Manager II, Customer Svc

Manages customer service team and oversees customer inquiries to ensure consistency with service and quality standards. Oversees processes, and ensures customer complaints are resolved.

Established in 1946, TDIndustries has developed into one of America's premier Mechanical Construction and Facility Services companies serving clients through the full life-cycle of a facility, to include engineering, construction, operations and maintenance. For 70 years, our employee-owned company has provided innovative services that optimize the performance of world-class mechanical and electrical systems that serve healthcare facilities, hotels, schools, sports arenas, mission critical facilities and industrial complexes and other essential institutions.

Our employees, whom we call "Partners" are the heart of our success and what sets us apart from our competitors. FORTUNE Magazine recognized TDIndustries as one of the "100 Best Places to Work", "Top 50 Training Organizations" and "Top 30 Companies to Retire From" due to our solid commitment to the personal and professional development of each employee.

Manages a customer service team and the life cycle of work orders, invoices, credits, project billings and correspondence. Ensures all weekly, monthly and annual customer service and accounting processes are followed according to company procedures/deadlines with accurate and timely results. Anticipates and plans for the customer's administrative needs and requests, delivering first-rate service to meet or exceed their expectations, both immediate and long-term (ex: Billing, AP, Service Agreement Administration).
• Provides leadership, shares technical expertise and experiences to grow employee careers. Conducts timely, complete and meaningful performance management conversations. Coordinate all HR related issues.
• Provides internal support as often as needed. Develops and maintains partnership with customers, outside sales account managers and service managers.
• Leads and monitors the cost and inventory impact of work processed. Analyzes and troubleshoots gross margin, inventory and all other necessary reports, working with business segment leaders to understand and apply metrics accordingly.
• Generates monthly reports on the status of our service agreement business (bookings, renewals, cancellations, retention rate, base size, by trade, by account manager, etc.).
• Reviews special billings as needed (i.e. multiple service agreements on one invoice, credits, progress billings). Works with accounts receivable, service managers and account managers on any accounts that are not meeting the required past due collection goals. Attends service managers' and accounts recievable meetings to provide input based on trends and opportunities for improvement as needed. Ensures that accounts receivable collection goals for the specific business segment are met.
• Maintains a clear understanding of all service operations support roles. Collaborates and serves all truck based service business units, supporting as subject matter expert on our business application software and collective service processes. Develops and maintains partnership with Customers, Outside Sales Account Managers and Service Managers.

Bachelor's Degree in Business Administration or related field is preferred.

6+ years of experience.

Excellent knowledge of management methods and techniques.

Working knowledge of customer service software, databases and tools.

Awareness of industry's latest technology trends and applications.

Ability to think strategically and to lead.

Strong client-facing and communication skills.

Advanced troubleshooting and multi-tasking skills.

Customer service orientation.