Primary accountability is to direct & lead the Customer Service team in support of the company’s strategies, initiatives, and operations for Culligan International. Focus is on initiating, developing, & implementing customer relationship management to drive sales, marketing goals and objectives. Works in partnership with Key Departments to drive improvements to develop service technology across OTC stakeholders. This role includes oversight of all functional teams, Customer Service, National Accounts, Office of the President, Customer Relations, and International.
Specific Job Function:
· Ensures that the customer service function provides quality, timely and cost-effective service in support of Culligan’s customer strategies and the Company’s goals and objectives.
· Provides leadership in the development of standard operating procedures that meet customer service needs, quality, productivity, service, and technology growth.
· Develop and implement technology systems that drive efficiencies, process, & performance improvements across SAP O.T.C, Dealer Portal Systems, & Sales Force.
· Lead Special Projects as required.
· Identify resolutions with CPort Dealer Portal as Stakeholder to monitor continued development.
· Continually developing improvements with embed change projects to adapt to innovative technology.
· Cultivate collaborative relationships among key departments to find solutions.
· Proactively monitor new software, tools, communications, technical designs, & methodologies to meet the company’s customer strategies. Focus on technology solutions & improvements.
· Drive complaint resolution process & strategies across broader team to highlight improvement opportunities within the dealerships network.
· Participate in new product launches, as it relates to customer service and consumer affairs.
· Drive & develop troubleshooting resolutions for consumer affairs complaint system. Function as a third party to assist problem resolution by providing a sympathetic contact point. Share end-user issues with field sales and service associates to stimulate customer satisfaction.
· Administer training curriculum to the Customer Service Department, coordinated with technology changes.
· Ensures that each unit of the department effectively and efficiently utilizes both capital and human resources to drive performance standards, including coaching and continuous performance discussions along with growth in our technology.
Job Requirements:
Bachelor’s degree in business related field or equivalent work experience.
15 + years of customer service leadership/management, Call Center & large ERP systems.
Experience with inventory control, communication, telephony, and portal systems.
Experience assistance w/ implementing and developing innovative technology.
Competencies:
To perform the job successfully, an individual should demonstrate the following competencies in this position.
Resourcefulness Customer Focus Collaborator
Passion Integrity Judgment/Decision Making
Communication Assertiveness Performance Management
Target Salary Range: $150,000 - $175,000 per year with eligibility to earn additional compensation pursuant to the Company's bonus plan. Exact pay will be based on factors including, but not limited to relevant education, qualifications, certifications, experience, level, geographic location, and business and organizational needs. Full-time positions are eligible for competitive benefits, including: paid time off, health, dental, vision, life, disability benefits and 401(k).
Company DescriptionABOUT CULLIGAN INTERNATIONALDescription:
The Service/Route Coordinator is a key member of the operations team, responsible for managing customer interactions, coordinating service schedules, optimizing routes, and supporting field operations. This role ensures efficiency and accuracy in scheduling, account management, and operational processes, contributing to an excellent customer experience.
Specific Job Function:
Customer Interaction & Support
• Handle inbound and outbound customer calls with professionalism and empathy.
• Greet and assist walk-in customers.
• Resolve customer inquiries, concerns, and complaints efficiently.
• Schedule service appointments/deliveries and follow-up communications.
• Conduct outbound calls to generate revenue and promote services.
Service/Route Coordination & Scheduling
• Create and manage service tickets, preventive maintenance actions, and work orders.
• Review service schedules and assign tasks to field service technicians.
• Optimize routes for field service teams to ensure minimal travel time and maximum efficiency.
• Adjust schedules as needed based on availability, emergencies, or cancellations.
• Track service completion and follow up on open work orders. Process and review work orders to ensure accuracy and compliance.
• Collaborate with field teams to resolve scheduling conflicts and operational issues. Assist field teams with support requests and maintain effective communication.
Account & Equipment Management
• Set up and maintain accurate customer records in the system.
• Process customer cancellations and ensure proper documentation. Facilitate the collection of equipment after cancellations and update account statuses.
• Coordinate the collection or replacement of rental equipment.
Operational & Administrative Support
• Monitor call volumes and identify support needs.
• Assist with special projects and reporting as required.
• Continuous Improvement & Training
• Propose process improvements to enhance efficiency and customer satisfaction.
• Contribute to team discussions to optimize operational workflows and identify improvement opportunities.
• Participate in ongoing training and development initiatives.
• Support special projects and initiatives as assigned by management.
Qualifications:
• High school diploma or equivalent required; Associate’s or Bachelor’s degree in Business Administration, Operations Management, or a related field (preferred).
• Proficiency in IFS, Salesforce, or similar systems, with strong Microsoft Office Suite skills.
• Excellent verbal and written communication for effective customer and team interactions.
• Strong organizational skills, with the ability to multitask and prioritize in a fast-paced environment.
• Proven problem-solving abilities to address scheduling and operational challenges.
• Attention to detail and accuracy in managing records, invoices, and schedules.
• Previous experience in customer service, route coordination, or operations (preferred).
Competencies:
To perform the job successfully, an individual should demonstrate the following competencies in this position:
Resourcefulness Customer Focus Team Player
Attention to Detail Integrity Organizational/Planning
Communication Analytical Judgment/Decision Making
Position: Territory Sales Manager
Location: Remote / Houston, Texas
About Zip Water: https://us.zipwater.com/about/ or watch - https://lnkd.in/d9XRvJ6D
With unrivalled expertise in instant filtered boiling, chilled and sparkling water appliances, Zip Water is known globally for being home to the world’s most advanced drinking water appliances. Founded in Australia in 1947 and purchased by Culligan in 2017, we’ve always been innovators, advancing and perfecting our drinking water technology for decades. Today, Zip products can be found in thousands of homes and offices around the world and the Zip HyroTap was launched in the US in 2018.
Role Overview: There is currently an opportunity to join the team as a Territory Sales Manager - Houston, Texas, further launching the Zip brand and HydroTap product range into the North American market. This role is responsible for establishing, developing and maintaining business relationships in the luxury kitchen appliance and plumbing industry through retail partners, designers, builders and individual influencers. Through Zip partners, this position would be responsible for creating demand by managing and maintaining sales pipelines, working closely with sales associates and Zip dealers, developing those relationships through strategizing, conducting training, hosting events and all related activities. This challenging position offers an excellent career path and an opportunity to work for a global organization that promotes from within, and rewards success. This is an outstanding opportunity for someone who is highly motivated, and success driven.
Role Responsibilities: Account Development -
Relationships -
Products & Market -
Qualifications & Requirements:
Competencies: To perform the job successfully, an individual should demonstrate the following competencies in this position; Resourcefulness, Analytical skills, Creativity, Leading Edge, Initiative, Team, Player, Intelligence, Experience, Customer Focus, Oral Communication, Written Communication, Results Driven, Strategic Skills, Vision.
What we offer:
Target Salary Range: $75,000 – $90,000 year with the opportunity for eligible employees to earn additional compensation pursuant to the Company’s bonus plan. Exact pay will be based on factors including, but not limited to relevant education, qualifications, certifications, experience, level, geographic location, and business and organizational needs. Full-time positions are eligible for competitive benefits, including: paid time off, health, dental, vision, life, disability benefits and 401(k).
Culligan is an Equal Opportunity Employer, to learn more please visit - us.zipwater.com / corporate.culligan.com
Company DescriptionABOUT CULLIGAN INTERNATIONAL
Culligan is currently seeking an individual experienced in sales and customer service to fill the role of Sales Coordinator. This role will work closely with the Sales Manager and the Sales Team to provide support and help coordinate the daily schedules of the Sales Reps.
Responsibilities:
Requirements:
Competencies:
To perform the job successfully, an individual should demonstrate the following competencies in this position:
Resourcefulness Customer Focus Team Player
Organization Integrity Accountability Communication
Company DescriptionABOUT CULLIGAN INTERNATIONAL