Regional Customer Service Manager

JOB DESCRIPTION

• This role is 100% remote. Preference will be given to candidates who reside in Bentonville, AR area, but can reside anywhere in US.
• Benchmarks the organizations level of customer satisfaction in assigned region.
• This may include analysis and comparison of this organization's customer service function with those of recognized customer service leaders.
• This may also include establishing performance targets for customer satisfaction.
• Identifies and categorizes elements associated with the organizations level of customer satisfaction.
• Interacts with senior management to obtain feedback, recommend customer service initiatives and to implement agreeable actions.
• Develops business plans for the deployment of customer service initiatives to interface with sales and operations.
• Coordinates the activities of direct reports within region to enhance communication, eliminate redundant efforts and to view opportunities to consolidate customer service efforts.
• Implements and navigates Customer Responsiveness Improvements programs to achieve assigned objectives.
• Monitors customer satisfaction reviews.
• Develops corrective action plans as required to improve levels of customer satisfaction.
• Manages customer leads and opportunities using the Customer Relationship Management (CRM) system.
• Manages the performance of direct reports by defining accountabilities, establishing performance objectives, providing feedback and guidance, and ensuring that all policies are understood and adhered to.
• Total Rewards: We understand compensation is an important factor as you consider the next step in your career. The estimated salary range for this position is $100,000. to $135,000. and is based on multiple factors, including job-related knowledge/skills, experience, geographical location, as well as other factors. This position is eligible for annual bonus compensation with a target payout of 20% of the base salary.
• This position also provides health benefits such as medical, dental and vision; wellness benefits such as mental and financial health; and retirement savings (401K) commensurate with the standard rewards offered in each individual location or country. We also provide full-time employees with paid time off including vacation (15 days), holiday including floating holidays (12 days) and sick time off (72 hours).
• The application deadline for this position is 5/26/2025.

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QUALIFICATIONS

• University degree
• 8+ years of progressive customer service experience or a related field with a minimum of
• 5+ years management experience in an operational environment.
• Experience driving Operations goals to completion, including both global and regional.
• Demonstrate advanced understanding of how decisions impact business results, management concepts such as effectively building a diverse team, managing the performance of direct and indirect reports and planning and thinking strategically.
• Demonstrated ability to manage employees, including other department leaders: setting performance standards and goals for the CS operation, managing employee relations issues, identifying training needs and addressing those needs, planning and executing against required staffing levels, assisting in operational planning, recommending annual operating budgets, developing strategies to achieve goals, and maintaining budget performance.
• Experience working in a dynamic, ambiguous and fluctuating environment including frequent travel or travel with little notice; working at various non-typical times of the day to accommodate global schedule needs.
• Demonstrated understanding of UL customer and market needs.
• Demonstrated ability to manage diverse teams, preferable consisting of individuals located in more than one country.