Solve IMG
Customer Solutions Manager
Reporting to the VP of Sales (OEM), the Customer Solutions Manager is responsible for supporting Solve's customers by offering thoughtful and knowledgeable solutions to satisfy their inquiries and troubleshoot any product issues. In this "Player-Coach" role, under the guidance of the VP of Sales (OEM), the Customer Solutions Manager will assist with the supervision, training, and development of other Customer Solutions Specialists. The Customer Solutions Manager will thrive in this role by exercising their expert-level product knowledge and best-in-class customer service skills to consult with our customers and identify the most optimal product recommendations to satisfy their business needs. Working in tandem with the OEM Sales Team, they will serve as the internal support to ensure the sales life cycle for our customers is seamless. Responsibilities: Provide best-in-class service by listening attentively to customer's needs, and effectively communicate the best applicable solution via phone or email Create OEM Customer Solutions SOP's, while working in sync with Customer Solutions Specialists to provide training, guidance, and resources for all Solve processes, and procedures to operate as a high-performing team Communicate any process improvement, or process implementation recommendations to the VP of Sales (OEM) for heightened efficiency, accuracy, and customer service opportunities for the team Efficiently respond to customer inquiries regarding: price quotes, related shipping charges and delivery dates, order adjustments, returns, credits or shipment tracking Partner closely with the OEM Sales Team to gain pertinent customer information to be the most qualified resource for any sales support related needs Communicate and collaborate with other internal departments to collectively identify the best solutions for our customers Create processes for newly identified vertical markets Establish customer relationships with a consultative approach and utilize technical product knowledge to assist in providing them direction with their product selection, as well as advising them on future forecasting of products Train and utilize Customer Solutions Specialist's resources to set up client accounts in our CRM, and maintain and update all necessary client information Qualifications: High School Diploma, or equivalent 2+ years of customer service experience 3+ years of leadership or management experience Intermediate experience using Microsoft Office Suite Preferred Qualifications: 1+ Year of technical training or equivalent industry experience Previous customer service experience Our Employee Value Proposition: Market competitive benefits package, including company-sponsored health coverage, life insurance, 401(k) plan with company match, paid parental leave and paid time off Work in a collaborative environment with passionate and innovative teammates Solve is proud to be an Equal Opportunity Employer and prohibits discrimination or harassment of any kind. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, pregnancy, national origin, ancestry, citizenship status, age, marital or partnership status, sexual orientation, gender identity or expression, disability, genetic predisposition, veteran or military status, status as a victim of domestic violence, a sex offence or stalking, or any other class or status in accordance with applicable federal, state, and local laws.
Reporting to the VP of Sales (OEM), the Customer Solutions Manager is responsible for supporting Solve's customers by offering thoughtful and knowledgeable solutions to satisfy their inquiries and troubleshoot any product issues. In this "Player-Coach" role, under the guidance of the VP of Sales (OEM), the Customer Solutions Manager will assist with the supervision, training, and development of other Customer Solutions Specialists. The Customer Solutions Manager will thrive in this role by exercising their expert-level product knowledge and best-in-class customer service skills to consult with our customers and identify the most optimal product recommendations to satisfy their business needs. Working in tandem with the OEM Sales Team, they will serve as the internal support to ensure the sales life cycle for our customers is seamless. Responsibilities: Provide best-in-class service by listening attentively to customer's needs, and effectively communicate the best applicable solution via phone or email Create OEM Customer Solutions SOP's, while working in sync with Customer Solutions Specialists to provide training, guidance, and resources for all Solve processes, and procedures to operate as a high-performing team Communicate any process improvement, or process implementation recommendations to the VP of Sales (OEM) for heightened efficiency, accuracy, and customer service opportunities for the team Efficiently respond to customer inquiries regarding: price quotes, related shipping charges and delivery dates, order adjustments, returns, credits or shipment tracking Partner closely with the OEM Sales Team to gain pertinent customer information to be the most qualified resource for any sales support related needs Communicate and collaborate with other internal departments to collectively identify the best solutions for our customers Create processes for newly identified vertical markets Establish customer relationships with a consultative approach and utilize technical product knowledge to assist in providing them direction with their product selection, as well as advising them on future forecasting of products Train and utilize Customer Solutions Specialist's resources to set up client accounts in our CRM, and maintain and update all necessary client information Qualifications: High School Diploma, or equivalent 2+ years of customer service experience 3+ years of leadership or management experience Intermediate experience using Microsoft Office Suite Preferred Qualifications: 1+ Year of technical training or equivalent industry experience Previous customer service experience Our Employee Value Proposition: Market competitive benefits package, including company-sponsored health coverage, life insurance, 401(k) plan with company match, paid parental leave and paid time off Work in a collaborative environment with passionate and innovative teammates Solve is proud to be an Equal Opportunity Employer and prohibits discrimination or harassment of any kind. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, pregnancy, national origin, ancestry, citizenship status, age, marital or partnership status, sexual orientation, gender identity or expression, disability, genetic predisposition, veteran or military status, status as a victim of domestic violence, a sex offence or stalking, or any other class or status in accordance with applicable federal, state, and local laws.