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    Customer Care Manager - New York, United States - Laerdal Medical Corp.

    Laerdal Medical Corp.
    Laerdal Medical Corp. New York, United States

    5 hours ago

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    Description

    **Customer Care Manager -Wappingers Falls, NY**

    We are searching for a Customer Care Manager based in our Wappingers Falls, NY location.

    **Primary Duties and Responsibilities:** Overseeing Customer Service team scheduling, quality of service, productivity.

    Monitor customer satisfaction measurements and ensure customer satisfaction goals are met or exceeded.

    Monitor and improve team performance against KPIs and other targets by coaching and being an active player/coach.

    Seek to understand and resolve complex customer issues ensuring satisfactory results for customer and company.

    Primary leadership role for the Customer Service team.

    **Required Qualifications:**The Company

    Laerdal Medical is an international market leader in training and therapy products for emergency medicine and critical care. Our products and services are used by hospitals, ambulance services, first aid organizations, educational institutions and

    others around the world. We are a dynamic and energetic organization consisting of people from a wide variety of cultures and backgrounds. By 2030, we have a goal of helping save more lives. Every year.

    Coordinating and implementing solutions for customers

    Customer Service Process Improvement

    Identifying gaps in service delivery within the team and resolving them

    Day to day management of Customer Service team. Work volumes, phone coverage and making on the fly adjustments to ensure timely and accurate entry of orders and contracts.

    Collaboration with other teams and groups as necessary to ensure front line associates are trained in both product and process.

    Responsible for all MyPath training, review and coaching delivery and entry for team

    Answer phone calls and emails from customers, internal and external

    Prioritizing orders-

    Daily Coaching and working with team members

    Identify and escalate emerging product/processes problems or concerns

    Work with logistics on complex order management and shipments

    Assist other customer care teams as needed

    Strong communication skills

    Communicate with and train team members as needed

    Resource for other departments and teams regarding Customer Service-related issues and questions.

    Work cross functionally business analytics, Customer Success, customer service to identify areas of opportunity in current processes, propose and implement new business models

    In-phase new procedures for order entry and work routing

    Career path building and development for direct reports, including tier management

    Working closely with Customer Care Leadership and AMT to keep everyone aware of important issues happening within the team

    Implementing new and innovative ways to delight our customers

    Working closely with sales leadership to share best practices to ensure order entry success

    **Position Requirements:**

    Minimum of two years experience in a Customer facing environment

    Strong leadership skills and abilities

    Excellent telephone presence with organized follow-up skills

    Required to be proactive and able to take direction and establish ownership of projects.

    Excellent verbal and written communication skills

    Strong customer focus; service oriented attitude

    Proficient in order entry, Purchase Orders, and Laerdal Order Process.

    Strong ability to lead, and communicate to team members.

    Strong computer literacy skills with an emphasis on Visio, Word, QAD, Siebel, and other Laerdal applications.

    Flexible work schedule, as hours will be M, W, F 9-5 and T, and Th 12-8

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