About Us
Established in 1960, ELGi is a global compressed air solutions provider with over two million customers across 100 countries. With over 400 products and accessories, ELGi aims to provide the lowest ownership cost experience supported by responsive service. Our brand goal of being "Always Better" for our employees, customers, investors, suppliers, distributors, and societies serves as the backbone for our aspiration to be the preferred compressed air partner. As we approach our business goals, we aim to become the employer of choice.
Established in 2012, ELGi North America provides compressed air solutions to a variety of markets and applications throughout North America. We believe the U.S. will be a critical driver in our growth ambitions and are aggressively investing in establishing our market capabilities, expanding distribution, and building customer trust. As we approach our business goals, we aim to become the employer of choice.
About The Opportunity
The Customer Support Manager is responsible for managing and leading the ELGi North America - Industrial business' equipment and spare parts sales order fulfilment function. In addition, this role is responsible for leading the customer support team to ensure consistent, high-quality customer experience. This includes oversight of on-time order fulfilment, creating and executing order fulfilment processes, system automation, and measuring customer satisfaction. The role also requires deep expertise in ERP systems (specifically Infor) and the ability to lead change management initiatives in partnership with IT to improve system functionality and overall business processes improvements.
As the Customer Support Manager for ELGi Industrials, you will be responsible for:
- Ensuring efficient and accurate order fulfilment and invoicing processes.
- Collaborating to implement robust communication infrastructure and system improvement/change initiatives, especially within an ERP environment
- Leading, coaching and mentoring the customer support team, setting clear performance goals, providing training, and fostering a culture of accountability and continuous improvement.
- Maintaining high levels of satisfaction through clear communication and timely service. Listening to customer experiences and discovering areas where improvements are needed
- Facilitating seamless interactions and support through automated communications and portals. Listening to channel partner experiences and discovering areas where improvements are needed
About You
The Customer Support Manager opportunity may be an excellent match for you if you have the following qualifications:
- Minimum 5 years' experience in a customer support position, preferably in an industrial or manufacturing environment
- Demonstrated experience in customer communication and process creation
- Experience managing, leading and mentoring a team and implementing strategic initiatives
The Customer Support Manager opportunity may be an ideal match for you if you also have the following preferred qualifications:
- Experience with ERP systems, preferably Infor, including system navigation, reporting, and process optimization
- Bachelor's degree in Business or related field
