JOB REQUIREMENTS: Associate Customer Care Manager DESCRIPTION/RESPONSIBILITIES: Requisition #: 19589 Functional Area: Manufacturing; Distribution Employment Type: Full-Time Work Options: In Office / Partial Remote from Neenah/Appleton/Oshkosh area #LI-Hybrid Work Hours: Standard Business Hours Position Summary This position is responsible for overseeing the activities of the customer service and customer success teams. Responsibilities include ensuring timely forms, supplies, LLP, and publications order entry, resolving customer escalations, maintaining customer account information, and implementing compliance services related to products. In addition, this position will act as a bridge between customers and the business unit to ensure client satisfaction. Job Responsibilities * Leads, develops and coaches team: * Provides clear expectations, feedback and recognition * Participates in the hiring/selection process * Writes and conducts performance evaluations and progress reports * Handles associate relations issues * Delivers results in line with the following key metrics/accountabilities: * Quality * Productivity * Budget control * Associate retention * Manages Customer Service Specialist Team to ensure successful entry of forms, supplies, LLP, and publications orders for sales platforms along with renewals and order changes. * Leads Customer Success Specialists in resolving customer escalations and serving as the highest source of escalation for customer issues. * Maintains an environment that is focused on providing high quality engagement and outstanding customer service. Facilitates proactive account management principles. * Collaborates with Sales teams on customer issues and opportunities, including retention strategies and the potential addition of new service offerings. * Partners with Product Management on the implementation and delivery of new product related services, including customer support and operational activities. * Executes routine audit processes for customers who subscribed to a compliance monitoring program. This will include the assignment of the audit to the Customer Success Specialist along with the ?nal audit report to the Sales team and customer. * Monitors and measures customer service and success metrics to further standardize, make improvements, or recommend changes in workflow or resource allocation. * Implements new technology and tools to improve efficiency and effectiveness of Customer Care team. * Carries out responsibilities in a fair, ethical and non-discriminatory manner and ensures that sta? follows these same guidelines. * Enforces and supports all company policies and procedures. Fully supports the company\'s commitment to safety and the environment and strives to maintain a clean, healthy and safe workplace. 2023 Top Company for Women to Work for in Transportation: Click HERE to learn more about this prestigious recognition. If you experience system-related issues or need assistance with the online application, please call (920) 720-7700. Professional Referral Program: Not the right role for you, but know someone who could be a great fit? Click HERE to refer them to us through ourProfessional Referral Programand you will earn acash paymentif your referral is hired. J. J. Keller & Associates, Inc. isan Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class. Nearest Major Market: Oshkosh Nearest Secondary Market: Appleton Job Segment: Compliance, Consulting, Law, Manager, Customer Service, Legal, Technology, Management ***** OTHER EXPERIENCE AND QUALIFICATIONS: Qualifications Experience: * 1+ years of leadership experience in a customer service environment. * 3+ y ars\' experience in a direct customer-facing role. * Experience leading a remote workforce desired. Education: * High school diploma or equivalent. * Bachelor\'s Degree in business related ?eld preferred. Other Skills/Quali?cations: * Ability to set priorities and organize resources to meet business needs. * Ability to develop and implement growth plans and programs. * Strong verbal and written communication skills. * Strong organizational and time management skills. * Demonstrated ability to build rapport and maintain a positive working relationship with key client contacts. * Independent analytical thinking skills. Physical Requirements Work is performed primarily in a standard office environment. Work involves operation of personal computer equipment for extended periods of time. Occasional travel to customer sites and/or industry and training events may also be required, depending on assignment. ***** APPLICATION INSTRUCTIONS: Apply Online: https://ars2.equest.com/?response_id=e96774405eaae8bc79ecf7101dddb2a1 Other: Applicants ONLY to apply via URL link provided!