We have an amazing opening for a Sr. Manager, Customer Service. ( Strategic Manager)

Key points:

Experience in automated process

S4 Hana experience

Schedule will be Hybrid, 2 days working in the office

Location: Orange County- close to freeways

Must have a background in consumer goods

Position:

Will be instrumental in shaping and elevating customer experience, serving as a bridge between clients, teams, and organizational goals. This visionary leader excels at spotting opportunities for innovation and transformation, bringing deep expertise in technology, automation, and SAP-or an equivalent ERP system-to streamline operations and raise service standards. The ideal candidate is also highly skilled in evaluating current organizational structures and processes, identifying areas for improvement, and driving meaningful change throughout the business.

Duties:

• Set and Execute Customer Service Strategy: Develop and implement a forward-looking customer service vision aligned with the company's long-term objectives, prioritizing exceptional customer experiences and ongoing process enhancement.
• ERP System Management: Act as the subject matter expert and administrator for SAP or equivalent ERP platforms, guaranteeing optimal configuration, utilization, and continuous improvement to support seamless service workflows.
• Technology and Automation Leadership: Lead the adoption of advanced technologies and automation solutions in customer service, maximizing accuracy, efficiency, and scalability.
• Team Leadership and Development: Inspire, mentor, and cultivate a high-performing customer service team, fostering a culture of innovation, accountability, and customer-centric thinking.

Managerial Tasks:

• Manage the Customer Service Department daily, including facilities and equipment
• Interview, hire, train, direct, evaluate and review Customer Service Representatives in accordance with established Company operating policies
• Communicate with all corporate personnel, sales staffs and outsourcing companies to ensure efficient operations of the Customer Service Department, including fair and consistent administration of sales programs
• Analyze and recommend creations/changes in Customer Service Policies and Procedures
• Create and maintain Customer Service Procedures Manuals
• Monitor and audit J-SOX procedures

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. Demonstrated ability to mentor and manage staff

2. Demonstrated experience with product claims analyses

Bachelor's degree from a four-year institution in programs such as business administration, economics, management, marketing or equivalent or combination of education and experience or a minimum of five years of professional experience in a related capacity.

All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, and Los Angeles County Fair Chance Ordinance. For unincorporated Los Angeles county, to the extent our customers require a background check for certain positions, the Company faces a significant risk to its business operations and business reputation unless a review of criminal history is conducted for those specific job positions.