Customer Service Team Manager

hace 4 semanas

Orotina, Costa Rica 3M A tiempo completo

**Job summary**:
The person hired for the position of Customer Service Manager (CSR) Operations will focus on delivering high quality services. Supervises customer service programs and ensures compliance with established customer service principles. Supervises professional and support level employees within specific disciplines in Customer Service. Handles non-routine and multi-faceted customer complaints/inquiries.

This position will be providing direct supervision to assigned Team Leads through leadership, training, and development, allocating work assignments, review of progress in achieving objectives and enforcing corporate policies and procedures.

This person will have a comprehensive understanding of business processes, procedures and information, turning data into useful and actionable information that resolves customer issues in a timely manner. The successful individual will need to deal well with ambiguity, while addressing multiple concurrent projects and timelines. This is a customer-facing position, interacting directly with external customers, Quality Teams, and partnering with internal 3M clients and cross-functional team members to drive results.

This position works independently to meet targets and objectives set by 3M management. Additionally, the position works with senior co-workers, supervisors and/or management for guidance on difficult or unusual situations.

**Primary Responsibilities include but are not limited to the following**:

- Propose and lead projects to improve the efficiency and competitiveness of the processes and the team.
- Provide decision-making guidance and strategic/operational plans to build and enhance 3M's Customer Service image.
- Collaboration with business stakeholders to raise awareness and understanding processes to identify opportunities
- Self-motivated, and able to work effectively, in cross-functional groups, and with internal and external customers
- Flexible attitude and ability to work within a rapidly growing organization
- Create analytics and reports in respective space relevant to business and other stakeholders
- Escalate quality issues to appropriate areas
- High level of understanding of the company's strategy, business areas and structure, as well as the market (competition, trends, etc.).
- Improves customer satisfaction by identifying trends, problems and barriers.
- Provides insight, makes recommendations for resolution and develops proactive solutions as part of the organization’s continuous improvement culture.
- Provides reports and handles non-routine and difficult inquiries across multiple functional areas (adjustments, credits/debits, post audit and returned goods administration, information technology, customer account management, supply chain, transportation, pricing and distribution centers)
- Leads projects, which are generally short-term, with specific results expected, and occasionally broadly defined results. Ensures project objectives and deadlines are met.
- Efficiently build credibility and trust with customers and businesses through timely and accurate CIR resolution processing.
- Knowledge and use of SAP systems, Maintain and remain current with all SAP training and certifications. Become an SAP Dispute Management user.
- Interprets policies and regulations, investigates problems, and communicates with other departments and providers to research and resolve issues, identify and implement service solutions.
- May provide training to new employees and other members of work groups, including customer service, on credit systems and topics. May develop and lead cross-functional business teams and may act as project liaison. Participates on department process improvement teams.
- Ability to seamlessly immerse into CIR Analyst Role if/when need in times of staffing disruption
- Leading by using the freedom to choose methods within broadly defined processes and tools to meet team and area metrics.
- Implementing process improvements and/or creative solutions to work processes and tools
- Creating ongoing trainings and team updates within CIR related areas, such as customer disputes, systems knowledge and/or credits & collection processes and procedures

**Qualifications/Requirements**:

- A Bachelor level university/college degree is generally required. Master’s degree is preferred. In addition, a minimum of 7-10 years relevant working experience is normally required.
- Minimum 3 years in leadership positions
- Knowledge of assigned area of responsibility and 3M structure, organization and business.
- Demonstration of strong interpersonal, communication, analytical, organizational and short-term planning skills.
- Expert/master knowledge and experience with the most current theories and practices of one or more related disciplines such as customer inquiries, claims and complaints, customer training, call center(s), spare parts invoicing, and order management, etc.
- High level of negotiation, impact and influence at differ

  • Team Manager

    hace 4 semanas

    Orotina, Costa Rica Tek Experts A tiempo completo

    Overview: We are looking for a Team Manager to build, manage, and develop a team of 15-20 support engineers and ensure the team delivers exceptional customer service. As a key business leader, you will be a point of contact for customers, delivery teams, and senior management from Tek Experts and our clients. **Driving exceptional outcomes with...

  • Team Manager

    hace 1 semana

    Orotina, Costa Rica Tek Experts A tiempo completo

    Overview: We are looking for a Team Manager to build, manage, and develop a team of 15-20 support engineers and ensure the team delivers exceptional customer service. As a key business leader, you will be a point of contact for customers, delivery teams, and senior management from Tek Experts and our clients. **Driving exceptional outcomes with...

  • Homecare Team Manager

    hace 4 semanas

    Orotina, Costa Rica 3M A tiempo completo

    **Job Description**: **Job Description**: The Manager is responsible for the Medical Document, Clinical document Intake and Billing department. Including billing document collection for Managed Care and Medicaid order processing. This includes working closely with order requestors, customers, patients, physicians and insurance companies to qualify Home Care...

  • Homecare Team Manager

    hace 6 horas

    Orotina, Costa Rica 3M A tiempo completo

    **Job Description**: **Job Description**: The Manager is responsible for the Medical Document, Clinical document Intake and Billing department. Including billing document collection for Managed Care and Medicaid order processing. This includes working closely with order requestors, customers, patients, physicians and insurance companies to qualify Home Care...

  • Team Manager

    hace 3 semanas

    Orotina, Costa Rica Tek Experts A tiempo completo

    Overview: We are looking for a Team Manager to build, manage, and develop a team of 15-20 support engineers and ensure the team delivers exceptional customer service. As a key business leader, you will be a point of contact for customers, delivery teams, and senior management from Tek Experts and our clients. **Driving exceptional outcomes with...

  • Customer Service Representative

    hace 4 semanas

    Orotina, Costa Rica 3M A tiempo completo

    **Job Description**: Job summary: The person hired for the position of Customer Service Representative will focus on delivering high quality service and results within our Customer Service Organization by providing white glove service for our customers through timely and accurate order management processing, education and problem solving. This person will...

  • Customer Service Representative

    hace 3 semanas

    Orotina, Costa Rica 3M A tiempo completo

    Job summary: The person hired for the position of Customer Service Representative will focus on delivering high quality service and results within our Customer Service Organization by providing white glove service for our customers through timely and accurate order management processing, education and problem solving. This person will need to have a...

  • Global Customer Service Analyst

    hace 2 semanas

    Orotina, Costa Rica 3M A tiempo completo

    **Job Description**: Job summary: The person hired for the position of Global Customer Service Analyst will focus on delivering high quality service and results within our Customer Service Organization by providing white glove service for our customers through timely and accurate order management processing, education and problem solving. This person will...

  • Customer Service Coordinator

    hace 4 semanas

    Orotina, Costa Rica Solventum A tiempo completo

    **Job Description**: 3M Health Care is now Solventum. Customer Service Coordinator (Solventum) The Impact You’ll Make in this Role As a Customer Service Coordinator, you will have the opportunity to tap into your curiosity and collaborate with some of the most innovative and diverse people around the world. Here, you will make an impact by: -...

  • Customer Service Representative

    hace 4 días

    Orotina, Costa Rica 3M A tiempo completo

    **Job Description**: Collaborate with Innovative 3Mers Around the World Choosing where to start and grow your career has a major impact on your professional and personal life, so it’s equally important you know that the company that you choose to work at, and its leaders, will support and guide you. With a diversity of people, global locations,...

  • Customer Service Representative

    hace 7 días

    Orotina, Costa Rica 3M A tiempo completo

    **Job Description**: Collaborate with Innovative 3Mers Around the World Choosing where to start and grow your career has a major impact on your professional and personal life, so it’s equally important you know that the company that you choose to work at, and its leaders, will support and guide you. With a diversity of people, global locations,...

  • Customer Success Manager

    hace 1 semana

    Orotina, Costa Rica Tek Experts A tiempo completo

    Overview: **A career in tech. Work with the biggest and best names in technology** We are looking for teammates who want to be part of the tech movement. People who want to progress their career now and gain experience for tomorrow. We celebrate diversity in every way. In fact, it’s the reason we’ve grown so fast. If you like being part of a global...

  • Customer Service Representative

    hace 2 semanas

    Orotina, Costa Rica BB | MZ A tiempo completo

    We’re looking for a customer service representative who is excited to work from home (100% remote), who will receive inbound and outbound calls from US Technicians. As CSR you must be great and confident on the phone in order to answer concerns, gather info, and be able to clarify any questions. For this, you must be able to work under pressure, handle...

  • Customer Service Representative

    hace 2 semanas

    Orotina, Costa Rica Bold Business A tiempo completo

    We’re looking for a customer service representative who is excited to work from home (100% remote), who will receive inbound and outbound calls from US Technicians. - As CSR you must be great and confident on the phone in order to answer concerns, gather info, and be able to clarify any questions. For this, you must be able to work under pressure, handle...

  • Bilingual Customer Service

    hace 6 días

    Orotina, Costa Rica Solventum A tiempo completo

    **Job Description**: Bilingual Customer Service-Solventum 3M Health Care is now Solventum At Solventum, we enable better, smarter, safer healthcare to improve lives. As a new company with a long legacy of creating breakthrough solutions for our customers’ toughest challenges, we pioneer game-changing innovations at the intersection of health, material...

  • Customer Service Representative-english Mandarin

    hace 4 semanas

    Orotina, Costa Rica KleeGlobal A tiempo completo

    **customer service representative-english mandarin**: **KleeGlobal** - San Ramòn de Alajuela - Alajuela- experiência - 3 años- Otro- indefinido - jornada completa- salario - 1000000 no especificado- publicado - hace 13 horasTransnational Company requires hiring: Customer Service Representative English-Mandarin **Requirements**: Bachelor of Middle...

  • Es Contracts Manager, Aet Joining Amazon Team

    hace 1 semana

    Orotina, Costa Rica Amzn Support Srvcs Costa Rica A tiempo completo

    Basic Qualifications - Bachelor's degree - Strong customer focus (both internal and external) - A progressive set of experience delivering high impact results - Successful operating with customers, vendors and partners - Strong interpersonal skills - Demonstrate mastery using excel for reporting and/or financial analysis Job summary **Job Description**: The...

  • Assistant General Manager

    hace 4 semanas

    Orotina, Costa Rica Recluta talent hunter A tiempo completo

    One of the best hotels in our country is looking for its Assistant General Manager - Requirements Minimum of 3 years of experience in similar roles At least a degree in tourism, management, or marketing, among others. Advanced English. Experience required in hospitality management, food, and beverage, customer service/guest services, collaboration with...

  • Assistant General Manager

    hace 6 horas

    Orotina, Costa Rica Recluta talent hunter A tiempo completo

    One of the best hotels in our country is looking for its Assistant General Manager - Requirements Minimum of 3 years of experience in similar roles At least a degree in tourism, management, or marketing, among others. Advanced English. Experience required in hospitality management, food, and beverage, customer service/guest services, collaboration with...

  • Inside Sales Team Manager

    hace 4 semanas

    Orotina, Costa Rica 3M A tiempo completo

    **Job Summary**: The position of **Inside Sales Team Manager **will be required to build and maintain multiple high-performing inside sales teams that are able to meet and exceed the assigned yearly forecast. Will have direct leadership responsibility to review and approve work results conducted by the workgroup. Will supervise professional and support...