Manager, Customer Service (Murrysville, PA)As a Customer Service Manager, you will be responsible for overseeing the day-to-day operations of the order management team for the North American Region (NAR) for the Sleep and Respiratory Care (S&RC) division of Philips.Your role:
The manager hires, trains, and develops the order management team to ensure they are delivering excellent customer satisfaction.
The manager is responsible for setting guidelines and confirming that the team follows all quality procedures and policies.
KPIs: Tracks and maintains service levels and sets clear objectives; Problem Resolution: Handles complex and escalated customer related issues; Scheduling: Shifts resources between customer service functions and manages a time tracking system for associates. Process Improvement: Investigates process inefficiencies and implements improvements.
The manager works closely with other departments such as sales, marketing, supply chain, and distribution to ensure the team is aligned with overall company goals.
The manager must take accountability to execute personal development plans to grow within his/her current role and to prepare for future roles. The manager must also assist with associate’s development using Philips’ tools and address associate’s behavior with corrective actions, if necessary.
You're the right fit if:
You’ve acquired 5+ years of experience in a customer service environment, and preferably experience in a leadership role.
Your skills include strong leadership, communication, and problem-solving skills, as well as the ability to adapt to changing customer needs and business environments.
You have an associate’s degree in a business discipline or equivalent work experience. Bachelor’s degree is preferred.
You must be able to successfully perform the following minimum Physical, Cognitive and Environmental job requirements with or without accommodation for this position.
You’re proficient with Microsoft Office programs and have industry knowledge. SAP experience is strongly desired.
How we work togetherWe believe that we are better together than apart. For our office-based teams, this means working in-person at least 3 days per week. Onsite roles require full-time presence in the company’s facilities. Field roles are most effectively done outside of the company’s main facilities, generally at the customers’ or suppliers’ locations.This is an office role.About PhilipsWe are a health technology company. We built our entire company around the belief that every human matters, and we won't stop until everybody everywhere has access to the quality healthcare that we all deserve. Do the work of your life to help improve the lives of others.
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Philips Transparency DetailsThe pay range for this position in Murrysville, PA is $80,000 to $138,000The actual base pay offered may vary within the posted ranges depending on multiple factors including job-related knowledge/skills, experience, business needs, geographical location, and internal equity. In addition, other compensation, such as an annual incentive bonus, sales commission or long-term incentives may be offered. Employees are eligible to participate in our comprehensive Philips Total Rewards benefits program, which includes a generous PTO, 401k (up to 7% match), HSA (with company contribution), stock purchase plan, education reimbursement and much more. Details about our benefits can be found here.At Philips, it is not typical for an individual to be hired at or near the top end of the range for their role and compensation decisions are dependent upon the facts and circumstances of each case.Additional InformationUS work authorization is a precondition of employment. The company will not consider candidates who require sponsorship for a work-authorized visa, now or in the future.Company relocation benefits will not be provided for this position. For this position, you must reside in or within commuting distance to Murrysville, PA .LI-OfficeIt is the policy of Philips to provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to race, color, ethnicity, religion, gender, pregnancy/childbirth, age, national origin, sexual orientation, gender identity or expression, disability or perceived disability, genetic information, citizenship, veteran or military status or a person’s relationship or association with a protected veteran, including spouses and other family members, marital or domestic partner status, or any other category protected by federal, state and/or local laws.As an equal opportunity employer, Philips is committed to a diverse workforce. In order to ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veterans' Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants that require accommodation in the job application process may contact 888-367-7223, option 5, for assistance.Equal Employment and Opportunity Employer/Disabled/Veteran
