Customer Service Manager

Atlanta, GA, United States

Customer Service Manager Full Time NEW **POSITION SUMMARY**

As a Service Manager you will lead service communications with customers within US region. You will have frequent contact, attend to operational calls, and manage client escalations. In addition to managing operational support, you will organize meetings and pro-actively communication with the client base to ensure their support needs are being met.

Additional responsibilities associated with Service Manager role:

* Prepare the required periodical overviews/KPIs (few examples below):

+ Total managed issues

+ Issues out of SLA

+ Number of escalations

+ Customer Satisfaction rate for your allocated region

+ Act as Problem Manager and work closely with Problem Analyst

* Make sure the customers from your region use properly ORTEC Customer Portal

* Will be responsible for daily scan emails, incidents, conversation from your region and take pro-active measures

* Bring the time to solve tickets at a lower rate and minimize the number of incoming tickets

* Always keep focus on the SLA

* Must attend to all priority calls and participate to escalations from your region

* Must be actively involved in transfers of assigned region.

* Accountable for taking the transfer decision

* Act as back-up for other colleagues

* Always know the status of allocated customers

* Report escalations or important situations to manager and if needed to further escalate

* Be aware of all the change requests deployed at customers (have a close relation with Project Manager and Account Manager)

**About the profile:**

ORTEC employees have a Bachelors or Masters degree and a strong drive to identify and solve complex problems. The atmosphere is open and informal driven to promote collaboration throughout the organizational structure. This provides significant opportunities for ownership and responsibility.

**Professional skillset:**

* University degree in relevant field (preferably IT related)

* Experience of acting as the Single Point of Contact and escalation point for external contacts

* Strong planning and organizational skills

* PMP certification preferred

* Excellent verbal and written communication skills

* Experience of working with support management systems

* Able to build productive relationships and communicate regularly with many customers

* Committed to meeting objectives, results driven

* Willing to improve the work environment

* Strong problem-solving judgement

* Experience with SaaS/Cloud

* Very support oriented and strong sense for customer satisfaction

* Able to work under pressure of deadlines and within customer SLA standards

**Interpersonal skillset:**

* Strong communication skills

* Positive and proactive attitude

* Collaborative working style

* Analytical mindset

* Able to build lasting customer relationship

* Willingness to learn and contribute immediately

* High quality of work

* Works well in an international team

* Willing to work irregular hours when needed

**Physical Demands**

* While performing the duties of this job, the employee is regularly required to talk and hear. The employee is frequently required to sit, stand, walk, use hands and fingers to handle or feel, and reach with hands and arms.

* Specific vision abilities required by this job include close vision, distance vision, and color vision.

**Work Environment**

* **The noise level in the work environment is usually moderate.**

* The office has an open concept.

**ABOUT ORTEC**

ORTEC is the worlds largest supplier of optimization software, advanced analytics, and consulting services. For nearly 40 years, we have helped more than 1,200 leading companies optimize supply chains through fleet routing and dispatch, vehicle and pallet loading, workforce scheduling, delivery forecasting, and network planning. We make our customers businesses more efficient, more predictable, and more effective by turning complex challenges into easy-to-use solutions.

ORTEC was named a Top Workplace in 2020 and 2021 by The Atlanta Journal-Constitution in Atlanta and one of the Best and Brightest Company to Work for in the Texas area. This honor was achieved because we support our employees in finding their strengths, and at the end of the day, we believe that our success is driven by you.

**OUR TEAM & CULTURE**

ORTEC has roughly 1,000 employees and offices in 13 countries around the globe. Our main office in North America is headquartered in Atlanta, with a second office in Houston and potentially other locations expected to open in the near future. From the US we support Fortune 100 companies throughout the United States, Canada, and Mexico. We also work with our international customers by regularly supporting our European offices.

Our employees are recognized as the driving force behind our success. They usually have a masters or bachelors degree, a strongly developed talent for analytical thinking, and a drive to identify and solve complex problems. The company atmosphere is open and informal, driven to promote collaboration, and provide significant ownership and responsibility throughout your career.

We offer a pleasant and challenging work environment where employees are encouraged to drive their personal development. We believe it is important our employees get the opportunity to bring out the best in themselves while maintaining a good work-life balance. Our growth can only be achieved through happy employees.

As an ORTEC employee, you can make a difference. You get a chance to optimize the business processes of our customers, some of which are the largest companies in the world. You will work in an international environment with inspiring, smart, and enthusiastic colleagues. There are ample opportunities for personal development and to grow in a direction that fits your ambitions.

**WHAT TO EXPECT**

ORTEC will help you thrive in your field of expertise. We offer development programs and flexibility in projects to tailor to your individual needs and function requirements. We provide challenging, practical hands-on experience. Our company operates on a flat organizational structure that keeps communication lines short. The atmosphere is open, informal, cooperative, and positive. We employ over 1,000 people in the Netherlands (HQ), Belgium, Germany, France, the U.K., Romania, Italy, the U.S., Australia, Brazil, Poland, Denmark, and Singapore.

Visit our website to learn more about our solutions and clients experiences.

**Benefits and Perks:**

Beyond a stellar work environment, friendly people and inspiring work, we have some great benefits and perks:

* Medical, dental and vision coverage for you and your family, along with other benefit plans

* 401(k) match

* 17 days Paid Time Off, 10 days of sick leave plus every month half day off on Friday

* Flexible work schedule

* Teambuilding events

* Volunteering Events

* Regular social events such as office lunches every month(before pandemic-now it is mostly virtual)

* Free onsite fitness center

* Free healthy snacks and beverages at the office

* Due to pandemic, our current policy allows employees to work from home if preferred #pdnremote

**Growth opportunity**

We offer a tailor-made growth path for the right candidates. Your development will be monitored and reviewed multiple times a year, so you can grow into a position that matches your ambition. Due to our current growth potential and impressive track record, there are many opportunities available.

ORTEC International USA provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

*H-1B sponsorship is not available for this position.

Visit our website ortec.com to learn more about our s

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