Job Description

Manage the Customer Service Team to ensure superior customer support to the sales and marketing effort. Deliver an exceptional customer experiences and is responsible for developing strategies to improve service quality, enhance customer satisfaction, and improve the processes in place.

• Team Leadership : Manage and mentor the customer service team, fostering a positive and productive work environment.
• Customer Satisfaction : Develop and implement strategies to enhance customer satisfaction and retention.
• Issue Resolution : Handle escalated customer complaints and provide effective resolutions to ensure customer satisfaction.
• Performance Metrics : Monitor and analyze performance metrics, preparing reports for senior management on team performance and customer feedback.
• Process Improvement : Identify areas for improvement in service delivery processes and implement best practices.
• Automation : Identify and implement automated processes to simplify the order entry process
• Collaboration : Work closely with other departments to address customer needs and improve overall service delivery.
• Training & Development: Oversee training programs for new hires and ongoing development for existing staff to ensure a high level of service.

Qualifications

• Bachelor’s degree in Business Administration, Management, or a related field.
• Proven experience in customer service management or a similar role.
• Strong leadership and team management skills.
• Excellent communication and interpersonal abilities.
• Proficiency in customer service software (SAP) and Microsoft Office tools, especially Excel
• Ability to analyze data and develop actionable insights.
• Strong problem-solving skills and a customer-centric mindset.

Additional Information

** Competitive Benefits:** Health Insurance available day one, 401k with 5% company match, bonuses, year-end profit-sharing bonus, paid time off, and educational assistance.

** Meaningful Work:** Sika products enhance our surroundings and the work every employee completes helps positively impact daily lives by making our world stronger, more durable, and more reliable – every day.

** Company Culture:** **** Sika centers work culture around entrepreneurship where individuals have the power to make decisions, learn from mistakes, and define their career.

** Community Involvement:** __ Sika Corporation takes active roles in our community and aims to support volunteer work and charitable endeavors across the United States through rebuilding and giving back.

** Sustainability Initiatives:** Sika is committed to sustainable development, reducing environmental impacts, and assuming social responsibility. The company supports energy efficient projects and implements numerous measures aimed to boost economic, social, and ecological sustainability.

Sika Corporation is committed to a work environment that supports, inspires, and respects all individuals that apply. As an equal opportunity employer Sika will consider all qualified applicants without discrimination on the basis of race, color, religion, sex, pregnancy, sexual orientation, gender identity, age, disability, national or ethnic origin, or other protected characteristics.