Supervise inbound and outbound call activity ensuring client requirements and expectations are met. Reports to the Vice President of Operations.
Experience working in a kitchen housewares/consumer product environment preferred.
Knowledge of product ordering in display quantities and single sku items.
Maintain and monitor workflow throughout the Customer Service Center. In the event of staff shortages, develop a contingency plan to maintain adequate call coverage levels including serving as backup to the department when needed.
Conduct product training to build customer service awareness of product line.
Monitor inbound and outbound calls to ensure scripts adherence and call integrity.
Create and provide ACD call volume reports to the customer service group as needed to maintain the highest level of customer service.
Responsible for the selection, supervision and evaluation of customer service staff.
Provide coaching for the customer service team.
Insure that all policies and procedures are followed and maintained.
Provide recommendations on department improvements.
Identify trouble areas and monitor individual perfomance.
Create performance standards in coordination with the department goals.
Assist Vice President in promoting and achieving cross-sales ad service level goals.
Resolve customer complaints.
Some travel required (30%).
Other duties as assigned.
Prior supervisory or management experience required in a customer service environment. Minimum 3 years of experience.
General understanding of telephone related software reporting packages.
Must possess the ability to train and motivate staff members.
Ability to analyze information and problem solve as well as being able to prioritize your daily workload.
ERP systems experience a plus.
Strong leadership, organizational, and communications skills.
This is a full-time position. No relocations please.
Salary range: $50K - $63K