM and/or ERP software systems.
  • Mechanical Engineering background in the industrial equipment industry.
  • Bachelors degree in engineering
 
 
Compensation:
  • $160,000-175,000
  • Annual bonus
  • Relocation package
 
For additional information, please reach out to Jed Pillion at jpillion@talener.com
 

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font-size: 15px; box-sizing: border-box;">that provides&nbsp;</span><span fr-original-style="font-family:Calibri;font-size:15px;" style="font-family: Calibri; font-size: 15px; box-sizing: border-box;">high quality industrial machinery</span><span fr-original-style="font-family:Calibri;font-size:15px;" style="font-family: Calibri; font-size: 15px; box-sizing: border-box;">.</span><span fr-original-style="font-family:Calibri;font-size:15px;" style="font-family: Calibri; font-size: 15px; box-sizing: border-box;">&nbsp;&nbsp;</span><span fr-original-style="font-family:Calibri;font-size:15px;" style="font-family: Calibri; font-size: 15px; box-sizing: border-box;">They are looking&nbsp;</span><span fr-original-style="font-family:Calibri;font-size:15px;" style="font-family: Calibri; font-size: 15px; box-sizing: border-box;">for a Deputy General Manager-Customer Service</span><span fr-original-style="font-family:Calibri;font-size:15px;" style="font-family: Calibri; font-size: 15px; box-sizing: border-box;">&nbsp;with manufacturing or machine experience.</span><span fr-original-style="font-family:Calibri;font-size:15px;" style="font-family: Calibri; font-size: 15px; box-sizing: border-box;">&nbsp;&nbsp;</span><span fr-original-style="font-family:Calibri;font-size:15px;" style="font-family: Calibri; font-size: 15px; box-sizing: border-box;">&nbsp;</span><span fr-original-style="font-family:Calibri;font-size:15px;" style="font-family: Calibri; font-size: 15px; box-sizing: border-box;">This role is a mix of</span><span fr-original-style="font-family:Calibri;font-size:15px;" style="font-family: Calibri; font-size: 15px; box-sizing: border-box;">&nbsp;leadership and strategic management of customer service operations, focusing on enhancing customer&nbsp;</span><span fr-original-style="font-family:Calibri;font-size:15px;" style="font-family: Calibri; font-size: 15px; box-sizing: border-box;">service,&nbsp;</span><span fr-original-style="font-family:Calibri;font-size:15px;" style="font-family: Calibri; font-size: 15px; box-sizing: border-box;">satisfaction</span><span fr-original-style="font-family:Calibri;font-size:15px;" style="font-family: Calibri; font-size: 15px; box-sizing: border-box;">&nbsp;and loyalty.</span><span fr-original-style="font-family:Calibri;font-size:15px;" style="font-family: Calibri; font-size: 15px; box-sizing: border-box;">&nbsp;&nbsp;</span><span fr-original-style="font-family:Calibri;font-size:15px;" style="font-family: Calibri; font-size: 15px; box-sizing: border-box;">In this role you will</span><span fr-original-style="font-family:Calibri;font-size:15px;" style="font-family: Calibri; font-size: 15px; box-sizing: border-box;">&nbsp;manage teams of customer service agents and field service technicians, address service issues</span><span fr-original-style="font-family:Calibri;font-size:15px;" style="font-family: Calibri; font-size: 15px; box-sizing: border-box;">, maintain</span><span fr-original-style="font-family:Calibri;font-size:15px;" style="font-family: Calibri; font-size: 15px; box-sizing: border-box;">&nbsp;service level agreements</span><span fr-original-style="font-family:Calibri;font-size:15px;" style="font-family: Calibri; font-size: 15px; box-sizing: border-box;">&nbsp;</span><span fr-original-style="font-family:Calibri;font-size:15px;" style="font-family: Calibri; font-size: 15px; box-sizing: border-box;">to increase productivity.</span></div><div fr-original-style="line-height:12.15pt;background-color:#ffffff;" style="line-height: 12.15pt; background-color: rgb(255, 255, 255); box-sizing: border-box; font-family: inherit; font-size: inherit;"><br fr-original-style="" style="box-sizing: border-box; font-family: inherit; font-size: inherit;"><span fr-original-style="font-family:Calibri;font-size:15px;" style="font-family: Calibri; font-size: 15px; box-sizing: border-box;"><strong fr-original-style="" style="box-sizing: border-box; font-family: inherit; font-size: inherit; font-weight: bold;">Title</strong></span><span fr-original-style="font-family:Calibri;font-size:15px;" style="font-family: Calibri; font-size: 15px; box-sizing: border-box;"><strong fr-original-style="" style="box-sizing: border-box; font-family: inherit; font-size: inherit; font-weight: bold;">:</strong></span><span fr-original-style="font-family:Calibri;font-size:15px;" style="font-family: Calibri; font-size: 15px; box-sizing: border-box;"><strong fr-original-style="" style="box-sizing: border-box; font-family: inherit; font-size: inherit; font-weight: bold;">&nbsp;</strong></span><span fr-original-style="font-family:Calibri;font-size:15px;" style="font-family: Calibri; font-size: 15px; box-sizing: border-box;">&nbsp;</span><span fr-original-style="font-family:Calibri;font-size:15px;" style="font-family: Calibri; font-size: 15px; box-sizing: border-box;">Deputy General Manager-Customer Service</span></div><div fr-original-style="line-height:12.15pt;background-color:#ffffff;" style="line-height: 12.15pt; background-color: rgb(255, 255, 255); box-sizing: border-box; font-family: inherit; font-size: inherit;"><span fr-original-style="font-family:Calibri;font-size:15px;" style="font-family: Calibri; font-size: 15px; box-sizing: border-box;"><strong fr-original-style="" style="box-sizing: border-box; font-family: inherit; font-size: inherit; font-weight: bold;">&nbsp;</strong></span></div><div fr-original-style="line-height:12.15pt;background-color:#ffffff;" style="line-height: 12.15pt; background-color: rgb(255, 255, 255); box-sizing: border-box; font-family: inherit; font-size: inherit;"><span fr-original-style="font-family:Calibri;font-size:15px;" style="font-family: Calibri; font-size: 15px; box-sizing: border-box;"><strong fr-original-style="" style="box-sizing: border-box; font-family: inherit; font-size: inherit; font-weight: bold;">Location:</strong></span><span fr-original-style="font-family:Calibri;font-size:15px;" style="font-family: Calibri; font-size: 15px; box-sizing: border-box;">&nbsp;</span><span fr-original-style="font-family:Calibri;font-size:15px;" style="font-family: Calibri; font-size: 15px; box-sizing: border-box;">Chicago, IL</span></div><div fr-original-style="line-height:12.15pt;background-color:#ffffff;" style="line-height: 12.15pt; background-color: rgb(255, 255, 255); box-sizing: border-box; font-family: inherit; font-size: inherit;"><span fr-original-style="font-family:Calibri;font-size:15px;" style="font-family: Calibri; font-size: 15px; box-sizing: border-box;">&nbsp;</span></div><div fr-original-style="line-height:12.15pt;background-color:#ffffff;" style="line-height: 12.15pt; background-color: rgb(255, 255, 255); box-sizing: border-box; font-family: inherit; font-size: inherit;"><span fr-original-style="font-family:Calibri;font-size:15px;" style="font-family: Calibri; font-size: 15px; box-sizing: border-box;"><strong fr-original-style="" style="box-sizing: border-box; font-family: inherit; font-size: inherit; font-weight: bold;">Required&nbsp;</strong></span><span fr-original-style="font-family:Calibri;font-size:15px;" style="font-family: Calibri; font-size: 15px; box-sizing: border-box;"><strong fr-original-style="" style="box-sizing: border-box; font-family: inherit; font-size: inherit; font-weight: bold;">skills and responsibilities</strong></span><span fr-original-style="font-family:Calibri;font-size:15px;" style="font-family: Calibri; font-size: 15px; box-sizing: border-box;"><strong fr-original-style="" style="box-sizing: border-box; font-family: inherit; font-size: inherit; font-weight: bold;">:</strong></span></div><ul fr-original-style="" style="box-sizing: border-box; font-family: inherit; font-size: inherit; margin-top: 0px; margin-bottom: 10px;" type="disc"><li fr-original-style="font-family:serif;font-size:15px;" style="font-family: serif; font-size: 15px; box-sizing: border-box;"><span fr-original-style="font-family:Calibri;" style="font-family: Calibri; box-sizing: border-box;">10</span><span fr-original-style="font-family:Calibri;" style="font-family: Calibri; box-sizing: border-box;">+&nbsp;</span><span fr-original-style="font-family:Calibri;" style="font-family: Calibri; box-sizing: border-box;">years of experience</span><span fr-original-style="font-family:Calibri;" style="font-family: Calibri; box-sizing: border-box;">&nbsp;in a</span><span fr-original-style="font-family:Calibri;" style="font-family: Calibri; box-sizing: border-box;">&nbsp;customer service within the manufacturing industry</span></li><li fr-original-style="font-family:serif;font-size:15px;" style="font-family: serif; font-size: 15px; box-sizing: border-box;"><span fr-original-style="font-family:Calibri;" style="font-family: Calibri; box-sizing: border-box;">Proven track record of building a customer service organization including establishing&nbsp;</span><span fr-original-style="font-family:Calibri;" style="font-family: Calibri; box-sizing: border-box;">polices</span><span fr-original-style="font-family:Calibri;" style="font-family: Calibri; box-sizing: border-box;">&nbsp;and procedures for supporting customers.</span></li><li fr-original-style="font-family:serif;font-size:15px;" style="font-family: serif; font-size: 15px; box-sizing: border-box;"><span fr-original-style="font-family:Calibri;" style="font-family: Calibri; box-sizing: border-box;">Establish&nbsp;</span><span fr-original-style="font-family:Calibri;" style="font-family: Calibri; box-sizing: border-box;">the c</span><span fr-original-style="font-family:Calibri;" style="font-family: Calibri; box-sizing: border-box;">ustomer service organization</span><span fr-original-style="font-family:Calibri;" style="font-family: Calibri; box-sizing: border-box;">&nbsp;to improve</span><span fr-original-style="font-family:Calibri;" style="font-family: Calibri; box-sizing: border-box;">&nbsp;</span><span fr-original-style="font-family:Calibri;" style="font-family: Calibri; box-sizing: border-box;">the&nbsp;</span><a fr-original-style="" href="https://resources.workable.com/customer-service-representative-job-description" style="box-sizing: border-box; background: transparent; color: rgb(0, 112, 192); text-decoration: none; user-select: auto; font-family: inherit; font-size: inherit; cursor: pointer;"><span fr-original-style="font-family:'Times New Roman';font-size:16px;color:#000000;" style='font-family: "Times New Roman"; font-size: 16px; color: rgb(0, 0, 0); box-sizing: border-box;'>customer service experience</span></a></li><li fr-original-style="font-family:serif;font-size:15px;" style="font-family: serif; font-size: 15px; box-sizing: border-box;"><span fr-original-style="font-family:Calibri;" style="font-family: Calibri; box-sizing: border-box;">Develop a system of metrics to aid in the evaluation of customer satisfaction</span><span fr-original-style="font-family:Calibri;" style="font-family: Calibri; box-sizing: border-box;">.</span></li><li fr-original-style="font-family:serif;font-size:15px;" style="font-family: serif; font-size: 15px; box-sizing: border-box;"><span fr-original-style="font-family:Calibri;" style="font-family: Calibri; box-sizing: border-box;">Build, lead, and&nbsp;</span><span fr-original-style="font-family:Calibri;" style="font-family: Calibri; box-sizing: border-box;">retain,</span><span fr-original-style="font-family:Calibri;" style="font-family: Calibri; box-sizing: border-box;">&nbsp;high-performing&nbsp;</span><span fr-original-style="font-family:Calibri;" style="font-family: Calibri; box-sizing: border-box;">support&nbsp;</span><span fr-original-style="font-family:Calibri;" style="font-family: Calibri; box-sizing: border-box;">teams</span><span fr-original-style="font-family:Calibri;" style="font-family: Calibri; box-sizing: border-box;">.</span></li><li fr-original-style="font-family:serif;font-size:15px;" style="font-family: serif; font-size: 15px; box-sizing: border-box;"><span fr-original-style="font-family:Calibri;" style="font-family: Calibri; box-sizing: border-box;">Develop and implement methods to record, assess, and analyze customer feedback.</span></li><li fr-original-style="font-family:serif;font-size:15px;" style="font-family: serif; font-size: 15px; box-sizing: border-box;"><span fr-original-style="font-family:Calibri;" style="font-family: Calibri; box-sizing: border-box;">Drive Digital Transformation initiatives to continuously improve customer service quality</span><span fr-original-style="font-family:Calibri;" style="font-family: Calibri; box-sizing: border-box;">.</span><span fr-original-style="font-family:Calibri;" style="font-family: Calibri; box-sizing: border-box;">&nbsp;</span></li><li fr-original-style="font-family:serif;font-size:15px;" style="font-family: serif; font-size: 15px; box-sizing: border-box;"><span fr-original-style="font-family:Calibri;" style="font-family: Calibri; box-sizing: border-box;">utilize the company's integrated software systems (CRM / ERP), maintain accurate customer service records and documentation.</span></li><li fr-original-style="font-family:serif;font-size:15px;" style="font-family: serif; font-size: 15px; box-sizing: border-box;"><span fr-original-style="font-family:Calibri;" style="font-family: Calibri; box-sizing: border-box;">Develop and implement methods to record, assess, and analyze customer feedback.</span></li><li fr-original-style="font-family:serif;font-size:15px;" style="font-family: serif; font-size: 15px; box-sizing: border-box;"><span fr-original-style="font-family:Calibri;" style="font-family: Calibri; box-sizing: border-box;">Create a database of active machines using the company CRM system with the goal of improved customer service and business development.</span></li><li fr-original-style="font-family:serif;font-size:15px;" style="font-family: serif; font-size: 15px; box-sizing: border-box;"><span fr-original-style="font-family:Calibri;" style="font-family: Calibri; box-sizing: border-box;">Ability to travel within the US up to 50% of the time</span><span fr-original-style="font-family:Calibri;" style="font-family: Calibri; box-sizing: border-box;">.</span></li></ul><div fr-original-style="line-height:108%;font-size:15px;" style="line-height: 108%; font-size: 15px; box-sizing: border-box; font-family: inherit;"><span fr-original-style="font-family:Calibri;color:#212121;" style="font-family: Calibri; color: rgb(33, 33, 33); box-sizing: border-box;">&nbsp;</span></div><div fr-original-style="line-height:12.15pt;background-color:#ffffff;" style="line-height: 12.15pt; background-color: rgb(255, 255, 255); box-sizing: border-box; font-family: inherit; font-size: inherit;"><span fr-original-style="font-family:Calibri;font-size:15px;" style="font-family: Calibri; font-size: 15px; box-sizing: border-box;"><strong fr-original-style="" style="box-sizing: border-box; font-family: inherit; font-size: inherit; font-weight: bold;">Nice to have</strong></span><span fr-original-style="font-family:Calibri;font-size:15px;" style="font-family: Calibri; font-size: 15px; box-sizing: border-box;"><strong fr-original-style="" style="box-sizing: border-box; font-family: inherit; font-size: inherit; font-weight: bold;">&nbsp;Skills:</strong></span></div><ul fr-original-style="" style="box-sizing: border-box; font-family: inherit; font-size: inherit; margin-top: 0px; margin-bottom: 10px;" type="disc"><li fr-original-style="font-family:serif;font-size:13px;" style="font-family: serif; font-size: 13px; box-sizing: border-box;"><span fr-original-style="font-family:'Times New Roman';font-size:15px;" style='font-family: "Times New Roman"; font-size: 15px; box-sizing: border-box;'>Microsoft Dynamics 365, Dynamics AX or similar CRM and/or ERP software systems.</span></li><li fr-original-style="font-family:serif;font-size:13px;" style="font-family: serif; font-size: 13px; box-sizing: border-box;"><span fr-original-style="font-family:'Times New Roman';font-size:15px;" style='font-family: "Times New Roman"; font-size: 15px; box-sizing: border-box;'>Mechanical Engineering background in the industrial equipment industry.</span></li><li fr-original-style="font-family:serif;font-size:13px;" style="font-family: serif; font-size: 13px; box-sizing: border-box;"><span fr-original-style="font-family:'Times New Roman';font-size:15px;" style='font-family: "Times New Roman"; font-size: 15px; box-sizing: border-box;'>Bachelors</span><span fr-original-style="font-family:'Times New Roman';font-size:15px;" style='font-family: "Times New Roman"; font-size: 15px; box-sizing: border-box;'>&nbsp;degree in engineering</span></li></ul><div fr-original-style="font-size:15px;" style="font-size: 15px; box-sizing: border-box; font-family: inherit;"><span fr-original-style="font-family:Calibri;" style="font-family: Calibri; box-sizing: border-box;">&nbsp;</span></div><div fr-original-style="line-height:12.15pt;background-color:#ffffff;" style="line-height: 12.15pt; background-color: rgb(255, 255, 255); box-sizing: border-box; font-family: inherit; font-size: inherit;"><span fr-original-style="font-family:Calibri;font-size:15px;" style="font-family: Calibri; font-size: 15px; box-sizing: border-box;">&nbsp;</span></div><div fr-original-style="font-size:15px;" style="font-size: 15px; box-sizing: border-box; font-family: inherit;"><span fr-original-style="font-family:Calibri;" style="font-family: Calibri; box-sizing: border-box;"><strong fr-original-style="" style="box-sizing: border-box; font-family: inherit; font-size: inherit; font-weight: bold;">Compensation</strong></span><span fr-original-style="font-family:Calibri;" style="font-family: Calibri; box-sizing: border-box;"><strong fr-original-style="" style="box-sizing: border-box; font-family: inherit; font-size: inherit; font-weight: bold;">:</strong></span></div><ul fr-original-style="" style="box-sizing: border-box; font-family: inherit; font-size: inherit; margin-top: 0px; margin-bottom: 10px;" type="disc"><li fr-original-style="font-family:serif;font-size:13px;" style="font-family: serif; font-size: 13px; box-sizing: border-box;"><span fr-original-style="font-family:Calibri;font-size:15px;" style="font-family: Calibri; font-size: 15px; box-sizing: border-box;">$</span><span fr-original-style="font-family:Calibri;font-size:15px;" style="font-family: Calibri; font-size: 15px; box-sizing: border-box;">160,000-175,000</span></li><li fr-original-style="font-family:serif;font-size:13px;" style="font-family: serif; font-size: 13px; box-sizing: border-box;"><span fr-original-style="font-family:Calibri;font-size:15px;" style="font-family: Calibri; font-size: 15px; box-sizing: border-box;">Annual bonus</span></li><li fr-original-style="font-family:serif;font-size:13px;" style="font-family: serif; font-size: 13px; box-sizing: border-box;"><span fr-original-style="font-family:Calibri;font-size:15px;" style="font-family: Calibri; font-size: 15px; box-sizing: border-box;">Relocation package</span></li></ul><div fr-original-style="line-height:12.15pt;background-color:#ffffff;" style="line-height: 12.15pt; background-color: rgb(255, 255, 255); box-sizing: border-box; font-family: inherit; font-size: inherit;"><span fr-original-style="font-family:Calibri;font-size:15px;" style="font-family: Calibri; font-size: 15px; box-sizing: border-box;">&nbsp;</span></div><div fr-original-style="line-height:12.15pt;background-color:#ffffff;" style="line-height: 12.15pt; background-color: rgb(255, 255, 255); box-sizing: border-box; font-family: inherit; font-size: inherit;"><span fr-original-style="font-family:Calibri;font-size:15px;" style="font-family: Calibri; font-size: 15px; box-sizing: border-box;">For additional information, please reach out to&nbsp;</span><span fr-original-style="font-family:Calibri;font-size:15px;" style="font-family: Calibri; font-size: 15px; box-sizing: border-box;">Jed Pillion at jpillion</span><span fr-original-style="font-family:Calibri;font-size:15px;" style="font-family: Calibri; font-size: 15px; box-sizing: border-box;">@talener.com</span></div><div fr-original-style="line-height:108%;font-size:15px;" style="line-height: 108%; font-size: 15px; box-sizing: border-box; font-family: inherit;"><span fr-original-style="font-family:Calibri;" style="font-family: Calibri; box-sizing: border-box;">&nbsp;</span></div>”,”employmentType”:”FULL_TIME”,”hiringOrganization”:{“@type”:”Organization”,”name”:”Talener”},”jobLocation”:{“@type”:”Place”,”address”:{“@type”:”PostalAddress”,”streetAddress”:null,”addressLocality”:”Elk Grove Village”,”addressRegion”:”IL”,”postalCode”:null,”addressCountry”:null}},”title”:”Deputy General Manager-Customer Service”,”url”:”https://talener.com/jobs/?cjobid=JP846923229&rpid=1131240&postid=KrXJip5xUKo”,”identifier”:{“@type”:”PropertyValue”,”name”:”Talener”,”value”:null}}

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