Customer Service Manager

Working at Freudenberg: "We will wow your world!" This is our promise. As a global technology group, we not only make the world cleaner, healthier and more comfortable, but also offer our 52,000 employees a networked and diverse environment where everyone can thrive individually. Be surprised and experience your own wow moments.

Protecting people and the environment, and optimizing industrial processes - that is what drives us at Freudenberg Filtration Technologies. We serve our automotive, consumer goods and industrial customers with technically leading products, system solutions, services and consulting in air and liquid filtration. As part of the Freudenberg Group, strong corporate values guide us in our aspiration for innovation, efficiency and highest customer focus. With a dedicated team of around 3,500 colleagues, we generate an annual turnover of about 670 million euros

Some of your Benefits

Health Insurance

Health Insurance: Rely on comprehensive services whenever you need it

401K Match

401K Match: Save for retirement with the company's help

Paid Holidays

Paid Holidays: With paid-time off, local holidays are all the way more relaxing

Vacation

Vacation: We offer time off to refresh and recharge

Flexible Work Models

Flexible Work Models: We allow for flexible work models to ensure both professional and personal success Durham, NC Hybrid Work Filters Now LLC You support our team as

Customer Service Manager

Responsibilities

• Recruit and onboard entry-level customer service staff.
• Train new employees on company policies, procedures, and best practices.
• Schedule and manage staff workloads to optimize performance.
• Conduct timely and constructive performance evaluations.
• Address disciplinary actions and terminations in accordance with company policies.
• Lead a team of customer service representatives, ensuring adherence to quality service standards.
• Monitor and review customer interactions to maintain service excellence.
• Keep the team updated on changes to products and services.
• Collect and analyze data on customer complaints and inquiries.
• Prepare monthly performance reports for the customer service team.
• Develop knowledge-based documents, including FAQs and service summaries.
• Identify and recommend improvements to customer service processes to leadership.
• Assist in budget preparation for the Customer Service department.
• Perform other related duties as assigned.

Qualifications

• Strong management and supervisory capabilities.
• Excellent verbal and written communication skills.
• Comprehensive understanding of customer service principles and practices.
• Highly organized with attention to detail.
• Ability to effectively resolve customer issues while maintaining professionalism.
• Strong coaching and mentoring skills for team development.
• Proficiency in Microsoft Office Suite or similar software.
• Education and Experience:
• Bachelor’s degree preferred.
• Minimum of three years of customer service experience required.
• Previous supervisory experience preferred.

The Freudenberg Group is an equal opportunity employer that is committed to diversity and inclusion. Employment opportunities are available to all applicants and associates without regard to race, color, religion, creed, gender (including pregnancy, childbirth, breastfeeding, or related medical conditions), gender identity or expression, national origin, ancestry, age, mental or physical disability, genetic information, marital status, familial status, sexual orientation, protected military or veteran status, or any other characteristic protected by applicable law

Additional Information

Loanmi Restituyo
9786978845
[email protected]