Customer Service Manager

• Perform Quality Control Inspections for all ICR Center
• Other duties as assigned or requested;
• Facilitate and negotiate company position with "hard to resolve" service requests;
• Continually evaluate and assist in revisions to current warranty program to enhance ICR's brand image
• Work closely with other management areas to ensure operational consistency within the organization and all lines of business;
• Responsible for implementing and enforcing customer services rule and regulations for the Customer Service;
• Provide strategic direction, planning, and execution to meet/exceed productivity, brand representation, and efficiency goals;
• Provide leadership and oversight of management for service operations;
• Monitors all pertinent benchmark requirements for the department (error rate, priority order intake, on-time delivery, parts outages;
• Must be knowledgeable of, and comply with the Company's policies and procedures;
• Communicate and project the "we care" attitude to all customers and employees through all forms of communication (writing, verbal, appearance);
• Establish, monitor and work with team to improve on all aspects of service operations.