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Sr. Manager Customer Service

Tennant Company is a recognized leader of the cleaning industry. Since 1870 we have been passionate about developing innovative and sustainable solutions that help our customers clean more spaces more effectively, addressing indoor and outdoor cleaning challenges. Our products include equipment for maintaining surfaces in industrial, commercial and outdoor environments; detergent-free and other sustainable cleaning technologies; cleaning tools and supplies; and coatings for protecting, repairing and upgrading surfaces. With more than $1B in revenue, Tennant Company operates in three geographic business units including the Americas, Europe, Middle East and Africa and Asia Pacific. Join the company committed to empowering our customers to create a cleaner, safer and healthier world with high-performance cleaning solutions that minimize waste, reduce costs, improve safety and further sustainability goals.

 

Tennant is currently hiring for a Senior Manager – Customer Service. This role is responsible for the overall strategic direction, management and process execution of Customer Service and ensuring there is collaboration across the entire business. The individual hired will lead a team with a mission to transform our customer experience by driving strategically-aligned and holistic solution. Whiling working in collaboration with Field Operations, Sales, Strategic Accounts, Field Service, Distribution, and Marketing leadership, will support planning and execution of strategic planning process, and ensure Customer Service priorities are aligned and prioritized.

 

GENERAL RESPONSIBILITIES: 

  • Interfaces regularly with leadership to provide strategic and tactical advice on Customer Service project prioritization and execution
  • Partner across the organization on Customer Service initiatives that will drive efficiency and effectiveness
  • Drive insights through analytics to support customer service efficiency and effectiveness
  • Support an unparalleled customer experience through process optimization driving efficiency and effectiveness
  • Plan and Manage department expenses
  • Ensure the highest level of customer satisfaction through Customer Service Operations
  • Identify, attract, develop and retain a world-class team
  • Lead the development of metrics, standards, and processes based on best practices or benchmarks of excellence
  • Develops and maintains relationships with peer groups within the field
  • Allocates resources to support competitive strategies and produce high returns
  • Maintain a broad overview of the competitive landscape and develops strategies to differentiate ourselves from our competitors
     

REQUIRED EXPERIENCE & EDUCATION:

  • Experienced in driving initiatives and programs designed to increase levels of customer satisfaction, service excellence, and optimizing business processes and operations.
  • A passion for delivering results together with people, and a natural talent for building trust and earning respect both internally and externally.  He/she will lead by example, demonstrating the highest ethical standards and personal integrity.
  • Keen business judgment combined with the ability to provide fresh, proactive insight.  Must be capable of identifying, articulating, and developing new opportunities within the boundaries of prudent risk.
  • The proven ability to lead change.
  • Experience in building a team and identifying and developing top talent.  Knows how to develop a culture of hard work, engagement and success.  Must be a team builder and one who can bring people together.
  • The interpersonal skills and organizational savvy to work in the existing company culture to ensure success.
  • The proven leadership trait of making reasoned decisions in a rapidly changing business environment. The flexibility and problem-solving capability to address and resolve issues that face a business.
  • Bachelor's degree
  • 8 years of overall business experience, to include:
  • Minimum of five years of experience in a management role with direct and indirect reports
  • Demonstrated experience developing customer attraction and/or customer retention strategies
  • Track record of success with both team performance and team leadership

 

Let us introduce you to Tennant Company. We are everywhere. In your sports clubs, shopping malls, office buildings, parking lots. We make things that make things look like new. We bring new cleaning ideas to market. There is new dirt every day and our machines clean it up. With manufacturing operations and sales, service and support functions across globe, your journey at Tennant can take you places you never expected. If you want to get your hands dirty on a project, step up with your own ideas, or maybe even explore talents you never knew you had, Tennant Company is a place where that can happen. Because at Tennant, we like to think like new. Begin your journey with us. Let's reinvent how the world cleans.

 

Equal Opportunity Employer

Tennant Company is an equal opportunity employer. Employment decisions are made on the basis of individual skill, ability, reliability, productivity, and other factors important to performance. We do not discriminate on the basis of race, color, creed, religion, sex, national origin, physical or mental disability, age, veteran status, pregnancy, sexual orientation, genetic information, gender identity, or any other basis protected by state or federal law or local ordinance.

 

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