Order Processing : Senior Manager, Service Order Management (SOM)

Your tasks

• Manage and lead a team of Service Order Specialists, providing guidance, coaching, and feedback to ensure team members are working effectively and efficiently
• Maximize customer satisfaction by ensuring the team provides outstanding and timely customer service, monitor employee-customer interactions and coach team to continuously improve customer experience
• Develop the SOM team to effectively coordinate with customers to clarify service requirements, provide regular updates on order status, and resolve any issues or concerns in a timely and professional manner
• Organize recruitment and placement of required team members, and develop organizational structures needed to execute on team responsibilities
• Identify areas for process improvement and implement changes to increase efficiency, reduce errors, and enhance customer satisfaction
• Collaborate with other departments (including internationally), such as Service Operations, Sales, Marketing, and Product Management, to ensure alignment and effective communication, with a focus on customer needs and preferences
• Lead, promote, and facilitate continuous improvement activities while using problem solving and lean tools to drive change. Champion the use of best practices from LEAN principles into an administrative organization

Your qualifications

• Bachelor degree in a relevant field (e.g., Business Administration), or equivalent experience
• Minimum 10 years of experience in a service management or customer service role, with a focus on customer experience
• Proven leadership and team management experience, with a track record of improving customer satisfaction and loyalty
• Results driven leadership, with the ability to work under pressure in a fast-paced, time-sensitive environment with shifting priorities & deadlines, with a focus on customer needs and preferences
• Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and internal stakeholders
• Strong analytical and problem-solving skills, with the ability to identify and resolve complex customer issues
• Familiarity with service management systems (SAP preferred) and processes, with a focus on customer experience metrics
• Ability to travel (including internationally, mainly to Europe) up to 15% of the time
• Project Management experience is a plus.
• Candidates must be located within a commutable distance of our Columbia, MD office
• To be considered, candidates must be located in the US and have valid US work authorization.

Interested?

We are looking forward to receiving your application!

The total compensation for this position is $95K-$130K. Total compensation includes base salary, variable pay (when applicable) plus benefits. The range is determined by the position, geographic location and level. Individual pay within the range is determined by several factors including location, education or training, relevant work history, sales incentive structure and job-related skills.

We are committed to hiring and retaining a diverse workforce. We are proud to be an Equal Opportunity Employer, making decisions without regard to race, color, religion, creed sexual orientation, gender identity, marital status, national origin, age, veteran status, disability or any other protected class.

Rohde & Schwarz is a global technology company with approximately 14,000 employees and three divisions: Test & Measurement, Technology Systems and Networks & Cybersecurity. For 90 years, the company has been developing cutting-edge technology, pushing the boundaries of what is technically possible and enabling customers from various sectors such as business, government and public authorities to maintain their technological sovereignty.