Rheem Manufacturing · 2 weeks ago
Customer Service Liaison
Randleman, NC
Full-time
Onsite
Senior Level
5+ years expRheem Manufacturing is a leader in engineering products for life, focusing on sustainability and innovation. The Customer Service Liaison will act as the central connection between customer experience, operations, and IT workflows, ensuring timely resolution of customer escalations and identifying process improvements to enhance customer satisfaction.
Heating Ventilation and Air Conditioning (HVAC)Industrial ManufacturingManufacturingOil and Gas
Responsibilities
Accountable for identifying process improvements internally within Rheem Parts Division to support meeting/exceeding KPIs related to service levels, and customer satisfaction
Build strong, collaborative relationships with Rheem’s Call Center leadership and cross-functional stakeholders to ensure seamless support for parts customers across multiple lines of business
Conduct training on parts self-service tools and websites with internal or external parties as needed
Define and maintain Parts policies as needed to enable robust customer support practices
Analyze daily order reports to determine problematic orders, identify areas of attention at customer or product level, and plan of action for recovery together with Purchasing and Operations teams as necessary
Conduct daily/weekly post-mortem, together with Operations and IT Stakeholders on root causes for why an order did not ship, facilitate action planning and recovery plans
Monitor and respond to customer service/experience inquiries for product or order status in multiple Teams channels
Will be owner for internal order escalations from our sales team, internal Customer experience teams or Executive leadership
Recommend, develop, and manage action plans to improve overall service and quality metrics
Maintain the highest levels of customer service standards and represent the overall best interests of Rheem Parts Division
Manage all customer service or customer experience projects and act as point of contact for various internal business owners
Partner with IT and Marketing to enhance online self-service resources for customers and our internal teams
Develop standardized response playbook on best practices in customer engagement and escalation handling
Performs other duties as assigned
Qualification
Required
Bachelor's Degree and/or equivalent combination of education and experience required
5+ years of Contact Center experience or similar work experience that demonstrates Customer Service skills and aptitude
Strong analytical skills with excellent computer skills
Excellent interpersonal, verbal and written communication skills
Solid time-management and organizational skills and ability to handle multiple tasks simultaneously is required
Must be computer literate with extensive working knowledge of Excel spreadsheets, Oracle ERP, and CRM Dynamics (other CRM experience acceptable)
Ability to interact with all levels of management, including executive leadership team
Demonstrated ability to work independently
Ability to travel as needed, 10-20% maximum
Demonstrated ability to manage projects from idea generation, planning and execution
Preferred
Understanding of call center best practices, inbound program management, and CRM applications is preferred
Proficient in Oracle ERP
Working experience in Korber / High Jump Warehouse Management System
Experience in working with Microsoft Dynamics CRM
Company
Rheem Manufacturing
Rheem Manufacturingis a manufacturer of heating, cooling, water heating, pool and spa heating, and commercial refrigeration systems.
10001+ employees
Funding
Current Stage
Late StageLeadership Team
Chris Peel
President and CEO
A
Alan Machuga
Executive Vice President Technology, CTO
Recent News
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