Customer Service Manager

Job Title: Customer Service Manager, RAC Americas

Location:

RAC Americas Facility, Norfolk

Reports to:

RAC BP & Supply Chain VP

Role Summary:

Lead customer service operations for RAC Americas, ensuring exceptional client experiences, driving satisfaction, and fostering organic growth. Act as a key liaison between Sales, Logistics, Operations, and Commercial Excellence to resolve issues and enhance service delivery.

Key Responsibilities:

- Manage and develop customer service teams to boost satisfaction.

- Develop and implement service procedures, policies, and standards.

- Analyze data and compile reports to identify improvement areas.

- Own and resolve customer issues promptly.

- Recruit, mentor, and empower customer service representatives.

- Stay updated on industry trends, leveraging digitalization for improvements.

- Manage budgets and contribute to performance improvement projects.

- Ensure effective team collaboration, career development, and business continuity.

- Act as the Voice of the Customer, coordinating with production and sales teams.

- Serve as the contact for Global Key Account Managers and Sales Directors.

- Maintain accurate Customer and Pricing Master Data per company policy.

- Implement a 3-year service roadmap aligned with industry trends.

- Champion Customer Experience for RAC Supply Chain in Americas.

Accountability:

- Meet service level KPIs (Order Processing, Invoice Processing, Order Confirmation, and Response Times).

- Achieve Customer Satisfaction Score (CSAT) targets.

- Adhere to customer service budget and drive savings initiatives.

Skills & Experience:

- Bachelor’s or Master’s degree.

- 5+ years in customer service management, ideally with large, international teams.

- Strong leadership, transversal management, and strategic thinking skills.

- Excellent analytical, problem-solving, and multitasking abilities.

- Client-focused with outstanding communication and interpersonal skills.

- Proficient in ERP systems and customer service IT tools.

- Knowledge of industry trends and digitalization in customer service.

- Fluent in English.