Manager, Customer Solutions
Manager, Customer Solutions
L6
Occupations
First-Line Supervisors of Non-Retail Sales WorkersGeneral and Operations ManagersCustomer Service RepresentativesIndustries
Outdoor Power Equipment RetailersFarm and Garden Machinery and Equipment Merchant WholesalersIndustrial Machinery and Equipment Merchant Wholesalers- Supervising of Department
- Monitor staffing and provide proper phone coverage to meet our agreed upon Service Level Agreement (SLA)
- Oversee daily workflow which includes backorder reports, department CRM responsibilities, and other offline duties
- Monitor, supervise and coach gaps in attendance, performance and behavior
- Hold CSRs accountable to meeting the compliance expectations with established policies and procedures
- Provide ongoing ERP systems training to support required functions
- Oversee training of new hires
- Conduct performance appraisals and provide ongoing performance feedback
- Handle daily personnel issues when they arise and involve Customer Service Manager when necessary
- Conduct monthly department meetings
- Create and maintain daily reports that provide daily activities
- Process Administration
- Daily & weekly communications to the assigned group
- Assist with annual pricing contracts and daily deviations
- District Sales Manager maintenance on ERP system
- Acts as point of escalation for complex issues from CSR’sIdentify trends and work within and outside Customer Service department to determine root cause and solve issues
- Create, update and oversee process documentation to meet operational and customer requirements
- Communication Management
- Act as liaison between various departments on customer service issues
- Provide support to sales organization
- Provide weekly feedback to manager for use in refining and improving departmental efficiencies
- As an ideal candidate you have:
- Bachelor’s Degree in Business preferred 3-5 years customer service experience in a call center environment required
- Previous lead or supervisory experience required
- Strong knowledge of current ERP system, Excel, WordStrong knowledge of HCP business processes
- Strong knowledge of workflow management of business dynamics (CRM)
Level
LeadL6
Location
Olathe, KS
Occupation
First-Line Supervisors of Non-Retail Sales Workers
Industry
Outdoor Power Equipment Retailers
Posted
4 days ago
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