Customer Service Manager at Fellowes Brands in Itasca, Illinois

Job Description:

Description

Our most important asset is our people. Who we are, what we do, how we do it and why we are passionate are all centerpieces of why we succeed.

We are proud to be recognized:

• Among America's Best Midsize Employers by Forbes in 2021 and 2022
• As one of Chicago's Best & Brightest Companies to Work For in 2022
• As a Chicago Tribune Top Workplace 2022 and 2023

As the Customer Experience Manager, you will identify, lead, and execute cross-functional projects with a keen focus on delivering an exceptional end-to-end experience to our customers. You will also drive continuous improvement efforts that align with Fellowes' strategic goals and deliver greater, measurable value to our customer community. Lastly, this role will nurture a culture of high-performing, team-oriented, continuous improvement focused individuals providing meaningful contributions to our business, partners, and customers.

We operate in a hybrid work environment, which includes remote days on Mondays and Fridays, and in-office days on Tuesdays, Wednesdays and Thursdays.

In This Role, You will…

• Quickly acquire robust knowledge of product, process, and customer success metrics
• Identify and drive activities to improve customer centricity, experience, satisfaction, and loyalty to Fellowes Brands
• Contribute to a variety of cross-functional initiatives to ensure that a strong customer success mindset is embedded in our people, process, and technology solutions
• Ensures service policies and practices align with customer requirements and overall organizational objectives
• Actively engage in problem-solving opportunities, particularly when there is a risk to customer satisfaction, and influence a solution that will provide a positive customer experience
• Partner with other functions to prioritize and manage exceptions to achieve the greatest outcome for our customers
• Anticipate customer needs and proactively tailor process, escalation, and communication strategies to achieve customer expectations
• Conduct and publish annual customer success surveys/audits to measure current customer success and plan, prioritize, and implement high-impact continuous improvement strategies
• Develop customer outcome and satisfaction scorecards
• Support Customer Service, Sales, and Operations leadership by providing mentoring, development, and motivation toward a common goal of exceptional customer experience

What You Bring to the Team:

• Associates degree preferred with 3+ years of related work experience within a manufacturing work environment; contract furniture/architectural experience a huge plus!
• Demonstrated proficiency in the use of business software such as Microsoft Office, (including intermediate Excel skills), Salesforce, Oracle, etc.
• Excellent communication skills with an aptitude for negotiation and diplomacy
• Ability to prioritize and complete work in a fast-paced environment
• Self-driven and proactive, always looking for ways to optimize efficiencies while focused on customer experience and satisfaction
• Solid analytical, investigative, and problem-solving skills
• Ability to travel - 15%

Fellowes Brands - A Family Business Since 1917
For over a century, Fellowes has been committed to positively impacting people through our culture, relationships and solutions. We have evolved toward relevance with each decade and generation, responding to a constantly changing world. Today, we are on an ambitious journey to grow our influence and impact in enhancing and maximizing work experiences worldwide. We are a Brand on the Move and remain committed to finding new ways to help people work better and feel better.

Visit our Careers Site: www.fellowesbrands.com/us/en/careers/Pages/overview.aspx

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Fellowes, Inc. does not accept unsolicited resumes from any agencies that have not signed a mutual service agreement. All unsolicited resumes will be considered Fellowes' property, and Fellowes will not be obligated to pay a referral fee. This includes resumes submitted directly to hiring managers without contacting the Talent Acquisition Department.

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PI240627361