Regional Customer Service Manager

JOB DESCRIPTION

• This role is 100% remote. Preference will be given to candidates who reside in Bentonville, AR area, but can reside anywhere in US.
• Benchmarks the organizations level of customer satisfaction in assigned region.
• This may include analysis and comparison of this organization's customer service function with those of recognized customer service leaders.
• This may also include establishing performance targets for customer satisfaction.
• Identifies and categorizes elements associated with the organizations level of customer satisfaction.
• Interacts with senior management to obtain feedback, recommend customer service initiatives and to implement agreeable actions.
• Develops business plans for the deployment of customer service initiatives to interface with sales and operations.
• Coordinates the activities of direct reports within region to enhance communication, eliminate redundant efforts and to view opportunities to consolidate customer service efforts.
• Implements and navigates Customer Responsiveness Improvements programs to achieve assigned objectives.
• Monitors customer satisfaction reviews.
• Develops corrective action plans as required to improve levels of customer satisfaction.
• Manages customer leads and opportunities using the Customer Relationship Management (CRM) system.
• Manages the performance of direct reports by defining accountabilities, establishing performance objectives, providing feedback and guidance, and ensuring that all policies are understood and adhered to.

What you'll experience working at UL:

• Mission: For UL Solutions, corporate and social responsibility isn't new. Making the world a safer, more secure and sustainable place has been our business model for the last 130 years and is deeply engrained in everything we do.
• People: Ask any UL Solutions employee what they love most about working here, and you'll almost always hear, "the people." Going beyond what is possible is the standard at UL. We're able to deliver the best because we employ the best.
• Interesting work: Every day is different for us here as we eagerly anticipate the next innovation that our customers' create. We're inspired to take on the challenge that will transform how people live, work and play. And as a global company, in many roles, you will get international experience working with colleagues around the world.
• Grow & achieve: We learn, work and grow together with targeted development, reward and recognition programs as well as our very own UL University that offers extensive training programs for employees at all stages, including a technical training track for applicable roles.
• Total Rewards: The salary range for this position is $100,000. - $135,000. and is based upon years of experience that is commensurate with the level of the position.
• All employees at UL Solutions are eligible for annual bonus compensation. The target for this position is 20% of the base salary offered. Employees are eligible for health benefits such as medical, dental and vision; wellness benefits such as mental & financial health; and retirement savings (401K) commensurate with the standard rewards offered in each individual location or country, for the relevant position level.
• We also provide employees with paid time off including vacation (15 days), holiday including floating holidays (12 days) and sick time off (72 hours).
• Internal applicants with questions related to the Total Rewards for this position should submit a ticket via askHR for more insights.
• The application deadline for this position is 5/26/2025

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• The application deadline for this position is 5/22/2025

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QUALIFICATIONS

• University degree
• 8+ years of progressive customer service experience or a related field with a minimum of
• 5+ years management experience in an operational environment.
• Experience driving Operations goals to completion, including both global and regional.
• Demonstrate advanced understanding of how decisions impact business results, management concepts such as effectively building a diverse team, managing the performance of direct and indirect reports and planning and thinking strategically.
• Demonstrated ability to manage employees, including other department leaders: setting performance standards and goals for the CS operation, managing employee relations issues, identifying training needs and addressing those needs, planning and executing against required staffing levels, assisting in operational planning, recommending annual operating budgets, developing strategies to achieve goals, and maintaining budget performance.
• Experience working in a dynamic, ambiguous and fluctuating environment including frequent travel or travel with little notice; working at various non-typical times of the day to accommodate global schedule needs.
• Demonstrated understanding of UL customer and market needs.
• Demonstrated ability to manage diverse teams, preferable consisting of individuals located in more than one country.