Customer Service Operations Manager

Driven to be the best. At Batesville you will be part of a diverse culture to solve unique industry challenges, provides exceptional service and help meet the needs of families in communities nationwide. Batesville is looking for a Customer Service Operations Manager to join our team. You can work from home with a remote team, or in our Batesville, IN corporate office – either way our team thrives on collaboration and values your input. As a Customer Service Operations Manager, you will be responsible for providing critical oversight of our Customer Service systems, procedures, and processes to ensure a customer-valued experience is delivered. As the expert in our operations, responsibilities will include resource scheduling, key metrics management, and implementations of new systems and expanded functionality. Projects will often involve working with stakeholders in other internal departments to ensure even better company-wide results.

What Batesville Offers You:

• Generous 401K Matching Program – 3% (base pay) automatic contribution + $.50 for each additional dollar saved on the first 6% of pay saved*
• Opportunities for development and advancement
• 15 Days of paid vacation, 11 paid holidays, 6 paid sick days
• Comprehensive medical, dental and vision insurance, which includes MD Live, RX help center, Medical Advocate Program, short term disability, among others.
• Batesville is a family: You will be part of a family of highly committed associates who are passionate about our company, committed to our customers and excited about our future.

What you’ll do:

• Forecasts future work and aligns the department with the appropriate staffing in the right places. Budget targets are met, and future budget needs are planned for accordingly.
• Manages the rollup of team metrics to the department level, evaluates results and adjusts to improve results.
• Subject matter expert for all system platforms and their functionality (JDE, Genesys, Corel Draw/Gravo Graph/Photoshop, Batesville Connect/BOO, Office 365, and Right Fax).
• Supports specialized team processes including custom units, high end units with special delivery coordination, bill-to ship-to policy management, and promotional processes supported.
• Reviews, tests, and approves all systems and processes.
• Works with department leads to improve day-to-day results by improving standard work and working through kaizen/improvement opportunities to improve both quality and efficiency.
• Provides coaching and problem-solving guidance when needed.
• Coordinates with the Customer Service Quality Manager and Supervisors to deliver and updated system procedures.
• Turns system performance data into meaningful insights at all levels of our organization.

Basic Requirements:

• Strong project manager that thinks through all stages of a situation and validates progress along the way to ensure the project will obtain the improved future state results.
• Lean and customer value-creation mindset.
• Maintains effectiveness while under stress and periods of change.
• Analytical and logical thinker.
• Visionary of future state and works to implement the biggest opportunities to improve customers’ experiences.
• Strong written and verbal communication skills with the ability to communicate at various levels throughout the organization.
• Complex problem solver.
• Company and/or industry knowledge are preferred.
• Bachelor’s degree (B.S./B.A.) or equivalent from a college or university and/or a minimum of five years related experience and/or training.
• Works well with other stakeholders to improve broadened company results.
• Minimum of five years related experience in customer service operations.
• Learns new systems and processes quickly and thoroughly.
• Has a servant leader mindset.

Physical Demands:

To perform this job successfully, the physical demands listed are representative of those that must be met by an employee. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit, stand, walk, use hands to handle and feel, reach with hands and arms, talk, and hear. The employee may occasionally be required to crouch. The employee may occasionally lift items as heavy as 25lbs. Specific vision abilities may include the employee’s ability to see near and far distances.

Who we are:

A cornerstone in the death care industry, Batesville has distinguished itself from all others through our commitment to quality, service, and innovation. For more than 100 years, Batesville has been dedicated to serving the needs of licensed funeral professionals and helping families honor the lives of those they love. ® With annual revenues of approximately $600 million, Batesville is a leader, providing a comprehensive portfolio of burial and cremation products, memorialization offerings, profit-enhancing merchandising systems and leading-edge technology solutions.

At Batesville, our associates are our strongest asset, and we strive to attract, hire, and develop the best and brightest to ensure our place in the future. Batesville has a strong culture of achievement, which is underpinned by these five core values:

• Spirit of continuous learning and improvement
• Customer focus and partnership
• Excellence in execution
• Courage
• Individual worth and integrity

What Sets Us Apart:

Making a difference: Helping families honor the lives of those they love® isn’t just our mission. It’s why we do what we do every day to make every Batesville product the best it can be.

Development is a priority: We promote learning and development from Day 1. From our Experience Batesville onboarding program to self-guided courses on Batesville University, there are opportunities to advance your skills. We encourage associates to create Individual Development Plans (IDPs) to help drive career-focused discussions and advancement.

Putting customers first: We value the funeral professionals’ role in serving families and are committed to doing our part to ensure their success.

We Have Fun! We work hard, but when it’s time to play, we get creative – and competitive. Whether it is a kickball tournament or football toss, our Tree is Me team provides engagement activities to bring people together across the organization.

We Give Back: We support our communities by assisting in fundraising events and volunteer programs to help those in need.

*These services are not available at all Batesville locations.

DISCLAIMER: The above information on this job description has been designed to indicate the general nature and level of work performed by the employee within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of any employee assigned to this job. Nothing in this job description restricts management’s right to assign duties and responsibilities to this job at any time.

EEO: At Batesville, we strive to build a diverse workforce through equal opportunity employment that embraces and leverages the differences each individual has to offer. Equal Employment Opportunity/ Affirmative Action Employer of minorities/females/disabled/veterans.