Customer Care Manager
School Health Corporation - Hanover Park, IL

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The Customer Care Regional Manager is responsible for the management of the sales and service of the Customer Care teams. This encompasses leading the teams to provide a world class environment by meeting sales and service goals, hiring, developing and evaluating their teams, working with the department head to improve efficiency of processes, procedures and systems, providing support to Customers, Territory Managers and Inside Sales Representatives, leading the up selling initiatives and acting as a customer advocate within the corporation.Major Job Functions: 1. Developing/Managing Service Operations- 20% of the time Developing, Analyzing, publishing service statistics Setting/Managing daily, weekly, seasonal priorities to ensure goals are met Scheduling Coverage Working with department head to develop metrics2. Generating/Supporting Sales- 25% of the time Leading up selling initiatives Supporting Territory Managers and Inside Sale Reps Personally supporting sales/ service for a select numberof customers3. Staff Development and Training- 25% of the time Hiring and developing staff Working with department head develop/monitor goals Conduct Performance appraisals Evaluate training needs and contribute to training process4. Developer of Processes, Procedures, and Marketing Ideas- 20% of time Evaluating and Improving process/procedures and systems Liaison for CC Reps for Customer feedback to other departments Communicating information to CC Reps Keep abreast and recommend industry technology and best practices5. Self Development- 10% of time Leadership Ownership Communication Delegation Analytical Skills Mentoring Skills Project Management Planning/Organization
Requirements: Interpersonal Skills - Maintains confidentiality, keeps emotions under control, and remains open to others' ideas, good listening and questioning skills. Focuses on solving conflict; not blaming. Maintains a positive demeanor in all interactions Oral Communication - Speaks clearly and persuasively in positive or negative situations; speaks confidently with a friendly, accommodating voice tone; adjusts speech to callers' needs; avoids profanity, slang, or other inappropriate language, understands and demonstrates effective listening techniques. Skilled in diffusing anger, conflict resolution and negotiation. Responds well to questions, participates in meetings. Written Communication - Writes clearly and informatively. Edits work for spelling and grammar. Varies writing style to meet needs. Presents numerical data effectively. Able to read and interpret written information. Teamwork - Balances team and individual responsibilities, exhibits objectivity and openness to others' views; gives and welcomes feedback, contributes to building a positive team spirit, puts success of team above own interests. Strives to meet or exceed team goals. Able to build morale and group commitments to goals and objectives. Supports everyone's efforts to succeed. Quality Management - Demonstrates accuracy and thoroughness, looks for ways to improve and promote quality. Problem Solving - Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions. Works well in group problem-solving situations. Uses reason when dealing with emotional topics. Business Acumen - Understands business implications of decisions. Cost Consciousness - Conserves organizational resources. Ethics - Treats people with respect; keeps commitments; inspires the trust of others; works with integrity and ethically; upholds organizational values. Organizational Support - Follows policies and procedures; completes administrative tasks correctly and on time; supports organization's goals and values; supports affirmative action and respects diversity. Judgment - Displays willingness to make decisions; exhibits sound and accurate judgment; supports and explains reasoning for decisions; includes appropriate people in decision-making process; makes timely decisions. Demonstrates ability to use common sense. Motivation - Sets and achieves challenging goals; demonstrates persistence and overcomes obstacles, measures self against standard of excellence; takes calculated risks to accomplish goals. Planning/Organizing - Prioritizes and plans work activities. Plans for additional resources; sets goals and objectives. Develops realistic action plans. Manages own time effectively. Avoids disrupting the time management of others. Professionalism - Approaches others in a tactful manner; reacts well under pressure; treats others with respect and consideration regardless of their status or position; uses appropriate tone of voice, avoids slang, jargon, and inappropriate language. Accepts responsibility for own actions; follows through on commitments. Quality - Demonstrates accuracy and thoroughness; looks for ways to improve and promote quality; applies feedback to improve performance; monitors own work to ensure quality. Monitors work of others to insure quality standards are being met on a consistent and regular basis. Quantity - Meets productivity standards; completes work in timely manner; strives to increase productivity; works quickly. Safety and Security - Observes safety and security procedures, determines appropriate action beyond guidelines; reports potentially unsafe conditions; uses equipment and materials properly. Adaptability - Adapts to changes in the work environment; manages competing demands; changes approach or method to best fit the situation; able to deal effectively with frequent change, delays, or unexpected events. Attendance/Punctuality - Is consistently at work and on time; ensures work responsibilities are covered when absent; arrives at meetings and appointments on time. Dependability - Follows instructions, responds to management direction; takes responsibility for own actions; keeps commitments; completes tasks on time or notifies appropriate person with an alternate plan. Commits to a longer work day or work week as needed to achieve team and individual goals. Initiative - Volunteers readily; undertakes self-development activities; seeks increased responsibilities; takes independent actions and calculated risks; looks for and takes advantage of opportunities; asks for and offers help when needed. Innovation - Displays original thinking and creativity; meets challenges with resourcefulness; generates suggestions for improving work. Presents ideas and information in a manner that gets attention.Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.Education and/or Experience: College degree or equivalent course work preferred. Some related experience or equivalent combination of education and experience desired. Experience in the following areas is most desirable: Bidding, Training, Supervising, and/or distribution environment.Language Skills: Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, vendors, and/or employees of the organization.Mathematical Skills: Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.Reasoning Ability: Ability to apply common sense understanding to carry out detailed written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations.Computer Skills: To perform this job successfully, an individual should have basic PC proficiency; basic knowledge of Microsoft Outlook (preferred) or another email Internet program; knowledge of database software; order processing systems; spreadsheet software and word processing software.Work Environment: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of a Team Lead. This position requires sitting at a desk for the majority of the work day.

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About this company
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School Health Corporation is the leading supplier of medical supplies and equipment to school nurses, athletic trainers, and other specialty...