Linde Gas Equipment Inc.

Customer Service Manager

Location: Cahokia, IL

Linde Gas Equipment Inc. is seeking a Customer Service Manager to join our team Customer Service Manager will be responsible for performing and monitoring day-to-day Customer Excellence Center activities and processes in a customer service environment with the objective of creating an outstanding customer experience.

The Customer Service Manager requires hands on engagement with Supervisors, team members, external and internal customers, and daily activities with an eye for process adherence and improvement within the department and organization.

What we offer you

· Competitive compensation

· Comprehensive benefits plan (medical, dental, vision and more)

· 401(k) retirement savings plan

· Paid time off (vacation, holidays, PTO)

· Employee discount programs

· Career growth opportunities

Salary Range- $ 122,025 to $ 178,970 (commensurate with industry experience)

What you will be doing:

· Responsible for client support in specific geographic region

· Supporting the CEC in reaching productivity and service level goals for the department through monitoring of various daily reports and department planning including the monitoring of orders, monitoring cut and reschedules processed by CEC, etc.

· Performance Management of Call Center Supervisor and Call Center Representatives; coaching, development, and discipline

· Supervise, train and coach Call Center Supervisor and Call Center Representatives (up to 40 Linde employees)

· Perform progress evaluations for direct reports including monthly KPI reports, quarterly KPI reports and annual PMP.

· Process improvement – Uses Six Sigma, Lean process mapping skills to improve processes and productivity

· Demonstrates interpersonal, project management, written and verbal communication skills

· Prepares management reports as required

· Ability to analyze data and develop strategic improvement plans based on trend patterns

· Develop relationships with key sales, customer support, distributor, and region management personnel to achieve specific goals and service level standards

· Utilizes excellent and professional communication skills to ensure that all internal and external customer needs are met.

· Interfaces professionally and in a timely manner with inter-company departments and regions, responding to the needs of internal customers.

· Other duties as assigned