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Sr. Manager Customer Service
at americanai
Louisville, KY

Sr. Manager Customer Service
at americanai
Louisville, KY

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Description

AAF International offers the most comprehensive clean air solutions available across the globe. Selling under the American Air Filter® and the AAF International® brand names, AAF International has been an industry pioneer since 1921 and has since grown to operations in over 22 countries with over 3000 employees. Our products are the industry benchmarks for quality and performance, and delivers clean air solutions in residential, commercial and industrial air pollution control, gas containment removal, power generation, and other stringent clean room environments.

We are a member of the Daikin Group, the world's largest air conditioning and clean air solutions provider with over $15 Billion in sales and 56,000 employees worldwide. Founded in 1924, Daikin has grown into a diversified industrial manufacturing company offering solutions in clean, air, air conditioning, refrigeration, chemicals, oil hydraulics, defense systems and electronics. AAF and Daikin are powered by our investment in people, products, and our processes.

Our culture of continuous improvement, safety, and world class operations is powered by our people centered management philosophy. This philosophy is built around mutual selection: that while AAF seeks top talent people to join and deliver on our team, we also want each team member to receive job satisfaction, growth & development, and continued happiness in being a long term member of the AAF family. This is fueled by our belief in treating our people, our supply partners, our customers and our environment with the trust and respect we each require, and our passion to give back to our community for our success.

Read more about our philosophy at: http://www.daikin.com/about/corporate/philosophy/index.html

AAF International is an Equal Opportunity Employer M/F/Disability/Veteran.

The Customer Service Sr. Manager is a key strategic and operational leadership role responsible for the development, continuous improvement and delivery of customer service and the strategic development of operational requirements, process and technology, to deliver key service outcomes for customers. 

 

Key Responsibilities:

  • Strategically lead and develop customer-centric knowledgeable team that consistently meets and exceeds internal metrics as well as internal and external expectations for service to enhance performance by setting clear accountable performance measures 
  • Responsible for Profit and Loss, or Profit Centre/Cost Centre Budgets. 
  • Create a culture and processes which achieve the business goals and objectives with regards to their customer service; 
  • Improve NPS (Net Promoter Score) – CSAT (Customer Satisfaction), or other Customer Metric. 
  • Drives reduction of the cost to serve 
  • Empower and Engage the Customer Service Team 
  • Enhance the First Call Resolution 
  • Identify new tools and technologies to better serve the customer 
  • Drive better sales through service 
  • Use Customer Insight and Root Cause Analytics to identify companywide improvements and present these to sales leadership and others as appropriate. 
  • Act as the Voice of the Customer across the organization. 
  • Identifying and providing feedback through 1:1s, effective use of personal development plans and provision of coaching & development opportunities. 
  • Accountable for ensuring full regulatory compliance and legal requirements. Identification of any potential risk issues. 
  • Define, negotiate and agree the effective utilization of resource in line with service specifications, working with, or being responsible for resource planning teams to plan the required resource in conjunction with business objectives and service level agreements. 
  • Work effectively and cohesively with all peers and stakeholders Commercial and Finance, Marketing, Operations to negotiate and influence customer service improvements 
  • Continually develop improvements and embed successful change projects. 
  • Drive quality and consistency 
  • Other duties as applicable.

 

Technical Requirements:

  • Prior SAP experience and SAP proficiency is preferred.
  • Extensive experiencing of managing operational customer service teams 
  • Strong strategic and customer focus with a clear understanding of the wider issues impacting the relevant markets. 
  • Proven Management and/or relationship management experience at a senior, strategic level role. o Established track record of exceeding targets, KPI’s SLA’s, in a quality led, legislative compliant environment 
  • Able to interpret MI/BI and develop strategy and make recommendations. 
  • Demonstrate ability to motivate and communicate with others at all levels 
  • Influential relationships skills and ability to use these relationships to deliver service improvements 
  • Excellent communication and negotiation skills. 
  • Able to adapt and succeed in a changing environment 
  • Evidence of well-develop
  • Ability to multi-task.
  • Must have the ability to travel 30% of their time.
     

Knowledge/Experience:

  • Minimum of 7 years of prior relevant service experience.
  • Minimum of 3 years management experience in a customer service environment.

 

Education Requirement:

  • Bachelor’s degree in business or related to the position field is preferred.

We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law. 

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