Manager, Customer Service
American Battery Solutions

Job Info

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American Battery Solutions has a full-time opening for a Manager, Customer Service in Lake Orion, Michigan.

Job Summary:

The Manager, Customer Service Manager is responsible for overseeing and nurturing strong customer relationships, ensuring exceptional customer satisfaction levels, and driving the expansion of the ABS customer service portfolio. This leadership role demands a high degree of initiative, self-motivation, and proactive engagement with both customers and internal stakeholders, with the ultimate goal of achieving 100% customer satisfaction. This individual will collaborate closely with our prototype and production engineering manufacturing teams, key suppliers, and the validation/testing teams to optimize customer experiences and drive organizational success.

Responsibilities:

• Develop, influence, and facilitate cross functional buy-in of all customer service processes and procedures.
• Build and lead a team of customer service support professionals to meet the growing demands of the business.
• Manage assigned customer accounts by processing sales and service orders, addressing customer & service inquiries.
• Manage and oversee customer Return Material Authorization (RMA) process.
• Oversee and serve as first line of support for ABS customers; troubleshooting as necessary.
• Work closely with the sales department to identify and address open customer service requests.
• Create training manuals and document business requirements for project and process/ improvement/ automation efforts.
• Demonstrates a high level of account ownership, resolving product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up when necessary to ensure resolution.
• Utilizes Salesforce.com to capture complaint entries, price requests, call reports and conducts informational searches.
• Developing and updating customer service policies and procedures to align with changing customer expectations and business objectives.
• Work with cross-functional teams including, but not limited to IT, Commercial, Quality, Engineering, Operations, Supply Chain to provide support for the business' efforts to ensure completion of internal RMA process.
• Coordinate with logistics team for shipping and receiving. Be knowledgeable of Hazmat shipping requirements.
• Analyzing customer feedback and data to make informed decisions about process improvements.
• Generating reports and presenting data to senior management to provide insights into customer service performance and trends.
• Responsible for after-hours and emergency 24/7 customer support.
• Implement systems and tools including Web-based, telephone, and email to collect and capture customer satisfaction data and ensure resolution and tracking of customer concerns.
• Adhere to federal and state regulations.
• Adhere to all company policies, processes, and procedures.
• Performs other duties as requested, directed, or assigned.
• Predictable and reliable attendance.

Position Qualifications:

• Bachelor's degree in Communications, Marketing, Business Administration, Management or related field.
• Minimum of five (5) years of automotive and/or manufacturing customer service-related experience.
• Minimum three (3) years of demonstrated project management experience.
• Experience in a supervisory or leadership role within customer service preferred.
• Effective decision making and problem solving skills.
• Strong understanding of customer service principles and best practices.
• Excellent interpersonal and communication skills, both written and verbal.
• Ability to handle difficult customer interactions and resolve issues effectively.
• Experience using customer service software, databases, and tools.
• Working knowledge of Microsoft Office Applications.
• A deep commitment to delivering excellent customer experiences and ensuring customer satisfaction.
• Ability to gather customer feedback and use it to improve service quality.
• Highly organized and detail oriented.
• Flexibility to adapt to changing customer needs and business demands.
• Willingness to work in a fast-paced environment.
• Effective communication with both customers and internal teams, including senior management.
• Assertive, and not afraid to share their opinion.

Key Competencies:

• Focuses on Quality: Drives work results with a quality focus on actions and results.
• Decision Making & Analysis: Makes sound decisions based upon a mixture of data-driven analysis, expertise, experience, and judgment; collects relevant information, seeking input from others, and identifies connections and/or root causes of problems
• Continual Improvement: Displays a consistent orientation toward producing the highest quality products or services, while keeping a focus on sustainability. Constantly looking for incremental improvements in work processes and results.
• Takes Initiative: Exhibits strong drive for results and success; conveys a sense of urgency and drives issues to closure; persists despite obstacles and opposition.
• Working Safely: Demonstrates safe behaviors. Aware of potential risks and threats in the workplace.
• Delivers Results: Achievement-oriented, feeling a sense of urgency to reach goals on time, if not before.
• Teamwork: Works cooperatively with others to accomplish team goals and organizational objectives.
• Communications: Exchanges thoughts, feelings, and information effectively.

Physical Requirements / Working Conditions:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

• Prolonged periods sitting at a desk and working on a computer.
• Constantly operates a computer and other office equipment.
• Ability to adjust focus, especially due to concentration on a computer screen.
• May need to lift and carry up to 30 pounds and/or position the body to reach items on the floor/below knee level or reach overhead.
• The person in this position needs to occasionally move about in industrial environments, and on uneven terrain.
• The noise level in the work environment can be moderately loud.
• Must be able to manipulate equipment for calibration and modification.
• Prolonged periods of operating equipment.

Why Join Us

American Battery Solutions (ABS) provides comprehensive benefit plan options at no cost and a competitive salary to all associates. ABS is committed to a diverse and inclusive workplace.

Benefits Overview

• Paid time off includes 4 weeks, 15 holidays, and parental leave.
• 100% company-paid medical, dental, vision, short-term disability, long-term disability life insurance.
• Flexible Spending Account (FSA) and Health Savings Account (HSA) offerings.
• Company provided 401K savings plan with matching contributions to help you save for retirement.
• Voluntary benefits offerings.
• Tuition assistance.
• Employee Referral program.
• Employee development and career growth opportunities.

About Us

At American Battery Solutions (ABS) we are developing the next generation of battery energy storage systems that will power the vehicles of today and tomorrow! Our team works with the latest technologies and battery chemistries engineering, testing, and manufacturing batteries to power the world's electric propulsion transition. At ABS you may get a chance to work on a project for an autonomous warehouse robot or an autonomous lawnmower, or you may work on a battery for a fleet of delivery vehicles or a transit bus, or even an EV start-up or a massive grid energy storage system. Our team is led by some of the industry's most experienced professionals, but we pride ourselves on developing a diverse team of next-generation battery experts.

The Location - Lake Orion

American Battery Solutions Headquarters and Innovation Center is located in the heart of South-East Michigan in Orion Township. Orion Township is a Pure Michigan Trail Town that has a long-standing dedication to enhancing trails and pathways in its community, which is home to the Polly Ann Trail, Paint Creek Trail, and Iron Belle Trail. The township boasts more than 50 miles of trails. Southeast Michigan also boasts some of the best eating around! Whether your interest is in furthering your education, enjoying one of the many regional sporting events, or enjoying the vast outdoors that Michigan has to offer, you'll be at the center of it here!

AMERICAN BATTERY SOLUTIONS IS AN EQUAL OPPORTUNITY EMPLOYER.

This job has expired.