Customer Service Manager

Clarios Customer Service Manager

The Clarios Customer Service Manager will lead our customer support team in delivering best in class customer experiences to our U.S. and Canadian customer base. This role is responsible for overseeing daily operations, managing a team of customer service representatives, and ensuring a high standard of service across all communication channels including phone, email, and online platforms in Clarios' US Call Center.

Responsibilities include:

• Lead, coach, and develop a team of customer service representatives to meet performance goals and service standards.
• Drive mid-year and annual performance reviews for all team members.
• Monitor and analyze customer service metrics to identify trends, areas for improvement, and training needs.
• Serve as a Tier II escalation point for all customer service agents to resolve customer issues with professionalism and a focus on resolution.
• Implement and maintain customer service policies, procedures, and best practices.
• Provide timely, accurate, and professional support, ensuring customer satisfaction and issue resolution.
• Document interactions and maintain detailed records in the company's CRM systems.
• Manage and resolve customer concerns related to warranty claims for Clarios products, including OPTIMA® batteries purchased through the website or authorized retailers such as Amazon.
• Collaborate with cross-functional teams including Sales, Logistics, and Technical Support to resolve customer issues and improve service delivery.
• Ensure compliance with company policies and industry regulations.
• Support continuous improvement initiatives to enhance the customer experience.

To succeed in this role, you will need:

Required:

• Bachelor's degree in communications, Business or related field (or equivalent experience)
• 3+ years of experience in customer service, with at least 1 year in a supervisory or managerial role.
• Strong leadership, communication, and interpersonal skills.
• Excellent verbal and written communication skills are essential for conveying information clearly and effectively.
• The ability to attentively listen to customers, understand their concerns, and respond appropriately is crucial.
• Basic computer skills for navigation, call center, and telephony software.
• Problem solving skills and the ability to handle pressure are critical.
• Ability to collaborate effectively with team members, managers and leadership.
• Ability to analyze data and make informed decisions.
• Experience in a high-volume, fast-paced customer service environment preferred.
• Ability to work in the greater Milwaukee area.

Preferred:

• Minimum of 3–5 years of experience in a call center environment, with a proven track record in a supervisory or managerial role overseeing customer service operations.

What You Get:

• Medical, dental and vision care coverage and a 401(k) savings plan with company matching – all starting on date of hire
• Tuition reimbursement, perks, and discounts
• Parental and caregiver leave programs
• All the usual benefits such as paid time off, flexible spending, short-and long-term disability, basic life insurance, business travel insurance, Employee Assistance Program, and domestic partner benefits
• Global market strength and worldwide market share leadership
• HQ location earns LEED certification for sustainability plus a full-service cafeteria and workout facility
• Clarios has been recognized as one of 2024’s Most Ethical Companies by Ethisphere. This prestigious recognition marks the second consecutive year Clarios has received this distinction.

Clarios is the force behind the world’s most recognizable car battery brands, powering vehicles from leading automakers like Ford, General Motors, Toyota, Honda, and Nissan. With 18,000 employees worldwide, we develop, manufacture, and distribute energy storage solutions while recovering, recycling, and reusing up to 99% of battery materials—setting the standard for sustainability in our industry. At Clarios, we’re not just making batteries; we’re shaping the future of sustainable transportation. Join our mission to innovate, push boundaries, and make a real impact. Discover your potential at Clarios—where your power meets endless possibilities.

Veterans/Military Spouses: We value the leadership, adaptability, and technical expertise developed through military service. At Clarios, those capabilities thrive in an environment built on grit, ingenuity, and passion—where you can grow your career while helping to power progress worldwide. All qualified applicants will be considered without regard to protected characteristics.

We recognize that people come with a wealth of experience and talent beyond just the technical requirements of a job. If your experience is close to what you see listed here, please apply. Diversity of experience and skills combined with passion is key to challenging the status quo. Therefore, we encourage people from all backgrounds to apply to our positions. For more information on our commitment to sustainability, diversity, and equal opportunity, please read our latest report.

A note to job applicants: please be aware of scams being perpetrated through the Internet and social media platforms. Clarios will never require a job applicant to pay money as part of the application or hiring process.

To all recruitment agencies: Clarios does not accept unsolicited agency resumes/CVs. Please do not forward resumes/CVs to our careers email addresses, Clarios employees or any other company location. Clarios is not responsible for any fees related to unsolicited resumes/CVs.