Operations & Customer Services Manager (Manager Partner Services)

Description
A Career at Rheem: Where Comfort Is Your Calling
At Rheem, we’re dedicated to bringing comfort to people’s lives. And, as a leading global manufacturer of heating, cooling and water heating equipment, we’re innovating all-new ways to deliver just the right temperature while saving energy, water and supporting a more sustainable future. It’s an exciting challenge that requires a team of talented, passionate people with a diverse set of skills. From engineers to accountants, sales professionals to support experts, Rheem depends on people to power our innovations. Join Rheem and help shape the future of products that impact people’s lives—every day.
In this exciting role, the Manager, Partner Services is responsible for supporting the Sr. Manager, Customer Experience to oversee the division's Partner Services department and providing service to internal and external customers on complex issues including determining
customer requirements, expectations and ensuring fulfillment. This role supports our Raypak division.
Responsibilities

• Supervises Partner Services staff. Provides performance feedback, coaching and mentoring.
• Exhibits a high level of diplomacy, tact and service orientation to facilitate cooperation and good when dealing with internal and external customers on escalated issues.
• Takes ownership of complaints and acts accordingly to prevent re-occurrence of issues.
• Develops and maintains budgetary responsibilities for Partner Services department.
• Implements and strategizes continuous improvements for department and company based on ongoing analysis of departmental key performance indicators (KPIs) and ensures best practice within and across Rheem business units.
• Assists with definition of pricing development and sales program deployment.
• Maintains extensive phone contact with dealers, wholesalers, retailers, customers, and internal customers concerning production and shipping dates, price and availability of product, warranty information, authorization to return goods, truckload scaling optimization, Division policies and procedures and issues.

Job Qualifications
Education

• Business Management or related field

Work Experience

• Typically requires advanced knowledge of job area typically obtained through advanced education combined with
• Experience.
• Understands basic management approaches such as work scheduling, prioritizing, coaching and process execution.
• Typically requires a University Degree or equivalent experience and minimum 7 years of prior relevant experience.

Rheem Required Skills

• Ability to carry out instructions furnished in written, oral, or diagram form.
• Proficient computer skills and in-depth knowledge of relevant software such as MS Office Suite.
• Excellent problem-solving skills.
• Must be capable of moderate travel (approx. 25%)
• Capable of prioritizing workload and managing multiple tasks (with deadlines) with a minimum amount of direct
• Proficient computer skills and in-depth knowledge of relevant software such as MS Office Suite.
• Excellent communication skills, written and verbal, with attention to detail and accuracy.
• Excellent communication skills, written and verbal, with attention to detail and accuracy.
• Demonstrated ability to work well with others is a matrix team environment.
• Additional Required Knowledge, Skills, & Abilities
• Ability to professionally interact with a wide range of customers, sales reps, co-workers, direct reports engineers and
• Excellent interpersonal skills including the ability to work with people inside and outside the Company in a professional and sincere manner.
• Understanding of supply chain logistics.
• Management.
• Supervision in a fast-paced work environment.
• Experience with ERP programs such as QAD, Oracle or AS400 and Order Management Systems.
• Recognize and implement process improvement.
• Demonstrated ability to work well with others is a matrix team environment.

Rheem is an Equal Opportunity Employer. Rheem encourages all qualified candidates to apply, including those of any race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. The job description above has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job. Equivalent combination of education, experience, and skills may supplement above minimum job requirements.
For U.S. Based jobs, please note that Rheem is unable to hire candidates to be employed in the following states: Alaska, Hawaii, Idaho, Louisiana, Mississippi, Montana, New Mexico, North Dakota, South Dakota, Vermont, West Virginia, or Wyoming.
Notice To Third Party Recruitment Agencies
Please note that Rheem and its subsidiaries do not accept unsolicited resumes from recruiters or employment agencies. In the absence of an executed Recruitment Services Agreement, there will be no obligation to any referral compensation or recruiter fee.
Payscale for this role based in California is: $84,100-$142,900. Please note all pay ranges are broadly stated and any final offer is dependent on factors such as location, direct experience, market guidance and internal equity, among other qualifying criteria”.
Primary Location
US-CA-Oxnard
Work Locations
Raypak, Inc. - Oxnard (CA)
Job
Customer Service & Contact Center Operations
Organization
Raypak, Inc
Schedule
Full-time
Shift
Day Job
Employee Status
Regular
Job Type
Standard
Job Level
Manager
Travel
No
Job Posting
Jun 7, 2023, 12:46:16 PM