Customer Care Manager

3 months ago

Langley, Canada Thomson Power Systems Full time

**THE OPPORTUNITY**

For over 50 years, Thomson Power systems (a RegalRexnord company) has been a leading manufacturer of electrical products and systems for use in the Power Generation Industry. We are currently looking for a highly motivated Customer Care Manager who will transform our customer service team to provide a world class customer experience.

**YOUR MISSION**

**Position Summary**:
Reporting to the Automatic Transfer Switch (ATS) Business Leader, this associate will lead the Customer Care team and serve as a key member of the ATS division. This is a great opportunity for someone who is excited and energized by creating a strong efficient customer support structure within a rapidly growing organization. This is an incredible opportunity to join the Thomson Power Systems team at a very exciting moment in its journey towards achieving its full potential.

**Major Responsibilities**:

- Champions Regal Rexnord values; integrity, responsibility, diversity & inclusion, customer success, innovation with purpose, continuous improvement, performance and a passion to win, all with a sense of urgency.
- Mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment.
- Establish customer satisfaction goals/KPIs and coordinate with the team to meet them on a steady basis.
- Develop effective customer service procedures, policies, and standards to drive efficiency.
- Deploy new policies and procedures as part of the Salesforce implementation.
- Launch a customer service case-driven hotline for the ATS business.
- Support the business’s Policy Deployment and 80/20 initiatives.
- Supervising day-to-day operations in the customer service department.
- Anticipate and resolve customer service issues.
- Maintain a professional workspace and workflow.
- Conduct in accordance with Regal vision, mission, values, initiatives, and company policies.

**ARE YOU THE ONE?**

**Required Education, Experience and Skills**:

- 5+ years of working experience as a Customer Service Manager in a high paced company.
- Enjoys working with a technical product servicing multiple industry.
- Exceptional track record of leading their team to exceed their annual objectives and goals.
- Known for developing and implementing process improvements.
- Proven ability to mentor and develop customer service agents.
- Excellent written and verbal communication skills.
- Recognized by piers to be ambitious, energetic, organized & highly motivated.
- Experience with Salesforce CRM & PowerBI preferred.
- Advance user of Microsoft Suite (Excel, PowerPoint, SharePoint, Forms)
- Ability to engage and build value-based relationships at all levels and functions within customer and Regal Rexnord organizations.

**OUR IDENTITY**

As part of the large Regal Rexnord family we, Thomson Power Systems, are a leading manufacturer of electrical products, controls, and systems in the Power Generation Industry. Over the last 50 years we have been growing from a small local company in British Columbia to a global organization with colleagues in Canada, USA, Mexico and India. As we are rapidly growing, we are looking for innovative, motivated, talented, and hard-working achievers to join us and to continue providing best in class products and services to our expanding customers.

**OUR PURPOSE**

You may not know it, but Regal Rexnord impacts your life every day. Our products enable the power source that keeps smart buildings running; the fans in HVAC systems that keep us comfortable; the agricultural and food service equipment that keeps us fed; and the conveyer systems that keep e-commerce flowing.

Our business purpose is to create a better tomorrow by energy-efficiently converting power into motion. For us, this means creating innovative solutions while focused on both customer needs and our commitment to sustainability. We are looking for creative and ambitious minds to join our team and to create a better tomorrow.

**OUR FAMILY**

Regal Rexnord Corporation (RRX) is approximately a $7.2B publicly traded global manufacturer of electric motors and controls, electrical components and power transmission products serving customers around the world in the general industrial, consumer, commercial construction, food & beverage, and alternative energy end markets, among others. Regal Rexnord sells its products and solutions to OEMs, through distributors, and directly to end-users. The company has approximately 36,000 global associates with significant operations in the US, Mexico, Europe, China, and India. Regal Rexnord Corporation is the result of a merger between Regal Beloit Corporation and Rexnord’s PMC business which was completed in 2021. The headquarters for Regal Rexnord is located in Beloit, WI with an executive satellite office in Rosemont, IL.

The company is comprised of four operating segments:

- **Industrial Powertrain Solutions**: (~$2.7 Billion revenues)
- **Power Efficiency Solution

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