Manager, Customer Solutions

• Monitor staffing and provide proper phone coverage to meet our agreed upon Service Level Agreement (SLA)
• Oversee daily workflow which includes backorder reports, department CRM responsibilities, and other offline duties
• Monitor, supervise and coach gaps in attendance, performance and behavior
• Hold CSRs accountable to meeting the compliance expectations with established policies and procedures
• Provide ongoing ERP systems training to support required functions
• Oversee training of new hires
• Conduct performance appraisals and provide ongoing performance feedback
• Handle daily personnel issues when they arise and involve Customer Service Manager when necessary
• Conduct monthly department meetings
• Create and maintain daily reports that provide daily activities

• Daily & weekly communications to the assigned group
• Assist with annual pricing contracts and daily deviations
• District Sales Manager maintenance on ERP system
• Acts as point of escalation for complex issues from CSR’s
• Identify trends and work within and outside Customer Service department to determine root cause and solve issues
• Create, update and oversee process documentation to meet operational and customer requirements

• Act as liaison between various departments on customer service issues
• Provide support to sales organization
• Provide weekly feedback to manager for use in refining and improving departmental efficiencies

• Bachelor’s Degree in Business preferred
• 3-5 years customer service experience in a call center environment required
• Previous lead or supervisory experience required
• Strong knowledge of current ERP system, Excel, Word
• Strong knowledge of HCP business processes
• Strong knowledge of workflow management of business dynamics (CRM)

Husqvarna is an Equal Employment Opportunity employer committed to providing equal opportunity in all of our employment practices, including selection, hiring, assignment, re-assignment, promotion, transfer, compensation, discipline and termination. Husqvarna prohibits discrimination, harassment and retaliation in employment based on race; color; religion; national origin; gender; sexual orientation; pregnancy; age; disability; service member status; or any other category protected by federal, state, or local law.