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Customer Service Team Manager

hace 1 mes

Alajuela, 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