** Manager, Customer Service Call Center**

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New **Position Summary:**

The **Manager, Customer Service Call Center** is responsible for managing all aspects of the APPT Business Unit customer service call center and is a key member of the Aftermarket leadershipteam.

Equal parts leadership, customer call center management, and inside sales expertise the successful candidate will lead this dynamic, technically oriented customer call center with a bias for results, drive for continuous improvement, and a willingness to collaborate with others. Key business outcomes that will be used to measure success include Net Promotor Scores, spare parts sales growth, and agent productivity.

**Who we are:**

Milacron is a global leader in the manufacture, distribution and service of highly engineered and customized systems within the $27 billion plastic technology and processing industry. We are the only global company with a full-line product portfolio that includes hot runner systems, injection molding, extrusion equipment. We maintain strong market positions across these products, as well as leading positions in process control systems, mold bases and components, maintenance, repair and operating (MRO) supplies for plastic processing equipment. Our strategy is to deliver highly customized equipment, components and service to our customers throughout the lifecycle of their plastic processing technology systems.

Milacron is an operating company of Hillenbrand. Hillenbrand ( ) is a global diversified industrial company with businesses that serve a wide variety of industries around the world. We pursue profitable growth and robust cash generation to drive increased value for our shareholders. Hillenbrand's portfolio includes industrial businesses such as Coperion, Milacron Injection Molding & Extrusion, and Mold-Masters, in addition to Batesville, a recognized leader in the death care industry in North America. Hillenbrand is publicly traded on the NYSE under "HI."

**Essential Duties and Responsibilities** include the following:

* Manage the day to day operations of the ServTek Customer Service Center.

* Monitor daily performance by agent and establish review mechanism to improve.

* Set performance standards and training methods.

* Create business plans that support overall operating targets.

* Implement technologies to analyze business trends, competitiveness, predict sales performance, and manage inventory.

* Monitor warehouse operations and collaborate with supply chain functions to ensure stocking programs are aligned with customer needs and operating targets.

* Actively participate pricing and stocking policies to maximize profitability & customer satisfaction.

* Train and coach employees in the use of department systems and in personal sales effectiveness.

* Develop and implement Standard Operating Procedures to ensure efficiency and effectiveness of the service center.

* Directs sales forecasting activities and set performance goals accordingly.

* Provide data and sales forecasts for production scheduling and material requirements.

* Collaborate with Commercial leadership on market analyses to determine customer needs, price schedules and discount rates.

* Direct staffing, training and performance evaluations to develop and improve the inside sales function.

* Provide sales statistics to assist sales managers, salesmen and general manager to formulate policy in promoting sales.

* Liaison between sales and materials, quality and manufacturing management and other personnel.

* Analyze and control expenditures of the department to conform to budgetary requirements.

* Assist other departments within the organization to prepare or distribute manuals, product brochures and technical publications.

* Assist sales in preparing periodic sales report showing sales volume, potential sales and areas of proposed client base expansion.

* Carry out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include safety, interviewing, hiring and training employees; planning, assigning and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems

**Supervisory Responsibilities:** Manages customer service team

**Skills/Experience:**

* Excellent verbal communication skills

* Proficiency in the use of PC based applications, including Microsoft Office

* Experience with Salesforce is a plus

* Knowledge of technical equipment, plastics and/or plastics machine parts a plus

* Proven track record of successful sales leadership in a specialty product environment

* Experience with negotiations, scheduling, and project management

* Proven ability to lead, coach and mentor others

**Education:**

* Bachelors degree with 7 to 10 years of experience or equivalent combination of education and experience.

**Travel: N/A**

**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 employees ability to see near and far distances.

**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 managements right to assign duties and responsibilities to this job at any time.

At Hillenbrand 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