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J. J. Keller & Associates, Inc. · 16 hours ago

Customer Service Manager (Managed Services)

Appleton-Oshkosh Area

Full-time

Onsite

Mid, Senior Level

3+ years exp

J. J. Keller & Associates, Inc. is seeking a Customer Service Manager in Managed Services to oversee client service teams and ensure customer satisfaction while maintaining profitability. This strategic role involves managing client relationships, developing team capabilities, and participating in business planning to enhance service delivery.

Management Consulting

Responsibilities

Leads, develops and coaches team:

Provides clear expectations, feedback and recognition

Participates in the hiring/selection process

Writes and conducts performance evaluations and progress reports

Handles associate relations issues

Delivers results in line with the following key metrics/accountabilities:

Revenue and gross margin objectives

Client loyalty and retention objectives

Service line Service Level Agreements (SLA's) and productivity metrics

Associate development and retention

Maintains superior client relationships by:

Focusing on client compliance

Participating in client status calls

Identifying, addressing, resolving and communicating issues in a timely manner

Actively participating in annual client business reviews

Actively participates in business planning, new service development, partnership development and other tactical processes and procedures to identify service enhancements

Assists business line consultants and sales in closing complex Managed Services business, including identifying needs around service deviations required to secure business

Facilitates business process improvement initiatives for the department and the company, along with building recognizable sustained improvements for the client on services that are provided

Acquires and maintains expertise with state and federal DOT transportation regulations and vehicle legalization requirements. Monitors and assesses regulatory changes, communicates regulatory information to staff and clients, and assists in modifying services to accommodate regulatory changes

Maintains an environment that is focused on providing high quality services and outstanding client service. Facilitates proactive account management principles, inter-service communication and business unit integration

Manages expenses in line with departmental budgets and corporate business conditions

Maintains confidentiality of client information under the FCRA, HIPAA, and other regulatory entities

Adheres to the department's data security policies pertaining to FCRA, ISO 27001, and the protection of PII (Personally Identifiable Information)

Carries out responsibilities in a fair, ethical and non-discriminatory manner and ensure that staff follows these same guidelines

Enforces and supports all company policies and procedures. Fully support the company's commitment to safety and the environment and strives to maintain a clean, healthy and safe workplace

Qualification

Client-facing leadershipProcess improvementTransportation regulationsAnalytical thinkingProject managementCommunication skillsOrganizational skillsRelationship building