Manager - Customer Complaint Management

Job Details

Job Location

Irvine Headquarters - Irvine, CA

Position Type

Full Time

Education Level

4 Year Degree

Travel Percentage

Up to 50%

Job Shift

1st

Job Category

Management

Description

About Hyundai GLOVIS America Inc.

GLOVIS America, Inc. is a third-party logistics provider headquartered in Irvine, CA. Since our inception in 2002, we are committed to delivering our customers products via truck, rail, or ocean vessel throughout the U.S., Canada, and Mexico. Glovis America makes every effort to exceed standards by providing quality service to our customers and vendors of the automotive, freight forwarding, parts distribution, used car, and fuel industries. We cater logistics strategies and processes to our customers' needs by utilizing the latest information systems and advanced technologies.

Summary

The Manager, Customer Complaint Management position is responsible for engaging with Customers on behalf of GLOVIS. This also includes overseeing customer complaints by collecting, documenting, verifying, supporting finding solutions, coordinating with appropriate departments to remedy issues for future, providing feedback to customers in a timely manner and follow-up to ensure customers are satisfied with the outcome. This position will require travel to San Diego Office.

Responsibilities

• Primary
  • - Develop a strong working relationship with Customer/s
  • Maintaining accurate records of customer complaints
  • Document customer complaints and track progress of responses
  • Investigate / verify and document customer complaints with collaboration of appropriate departments
  • Support finding solutions to complaints with appropriate depart
  • Respond back to customer with progress of solutions
  • Follow-up and document customer feedback upon providing solutions - Review & ensure GLOVIS is following the corrected process upon remedy of issue
  • Prepare a weekly / monthly report to MQ TFT
  • Escalate queries and concerns when necessary to management
  • Provide feedback to management on customer issues, concerns and trends
• Secondary
  • Develop in-depth knowledge of products and services provided
  • Collecting and analyzing customer feedback
  • Tracking customer Service KPIs and metrics
  • Respond promptly to customer inquiries and concerns
  • Resolve customer issues and complaints effectively and efficiently
• Tertiary
  • Ad hoc reports and projects
  • Other duties as assigned

Compensation

$101,000- $113,000 per year (Subject to Compensation Study Upon Candidate Selection)

Benefits of working at Hyundai GLOVIS America Inc.

• Medical Insurance
• Vision Insurance
• Dental Insurance
• Health Care & Dependent Care Flexible Spending Accounts (FSA)
• Basic Life and AD&D as well as Short-Term & Long-Term Disability
• Paid Vacation, Holidays, and Sick leave
• Pet Insurance
• Hospital and Critical Illness Insurance
• Wellness Program and Gym Reimbursement*
• 401(k) with Generous Matching
• Referral Bonuses*
• Auto Allowance*
• Quarterly Employee Lunches, Summer Refreshments, and Monthly Team Building Activities*
• Discretionary Bonuses*
• Tuition Reimbursement*

*Benefits may vary by location. All benefits pursuant to Company policy.

Qualifications

Required Skills and Qualifications

• Ability to work in fast paced environment with ability to multitask
• Previous customer rep. experience
• Must be well organized and detail oriented
• Strong communication skills: Actively listening to customers and communicating with them is a core responsibility
• Ability to maintain positive and professional attitudes at all times
• Problem-solving skills
• Attention to detail
• Project Management Skills: Must have the skills to lead and manage support projects and initiatives

Education and Experience

• Bachelors Degree Required
  • Master's Degree Preferred
• 7 - 10Years of Direct Experience Required
  • 8 - 13 Years of Direct Experience Preferred
• 1 Yearof Indirect Experience Required
  • 3 Years of Indirect Experience Preferred
• 1 - 3 Years of Supervisory Experience Required
  • 4 - 7 Years of Supervisory Experience Preferred
• CSM Preferred

Environmental Requirements

• Repetitive use of hand/grasping product, writing, and typing
• Lift/Carry up to 20lbs

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this job.