Customer Relations Manager

Job Details

Level

Management

Job Location

Virginia Beach, VA - Virginia Beach, VA

Position Type

Full Time

Education Level

High School

Travel Percentage

Negligible

Job Shift

Office

Job Category

Customer Service

Description

As the Customer Relations Manager you are responsible for managing, developing and leading a Customer Relations team that is driven to deliver best in class customer service, focused on first time resolution and customer retention.

Essential Duties and Responsibilities:

• Develop relationship strategies and programs that produce business value and favorable customer experiences.
• Establish and implement continuous process improvements by monitoring customer interactions and by obtaining direct customer feedback on the standards of service delivered.
• Develop, capture, and communicate service metrics; monitor, analyze results and implement change.
• Ensure the necessary resources and tools are available for quality customer service delivery.
• Handle complex and escalated customer issues to ensure efficient resolution.
• Identify and eliminate barriers to enhance performance and enable team members to contribute towards process and performance improvements.
• Create a learning and development culture where teamwork, empowerment and trust are encouraged through coaching, performance measurement, and people development.
• Ensure compliance to policies and procedures by conducting periodic audits and providing training where needed.
• Update job knowledge by participating in educational opportunities, reading professional publications, and maintaining personal networks.
• Participate in the annual budget process; own the management and results of the budget for the assigned team.
• Contribute to the overall success of the business by playing an active role in the leadership team.

Qualifications

Requirements:

Education and Experience:

• HS diploma
• Bachelors degree preferred
• Proven work experience in a leadership position
• In-depth knowledge of customer service principles and practices
• Prior customer relations experience in a supervisor role

Job Knowledge, Skills, and Abilities:

• Customer awareness and focus
• Strong leadership, coaching and people development skills
• Excellent oral, written and communication skills
• Must be proficient with Microsoft office (including Microsoft Excel and Outlook).
• Familiarity or prior experience with EFI Radius or other manufacturing ERP systems is a plus
• Strong decision making, problem solving and analytical skills
• Excellent organizational skills and outstanding attention to detail
• Ability to thrive in a fast paced environment, multi-task, perform well under pressure and effectively manage competing and/or changing priorities
• Creative, innovative, and forward thinking
• Effective change management skills
• Collaboration skills
• Strong business acumen
• Results driven

Supervisory Responsibilities:

• Customer Relations Team in the assigned facilities

Training Requirements:

• Willing to attend required training courses or sessions related to the job as assigned.

Travel Requirements:

• At least once per quarter to facility with direct report responsibilities

Physical Demands:

• Sitting, standing, and repetitive tasks of working at a computer.
• Some light office lifting (max 25 lbs) is required.
• Pass a pre-employment drug test and subject to random drug screening.

Work Environment:

• Primary work environment is an office.
• Exposure to dust and noise in the production environment.
• Warehouse environment temperatures may be influenced by outside temperatures.

Personal Protective Equipment:

• Safety glasses and closed toed shoes are recommended in the production area.

Fortis Solutions Group is committed to a diverse and inclusive workplace. We are an equal opportunity employer and therefore, do not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.