Customer Experience Manager - Customer Service Tier 2

The Customer Service Manager - Tier 2 is entrusted with the leadership and oversight of the escalation support team, which is responsible for addressing complex customer issues referred by internal and external customers. This role is pivotal in ensuring the timely and expert resolution of escalated cases, providing advanced guidance to CSRs, and fostering continuous improvement focused on leveraging technology to drive customer satisfaction and employee development while adhering to organizational standards. In this role you will: Manage a team of Customer Service Representatives - Tier 2, responsible for reviewing and resolving escalated cases that required specialized expertise and prompt action. Serve as the subject matter expert for advanced customer concerns. Collaborate closely with Technical Support, Quality, Supply Chain, and Sales teams to resolve and proactively prevent escalations. Conduct trend analysis, drive continuous process improvements, and generate comprehensive reports on escalation metrics. Ensure strict compliance with company policies and established quality standards. Maintain proactive collaboration with all departments involved in pre-sales and post-sales processes (including import/export, supply chain, master data management), ensuring ongoing communication regarding weekly performance. Implement and optimize Customer Service technology solutions to enhance efficiency. Partner with Customer Experience Leadership and related business clusters (Sales, Master Data Management, Programs, Supply Chain, Import/Export, Pricing, Automation, CI & Quality, Technical Support, Quotations, Services) to develop forward-looking strategies and promote cross-functional synergy. Develop and monitor performance metrics for team members, ensuring consistent evaluation and feedback to optimize employee development. Establish, document, enforce, review, and update standard operating procedures for all departmental functions as needed. Benchmark current service levels and lead the design and execution of improvement initiatives. Remain current with technological advancements pertinent to business operations, including computing, e-commerce, and database systems. Exercise autonomy to identify and capitalize on opportunities relating to orders and specifications, disseminating relevant information internally to achieve optimal outcomes. Champion the sharing of best practices across the team. Bachelor's degree from an accredited institution Minimum of seven (7) years of experience in leadership or project management within a business-to-business customer service department. Minimum of seven (7) years of SAP experience. No relocation is offered for this position. All candidates must currently reside within Syracuse, NY OR Highland, IL to be considered. Active-Duty Military Service member candidates are exempt from the geographical area limitation. MBA Knowledge of ERP system (SAP and Business Explorer) Must have a high understanding of SAP, IDOCs, MS office applications, Business Intelligence and Business Warehouse. Experience in a manufacturing environment. Thorough knowledge of our various channels to market and familiarity with selling through manufacturer's representative, distribution, and factory direct sales forces.