Description
Summary: Responsible for managing Service Department team of specialists ensuring sales support service standards are managed and maintained and customers receive quality product and excellent customer care.
Key Responsibilities
• Oversee the service technicians’ and customer support agents’ daily functions including phone availability, order processing and account management.
• Develop, implement, and maintain departmental procedures, policies and standards.
• Manage support team’s workload, communication and implementation of operational changes to increase efficiencies.
• Analyze data to determine the company’s level of customer service, define targets and track to ensure visibility and quality customer service.
• Improve customer service experience worldwide through data analysis, process improvement, agent development and deployment, and by implementing industry best practices.
• Mentor and develop service technicians and foster a collaborative and engaged environment.
• Take ownership of critical customer issues and follow through to completion.
• Performs other related duties as assigned by management.
Supervisory Responsibilities: Directly and/or indirectly supervises employees. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
Skills, Knowledge and Expertise
• Computer skills required: Inventory Software; Microsoft Office; Payroll Systems; Project Management Software
• Knowledge of export regulations and documentation requirements
• Knowledge of mathematics and basic statistics, including use of Excel for performance tracking
• Excellent customer service skills, including phone etiquette and email correspondence.
• Firm commitment to excellence and high standards
• Proven excellence in teambuilding and leadership skills; able to enhance team productivity and standards of work produced
• Excellent verbal and written communications skills including ability to listen attentively and to communicate information clearly and effectively
• Interpersonal influence; able to collaborate and work closely with other departments and leadership
• Excellent problem solving, process analysis, and improving business practice skills
• Outstanding time-management skills with proven ability to manage multiple projects at a time while meeting deadlines
• Good judgement skills with the ability to make timely and sound decisions
• Detail oriented and highly organized with the ability to prioritize duties and responsibilities
• Self-motivated, resourceful and adaptable; able to work independently within team focused environment
• Must possess a strong personal desire for improvement and the desire to motivate others to be better tomorrow than they are today
• Proficient with Microsoft Office 365 software; SAP experience preferred