Senior Customer Service Manager

deJongDUKE,withits

North Americanheadquartersin Allen Park ,Michigan,isaleadinginnovatorinthecoffeeandespressoindustry.

Asa Dutchcompanywitharichhistorydatingbackto
1957,wedesign,engineer,manufacture,andmarketpremiumequipmentforthe

Office Coffeeand Vendingmarket .WithmanufacturingfacilitiesinboththeUSandthe

Netherlands,weareknownforourquality,passion,andunwaveringcommitmenttocustomersuccess.

Ourcultureisbuiltoncollaboration,afocusonexcellence,andadrivetodeliveranexceptionalcustomerexperience.

Weareseekingadeedicatedandproactive Customer Service Managertoleadour North Americancustomerserviceteam .Thisisapivotalroleforahands‑onleaderwhoispassionateaboutdeliveringoutstandingserviceandbuildinglastingcustomerrelationships.

Youwillberesponsibleforoverseeingallcustomersupportoperations,mentoringyourteam,andservingasthevoiceofthecustomerwithinourorganization.

Theidealcandidateisanempatheticcoach,askilledproblem-solver,andadeptatstreamliningprocessestoenhancethecustomerjourney.

• Conductregularcoachingsessions,performance reviews,andtrainingprogramstodevelopteamskillsinconflictresolution,product knowledge,andcustomercommunication.
• Proactivelyidentifycommoncustomerchallengesandworkcross-functionallytoaddressrootcausesandimprovetheoverallcustomerexperience.
• Serveastheprimarypointofescalationforcomplexorhigh-prioritycustomerissues,ensuringtimelyandeffectiveresolution.
• Buildstrongcollaborativerelationshipswithinternalteams,including
  
  Sales,Production,Warehouse,Technical Support,andSupply
  
  Chaintoadvocateforcustomerneeds.
• Maintain expert-levelknowledgeofallcompanyproducts,parts,andequipmenttoprovideaccurateguidancetobothteammembersandcustomers.
• OverseetheefficientuseofCRMandERPsystemstomanagecustomerinteractions,trackcases,andmaintainaccuraterecords.

• Bachelor'sdegreein
  
  Business,Communications,orarelatedfield,orequivalentpracticalexperience.
• 6+yearsofprogressiveexperienceinacustomerserviceorcustomersupportrole,withatleast2yearsinaleadershiporteamleadcapacity.
• Exceptionalverbalandwrittencommunicationskills,withtheabilitytode‑escalatetensesituationsandconveyempathyandprofessionalism.
• StrongexperiencewithCRMandERPsystemsforcasemanagementandreportingishighlypreferred.
• Excellentorganizationalandproblem-solvingskillswiththeabilitytoprioritizeinafast‑paced environment.
• Aproactive,customer-centricmindset
• Provenabilitytoleadteams,improve processes,anddrivecustomersatisfaction.

• Monday–Friday,Full-Time

• Medicalbenefitsthrough Blue Crossor Blue Care Networkwith HSAandFSAplansavailable