Customer Information Center Manager jobs in Fort Wayne, IN

Customer Information Center Manager manages a team that is responsible for analyzing contact center patterns, including volumes, trends, attrition rates, and contact center representative productivities. Oversees the configuration of the Automatic Call Distribution (ACD) system to automatically distribute calls uniformly among representatives. Being a Customer Information Center Manager monitors the productivity of customer service representatives. Ensures customer satisfaction by overseeing the call volume and redirecting inbound traffic as needed. Additionally, Customer Information Center Manager reviews call volume reports to coordinate and complete capacity planning within the contact center and identify potential problems. Evaluates historical and recent performance and statistics to identify trends. May act as a resource for more complex questions. Requires a bachelor's degree. Typically reports to a director. The Customer Information Center Manager manages subordinate staff in the day-to-day performance of their jobs. True first level manager. Ensures that project/department milestones/goals are met and adhering to approved budgets. Has full authority for personnel actions. To be a Customer Information Center Manager typically requires 5 years experience in the related area as an individual contributor. 1 - 3 years supervisory experience may be required. Extensive knowledge of the function and department processes. (Copyright 2024 Salary.com)

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Regional Service Manager - Fort Wayne, IN (Remote)
  • Signode -Regional Service Manager
  • Fort Wayne, IN FULL_TIME
  • Regional Service Manager - Fort Wayne, IN (Remote)

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    Description/Job Summary

    About Signode:

    With over $2B in revenue, 80 manufacturing facilities across 6 continents and over 9,000 employees worldwide, Signode is a leading manufacturer of a broad spectrum of transit packaging consumables, tools, software, and equipment that optimize end-of-line packaging operations and protect products in transit. Signode brings this extensive product portfolio together under hundreds of trusted brands to offer complete transit packaging solutions to its customers.

    We produce strap, stretch and protective packaging. We also manufacture packaging tools and equipment used to apply the bulk packaging materials. These commercial packaging products are used to pack, bundle, unitize, protect and secure goods during warehousing and transit. Our company is a pioneer in the industrial packaging sector with a long history of customer-focused innovations in materials, processes and automation technology that have revolutionized the sector.

    Headquartered in Tampa, Florida, we are proud to be the Transit Packaging Division of Crown Holdings, Inc. We are excited to go to market as Signode and to share the portfolio of products, services and capabilities that make us the world’s premier end-of-line packaging company.


    Summary

    Directs and coordinates activities of field service personnel to ensure the satisfactory performance of Signode power equipment and identify new business opportunities.


    •    We offer a competitive salary with a range of $90,000 - $112,000 based on experience and skill set. 
    •    This position is eligible to participate in the Signode annual bonus program with a target of 15% of base salary.
    •    A variety of benefits are also available, including medical, dental, life insurance, short-term and long-term disability, as well as Signode’s 401(k) program. 


    Essential Functions

    • Manage a team of 10-13 Field Service personnel in your region, supporting over 1,000 customer accounts and 5,000 machines in each region.
    • Oversee the activities of the personnel and ensure coverage for completion of service calls in a timely manner.
    • Review workorders; billable, warranty and installation reports to ensure accuracy of hours/travel, professional documentation and any follow up actions required for full resolution and invoicing.
    • Approve, timecards, expense reports and annual maintenance agreements.
    • Review agreement reports to understand profit and loss within their responsibility.
    • Accountable for growth and margin, year over year through the sale of maintenance agreements, product retrofits and billable service, including maximized utilization levels.
    • Provide qualified supervision for field service techs on special application equipment.
    • Ensure and coordinate training and development of technical skills of team to successfully handle customer needs within the region.
    • Form strong relationships with internal and external customers to collaborate and service the needs of the end user.
    • On a regular basis, partner with Sales, Product and Marketing Managers, and Engineering to continuously improve the organization, equipment, and department.
    • Provide necessary resources, training and tools for the team to effectively and safely perform their job.
    • Lead and resolve escalated of customer issues, as well as, educating them on value of services rendered.   
    • Gather and share essential KPI’s, weekly, monthly reports as well as quality reports.
    • Partner with inventory manager on inventory levels of each service van inventory and determining specific parts as it pertains to their assigned region.
    • Prepare comprehensive technical data reports for Training and Engineering Department relating to equipment issues and present suggestions for improvements. 
    • Optional: In certain global areas, this role will be responsible for maintaining world class customer service for parts ordering, fulfilling & stocking levels within their region.


    Position Qualifications

    Education: High School Diploma or GED required, Preferred College Degree or Technical School.

    Experience: 2 years in a leadership role, with 5 years in a service position.

    • Microsoft Office skills (Word, Excel, Outlook, etc) 
    • Desirable: Professional course (business, engineering, mechanical). 


    Functional Success Drivers: These competencies are what we require for an individual to be successful in this role.

    • Customer Focus
    • Stress Management
    • Problem solving
    • Results oriented
    • Organization / Planning
    • Empowerment
    • Selecting Quality Talent


    Reasonable Accommodation Statement

    To perform this job successfully, the individual must be able to perform each essential duty satisfactorily.  Reasonable Accommodations may be made to enable qualified individuals with disabilities.


    The Company has reviewed this job description to ensure that essential functions and basic duties have been included. It is intended to provide guidelines for job expectations and the employee's ability to perform the position described. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate. This document does not represent a contract of employment, and the Company reserves the right to change this job description and/or assign tasks for the employee to perform, as the Company may deem appropriate.

    Signode Industrial Group, LLC is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status.

  • 1 Month Ago

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Customer service specialist
  • The Virtual Call Center, Inc
  • Fort Wayne, IN FULL_TIME
  • Are you passionateabout travel and customer service The Timeshare Company a leader invacation ownership services since 1976 is seeking dedicatedindividuals to join our team as Remote Timeshare Exchang...
  • 1 Month Ago

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Customer Service Representative
  • Van's Home Center
  • Auburn, IN FULL_TIME
  • Job SummaryVan's Home Center is looking for a full-time Customer Service Representative to join our team! As a Customer Service Representative, you are a key member of the team and represent our compa...
  • Just Posted

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Customer manager
  • BrightSpring Health Services
  • Fort Wayne, IN FULL_TIME
  • Our Company ResCare Community Living Overview Do you have a passion for establishing partnerships and strategies in achieving organizational excellence? Our Business Development & Sales teams focus on...
  • 28 Days Ago

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Customer manager
  • ResCare Community Living
  • Fort Wayne, IN FULL_TIME
  • Our Company ResCare Community Living Overview Do you have a passion for establishing partnerships and strategies in achieving organizational excellence? Our Business Development & Sales teams focus on...
  • 28 Days Ago

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Assistant Service Center Manager
  • Valvoline Inc.
  • Fort Wayne, IN FULL_TIME
  • What You’ll Do:As an Assistant Service Center Manager (ASCM), you are the right hand of the Service Center Manager. You are responsible for taking the lead in helping build a high-performance team cap...
  • Just Posted

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0 Customer Information Center Manager jobs found in Fort Wayne, IN area

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Customer Service Representative
  • Grote Automotive - Fort Wayne
  • Fort Wayne, IN
  • Description Hello, My name is Clif and the next 5 minutes could literally change your life. I love what I do. I love my ...
  • 3/27/2024 12:00:00 AM

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Customer Service Representative- Remote
  • Lincoln Financial Group
  • Fort Wayne, IN
  • **Customer Service Representative- Remote** **Primary Location:** Fort Wayne, IN, US **The Role at a Glance** We are exc...
  • 3/27/2024 12:00:00 AM

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Customer Service Representative
  • doitbestcareers.com
  • Fort Wayne, IN
  • **Location:** Fort Wayne, IN This position is primarily responsible for processing orders and handling customer service ...
  • 3/27/2024 12:00:00 AM

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Customer Service Rep
  • Applied Industrial Technologies, Inc.
  • Fort Wayne, IN
  • ** Customer Service Rep** Location: Fort Wayne, IN, US, 46808 Company: 1100-Applied Industrial Technologies As a leading...
  • 3/27/2024 12:00:00 AM

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Customer Service Specialist
  • CRST International Inc
  • Fort Wayne, IN
  • ** Position Description** **Customer Service Specialist** Location **IN, Fort Wayne** Job Code **5882** Pay Band **S2-B*...
  • 3/27/2024 12:00:00 AM

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Customer Service Analyst
  • Sparibis
  • Fort Wayne, IN
  • Title:Customer Service AnalystLocation:Fort Wayne, IN**Location:** Must be onsite in Fort Wayne, IN (Remote during COVID...
  • 3/27/2024 12:00:00 AM

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Patient Services Representative
  • Bowen Center
  • Fort Wayne, IN
  • The Patient Services Representative provides customer service support to both internal and external customers. Duties in...
  • 3/26/2024 12:00:00 AM

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Inside Sales/Customer Service Rep
  • Applied Industrial Technologies, Inc.
  • Fort Wayne, IN
  • ** Inside Sales/Customer Service Rep** Location: Fort Wayne, IN, US, 46808 Company: 1100-Applied Industrial Technologies...
  • 3/24/2024 12:00:00 AM

Fort Wayne is a city in the U.S. state of Indiana and the seat of Allen County, United States. Located in northeastern Indiana, the city is 18 miles (29 km) west of the Ohio border and 50 miles (80 km) south of the Michigan border. With a population of 253,691 in the 2010 census, it is the second-most populous city in Indiana after Indianapolis, and the 75th-most populous city in the United States. It is the principal city of the Fort Wayne metropolitan area, consisting of Allen, Wells, and Whitley counties, a combined population of 419,453 as of 2011. Fort Wayne is the cultural and economic c...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Customer Information Center Manager jobs
$92,610 to $126,375
Fort Wayne, Indiana area prices
were up 1.3% from a year ago

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