Customer Solutions Manager

Linde Gas & Equipment Inc. is seeking a Customer Service Manager to join our team located in Tacoma, WA. The 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.

Responsibilities

•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

Qualifications:
High School Diploma required / Bachelor's Degree preferred
Minimum of 2 - 4 years of customer service or in store sales experience required
Knowledge of specialty gas, industrial gas, medical gas and welding related products preferred
1-3 years of supervisory experience required
Excellent verbal and written communications skills
Expertise in computer systems and computers applications
Salaried: $66,450 - $97,460
Linde is a leading global industrial gases and engineering company with 2023 sales of $33 billion. We live our mission of making our world more productive every day by providing high-quality solutions, technologies and services which are making our customers more successful and helping to sustain and protect our planet. The company serves a variety of end markets including chemicals & refining, food & beverage, electronics, healthcare, manufacturing, and primary metals. Linde's industrial gases are used in countless applications, from life-saving oxygen for hospitals to high-purity & specialty gases for electronics manufacturing, hydrogen for clean fuels and much more. Linde also delivers state-of-the-art gas processing solutions to support customer expansion, efficiency improvements and emissions reductions. For more information about the company, please visit our website at www.lindeus.com .

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, protected veteran status, pregnancy, sexual orientation, gender identity or expression, or any other reason prohibited by applicable law

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