| Details: |
MGR. CUSTOMER ADMINISTRATION
Location: Des Plaines, IL
Job Code: GOM031
# of openings: 1
Description
SUMMARY
Manages the Customer Administration team which includes three functions: Billing, New Accounts and Customer Maintenance, and Tax Administration. Responsible for between 10-15 employees including 2 Coordinators. Establishes and Achieves department objectives, ensuring compliance with applicable policies and procedures, and coaching individual and team to optimize performance. Scope of duties supports the MRO business segment.
RESPONISBILITIES
Leads team in production environment handling customer and sales agent requests. Ensures business needs are consistently met within and across the Administration functions. Develops, documents and coordinates work schedules. Ensures sufficient cross-trained resources are in place. Requests can be via phone, fax, email, or electronic. Handles escalations that require leader intervention. Serves as point person for internal audit, compliance and legal investigative requests. (25%)
Determines organizational structure and development needs of function. Provides input on job descriptions. Works with HR Staffing to recruit for open positions. Trains employees and evaluates progress toward proficiency. Establishes and executes employee development plans to achieve optimal contribution including giving timely feedback. Evaluates and documents performance appraisals and performance improvement plans. Conducts performance reviews. (25%)
Establishes key performance indicators by function including measure definition and process to measure. Determines performance improvement targets and action plan to accomplish. Drives continuous improvement with team using specific, time-based and measurable goals. (15%)
Defines business processes for functions. Collaborates across functions to ensure hand-offs and accountability is clear. Provides procedural guidance to staff; develops job aids and training content as needed. Develops complete and accurate business requirements for systems development as needed, ensuring collective MRO business needs are represented. Submits IT work requests as needed. Provides input on priority to IT for accountable business systems. (10%)
Provides input to Customer Contact Centers strategy development. Identifies and executes initiatives in the Customer Administration functions that provide enhanced customer experience and/or reduce operating expenses. Plans and executes special projects as needed. (10%)
Communicates to and with Customer Administration team to ensure employee understanding and engagement. Presents new material, policies, and initiatives to team (written, verbal, online content, etc.) Develops presentation content and delivers to various audiences including corporate functions, sales teams, and senior executives. (10%)
Establishes department budget. Manages expenses to be at or below plan and communicate details to support monthly forecast process. Creates capital expenditure requests as needed (5%)
REQUIREMENTS
Demonstrated leadership competencies to develop individuals and teams in production environment.
Excellent customer service skills; distribution-based business to business experience preferred.
Applicable work experience in billing, account, and tax administration functions.
Able to handle and diffuse difficult problems diplomatically and professionally. Possess negotiation and
Conflict resolutions skills.
Excellent written and verbal communication and interpersonal skills. Able to interact with all levels of leadership, employee and customers.
Strong analytic skills to ethically solve problems and make decisions.
Minimum Education: Not Specified
Career Focus 1: Manufacturing & Production
Career Focus 2: Not Specified |
