Customer Service Manager – Enterprise Financial

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Brink’s Inc

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1859

📦 Logistics

🔐 Security

🚗 Transport

💰 $800M Post IPO debt on 2024-07

Logistics • Security • Transport

Brink’s Inc is a global leader in secure logistics and cash management, providing armored transport, secure storage, integrated logistics and associated security services for valuables such as currency, precious metals, jewelry, fine art, electronics and pharmaceuticals. With more than 160 years of experience and operations in over 100 countries, Brink’s serves banks, retailers, governments and businesses with end-to-end secure supply chain, cash handling and financial solutions.

📋 Description

• Serve as the primary customer service contact for identified clients in the Enterprise Financial segment • Own service and support-related issues and ensure timely resolution • Monitor customer satisfaction and service quality • Prepare, analyze, and manage service performance reporting, SLA management, and metrics • Facilitate Customer Health Scorecard calls • Propose and maintain client metrics reporting with management and business analysts • Lead internal groups implementing procedural and systematic solutions aligned with customer needs and Brink’s objectives • Build relationships with assigned accounts through onsite and virtual customer meetings • Understand customer processes and respond to service requests and inquiries • Collaborate with sales, operations, and cross-functional resources to meet client expectations • Support service delivery planning strategies and initiatives • Potentially lead a dedicated team supporting research cases, claims processing, and inbound operational work • Coach, mentor, and develop team members when leading a team • Set performance expectations and ensure accountability for quality, timeliness, and accuracy • Conduct feedback and development discussions • Align workloads and priorities with SLA requirements and client expectations • Prepare and present daily, weekly, monthly, or quarterly performance reviews • Prioritize workload to drive high-value outcomes • Be on-call for limited-duration BCP events or projects

🎯 Requirements

• Minimum of 5 years’ experience in Customer Service management • Minimum of 3 years’ experience in retail/bank reconciliation • Proficient in Excel, PowerPoint, and Salesforce or another CRM system • Knowledge of Lean Concepts and Methodologies • Excellent interpersonal, communication, and presentation skills • Strong consultative, analytical, and problem-solving skills • Advanced influencing skills and ability to view issues through company and customer lenses • Track record of interacting with mid- and high-executive-level leaders in large financial and commercial organizations • Ability to manage and prioritize multiple competing projects • Advanced change management skills

🏖️ Benefits

• Equal opportunity to participate and grow • Inclusive culture valuing diverse backgrounds, ideas, and perspectives • Respectful, safe, and valued workplace • Growth and advancement opportunities • Continuous learning and opportunities to develop skills • Reasonable accommodations/adjustments during the hiring process