Manager, Central Services

Job Summary:

Responsibilities: 

• Develop, influence, and facilitate cross functional buy-in of all customer service processes and procedures.
• Build and lead a team of warranty analysts as required for data capture, invoice processing, RMA processing, bulletin tracking, and reporting.
• Lead and direct ABS’s responsibility toward reporting to the National Traffic Safety Administration (NHTSA). 
• Create and distribute supporting customer information, including but not limited to, customer notification letters and the mailing hierarchy / process for distribution.
• Facilitate Gatekeeper role for the development and implementation of all departmental tools and processes.
• Manage and oversee customer internal Return Material Authorization (RMA) process, in support of developmental requirements.
• Lead and direct the process for placement of invoice(s) on “hold” or off “hold” (payment release) in conjunction with accountings best practices. When invoice(s) submitted don’t comply with our RMA or registration process.
• Create training manuals and document business requirements for project and process/ improvement/ automation efforts. 
• Build a project road map to enhance and implement Salesforce.com to capture all relevant service requirements and informational searches.
• Lead organizations vendor recovery initiatives, creating a repository of information in concert with purchasing to drive our contacts and processes for recovery.
• Developing and updating customer service policies and procedures to align with changing customer expectations and business objectives.
• Work with cross-functional teams including, but not limited to IT, Commercial, Quality, Engineering, Operations, Supply Chain to provide support for the business’ efforts to ensure completion of internal RMA process. 
• Act as the department Steering Team Member, supporting the organization’s improvement of its ERP / MRP tool and verifying its linkages with our case management and ordering processes.
• Work closely with our finance team to ensure data categorization and migration to the warranty accounts as intended for accruals and reporting.
• Generating reports and presenting data to senior management to provide insights into customer service performance and trends.
• Work closely with our finance team for all charges, credits, and vendor recovery.
• Process owner for ABS’s customer registration process and data recording.
• Assist Engineering’s compliance group with the administration/ tracking of any campaign/recall information including but not limited to, completion tracking and labor times.
• Create and distribute supporting customer information, including but not limited to, customer notification letters and the mailing hierarchy / process for distribution.
• Adhere to all company policies, processes, and procedures.
• Performs other duties as requested, directed, or assigned. 
• Predictable and reliable attendance.

Position Qualifications:

• Bachelor’s degree in Business Administration, Management or related field.  
• Minimum of five (5) years of automotive and/or manufacturing customer service-related experience.
• Minimum three (3) years of demonstrated project management experience.
• Experience in a supervisory or leadership role within customer service preferred. 
• Effective decision making and problem-solving skills. 
• Strong understanding of customer service principles and best practices.
• Excellent interpersonal and communication skills, both written and verbal.
• Ability to handle difficult customer interactions and resolve issues effectively.
• Superior skills with customer service software, databases, and tools.
• Proficient knowledge of Microsoft Office Applications.
• A deep commitment to delivering excellent customer experiences and ensuring customer satisfaction.
• Ability to gather customer feedback and use it to improve service quality. 
• Highly organized and detail oriented. 
• Flexibility to adapt to changing customer needs and business demands.
• Willingness to work in a fast-paced environment.
• Effective communication with both customers and internal teams, including senior management.
• Assertive, and not afraid to share their opinion. 

Key Competencies:

• Focuses on Quality: Drives work results with a quality focus on actions and results.
• Decision Making & Analysis: Makes sound decisions based upon a mixture of data-driven analysis, expertise, experience, and judgment; collects relevant information, seeking input from others, and identifies connections and/or root causes of problems.
• Continual Improvement: Displays a consistent orientation toward producing the highest quality products or services, while keeping a focus on sustainability. Constantly looking for incremental improvements in work processes and results.
• Takes Initiative: Exhibits strong drive for results and success; conveys a sense of urgency and drives issues to closure; persists despite obstacles and opposition.
• Working Safely: Demonstrates safe behaviors. Aware of potential risks and threats in the workplace.
• Delivers Results: Achievement-oriented, feeling a sense of urgency to reach goals on time, if not before.
• Teamwork: Works cooperatively with others to accomplish team goals and organizational objectives.
• Communications: Exchanges thoughts, feelings, and information effectively.

Physical Requirements / Working Conditions:

• Prolonged periods sitting at a desk and working on a computer.
• Constantly operates a computer and other office equipment. 
• Ability to adjust focus, especially due to concentration on a computer screen. 
• May need to lift and carry up to 30 pounds and/or position the body to reach items on the floor/below knee level or reach overhead. 
• The person in this position needs to occasionally move about in industrial environments, and on uneven terrain. 
• The noise level in the work environment can be moderately loud.
• Must be able to manipulate equipment for calibration and modification.
• Prolonged periods of operating equipment.

Why Join Us

Benefits Overview

• Paid time off includes 4 weeks, 15 holidays, and parental leave.
• 100% company-paid medical, dental, vision, short-term disability, long-term disability life insurance.
• Flexible Spending Account (FSA) and Health Savings Account (HSA) offerings.
• Company provided 401K savings plan with matching contributions to help you save for retirement.
• Voluntary benefits offerings.
• Tuition assistance.
• Employee Referral program.
• Employee development and career growth opportunities.

About Us

The Location - Lake Orion 

AMERICAN BATTERY SOLUTIONS IS AN EQUAL OPPORTUNITY EMPLOYER.