Manager - Customer Service/Warranty Service/Repair Service
Greater Seattle Area
- Managed day-to-day operations of customer-facing teams to meet the needs of over 18,000 warranty/repair claims and 50,000 customer queries annually- Addressed escalated customer issues and resolved conflicts in a diplomatic and professional manner- Worked closely with QA and Safety teams to ensure compliance and alignment with company business goals and objectives- Analyzed inventory requirements to ensure purchase orders are placed in a timely manner for parts, tools and supplies; worked closely with supply chain team for timely delivery- Worked with product managers and designers to conceptualize, test and initiate product design modifications to mitigate warranty repair claims- Communicated company business goals, objectives, and expectations to teams and drove to deliver results- Determined and measured expectations of staff; mentored, coached, trained and developed leadership skills and technical competencies- Analyzed performance metrics and identified improvements; developed, designed, and implemented processes and systems changes to increase team efficiency, product improvement and service levels - Created, administered and delivered annual employee performance reviews- Managed yearly operating budget to include staffing, bonuses and promotions
