Customer Service Manager

Are you passionate about crafting truly outstanding customer experiences? Do you naturally excel at leading teams, guiding them to deliver exceptional service and simplify complex operational processes? Picture yourself at the helm of a vibrant, global team, influencing how a leading company connects with its customers, and spearheading innovations in order management, all from the comfort of your chosen workspace anywhere in the world. If you're a results-focused leader, eager to make a significant and lasting impact, this fully remote Customer Service Manager opportunity with Fortive is definitely calling your name.

Overview

We are seeking an experienced and highly motivated Customer Service Manager to lead our dedicated Customer Service and Order Management team. This is a fully remote, global role, meaning you can contribute from anywhere. You will be instrumental in fostering solution-oriented decision-making, collaborating extensively with cross-functional partners, and ensuring every order is processed with precision and speed. Your expertise will be vital in shaping our overarching customer service and order-to-cash strategy, guaranteeing a seamless journey and an outstanding customer experience at every single interaction point.

Key Responsibilities

In this pivotal role, your day-to-day will involve a diverse set of responsibilities aimed at elevating our customer service operations:

Team Leadership & Development: You will oversee the entire lifecycle of our customer service staff, from hiring and comprehensive onboarding to continuous training initiatives, all designed to build a capable, motivated, and exceptionally high-performing team.
Performance Management: Expect to define, diligently track, and thoroughly analyze key performance indicators (KPIs) and specific improvement targets. You'll use proven lean management tools to drive effective action plans and proactively address any performance gaps.
Policy & Process Optimization: A crucial part of your role will involve developing, enhancing, and meticulously implementing customer service policies, procedures, and standards that ensure both regulatory compliance and maximum customer satisfaction.
Customer Engagement & Advocacy: You will proactively communicate with our customers to deeply understand their needs, resolve complex issues, and advocate for their interests internally, turning challenges into opportunities for loyalty.
Cross-Functional Collaboration: Partner closely with sales, operations, finance, and product teams to streamline processes, resolve escalated issues, and ensure a unified approach to customer success.
Strategic Contribution: Actively participate in the development and execution of our broader customer experience and order-to-cash strategy, contributing insights that drive continuous improvement.

Requirements

To thrive in this role, we're looking for a professional with:

A minimum of 5 years of progressive experience in customer service management, ideally within a global or complex operational environment.
Demonstrated success in leading, coaching, and developing high-performing customer service teams.
Strong analytical skills, with a proven ability to define KPIs, analyze data, and implement data-driven solutions.
Experience with lean management principles or other continuous improvement methodologies is highly valued.
Exceptional verbal and written communication skills, capable of engaging effectively with customers and internal stakeholders at all levels.
A proactive, solution-oriented mindset and the ability to make sound decisions under pressure.
Comfort and proficiency working independently and collaboratively in a fully remote, fast-paced setting.
Bachelor's degree in Business Administration, Management, or a related field; equivalent practical experience will also be considered.

What You'll Gain

Joining Fortive as our Customer Service Manager offers more than just a job; it's an opportunity to:

Make a Global Impact: Lead a critical function for a global leader, directly influencing customer satisfaction and business success across various regions.
Drive Strategic Growth: Play a pivotal role in shaping our customer experience and order management strategies, contributing to long-term business objectives.
Develop Your Leadership: Further hone your leadership skills within a supportive and innovative environment that values continuous learning and professional development.
Work Flexibly: Enjoy the freedom and autonomy of a fully remote role, allowing for a better work-life balance from anywhere in the world.
Be Part of Fortive: Join a company renowned for its commitment to operational excellence, innovation, and fostering a culture of continuous improvement.
Competitive Compensation: Receive a comprehensive compensation package that recognizes your expertise and contributions.