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Customer Service Manager

We have an exciting opportunity at our US Headquarters in Attleboro Massachusetts for an experienced Customer Service Manager. This position will allow you to have a 'front seat view' to the satisfaction of our customers. Your decisions and team will have a direct impact to the satisfaction of our customers. On a global basis, will have the opportunity to work with a number of internal teams such as engineering, quality, manufacturing, procurement, logistics and planning.
Your primary responsibility will be to oversee the operations of the customer service team and interact with external customers providing information, support and problem resolution to inquiries and order status. You will implement all aspects of the organizations' policies, priorities and initiatives related to providing "best-in-class" service levels to our customers. You will have a team of 7-8 supervisors and analysts. This role reports directly to the Global Customer Service Director.
The ideal candidate is someone with a track record of high performance in a customer service leadership role, who has a "Customer First" mindset. You will negotiate, influence and resolve internal and external customer issues and concerns. Prior experience in leading teams, have strong business acumen, analytical and problem solving skills related to customer satisfaction is required.
Additionally, this position works with other departments to drive process improvements as it relates to material planning, consignment, safety stock, Electronic Data Interchange (EDI) and other contractual strategic requirements which enhance the overall customer experience.
Key Results:
Customer Service Team is intimately connected to and highly responsive to our customers' needs
Teams are fully-staffed with talented professionals that are well-trained, highly-motivated and focused
Implement tools and processes that drive productivity improvements and efficiency gains
Align CS talent, tools, and processes to meet future expectations of internal stakeholders and external customers
Responsibilities:
Lead the Customer Service department to excel in customer care through training and initiatives such as creating best practices, and ensure consistency across the department
Accomplish customer service objectives through training, coaching and provide timely feedback; communicating job expectations; planning, monitoring, appraising, and reviewing job performance
Manage the team to provide timely and accurate information to customers regarding their order status and demand patterns
Plan, prepare and develop work schedules according to workloads and budget.
Provide assistance to the Supply Chain and Planning teams in meeting monthly fulfilment meetings
Represent Customer Service Team in delivery performance reviews, and quality reviews
Championing change, responsible for ongoing continuous improvement to all relevant business processes and aligning technologies.
Implement new procedures to improve efficiencies in customer service
Develop key metrics for tracking and monitoring customer service performance
Report on a weekly, monthly, quarterly and annual basis to the leadership team
Requirements:
Bachelor Degree in Business related field
10+ years of experience in a leadership role in Customer Service in a multinational company working with an international team
Demonstrated ability to motivate and develop a team of professionals
Experience in interfacing with customers, managers and business partners
Strong proficiency with MS Office (Word, Excel, PowerPoint, Outlook)
Experience with analytical tools and practices
Experience with Order Entry and ERP planning systems (Oracle knowledge a plus)
Solid understanding of manufacturing processes and inventory management principles
Excellent written and verbal communication skills
Experience in project management preferred
10-15% travel required within the United States and Mexico
Other Skills & Competencies:
Team player with leadership, drive and strong interpersonal skills
Ability to motivate and inspire the organization and keep morale high
Step up to address difficult issues and provide clear direction to champion change
Strong analytical and problem solving skills. Passion for diving into the details and providing crisp concise analysis and driving resolution
Flexibility in other assignments and able to multi-task
Conflict resolution skills - Able to handle complaints; settle disputes, grievances and conflicts through negotiating with customers and internal departments
Strong organization, planning and time management skills to achieve results
Strong personal and professional ethical values and integrity
Our employees are the reason we have been successful in the past and the reason we will be successful in the future. Employees' skills, talents and work ethic have defined the business and will shape our collective future.
Our Vision is to be:
A world leader and early innovator in mission-critical sensors and electrical protection
Satisfying the world's growing need for safety, energy efficiency and a clean environment
A partner, employer, and neighbor of choice.
NOTE: If you are a current Sensata employee (or one of our Affiliates), please back out of this application and log into Workday via the Company Intranet to apply directly. Type FIND JOBS in the Workday search bar.



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