General DescriptionWe are hiring a leader to build a team that will elevate our Customers' experience and add value as a service leader. The successful candidate will manage individuals performing Customer Service and Order Management functions including order processing, procurement, expediting, and issue resolution including returns. We are searching for an individual with a solid customer-oriented business management acumen and a deep understanding of purchase order/invoice business systems.
Specific Responsibilities- Provide the vision and guidance for outstanding Customer Service to our Customers while embodying the R.E. Mason brand and Core Values.
- Provide formal leadership for the Customer Service team; including team development, mentorship, performance conversations and individual career development.
- Work closely with the Inside Sales team, Services team and the Accounting team leaders to collaborate, improve processes and resolve issues.
- The Customer experience team manages an extremely high volume of daily work. Overseeing order management, balancing workloads, handling escalations, managing priorities, and ensuring the team is meeting service expectations.
- SOP development, training, system changes, and continuous improvement
- Ensure the quality and accuracy of the work performed by the Customer Service team.
- Develop the coverage model and resource strategy to optimize Customer Service team alignment with internal teams and Customers.
- Create and improve order management processes including; order workflow and communication processes with business unit management, accounting, sales, and other internal teams.
- Establish, track, and analyze individual & team metrics to reduce expenses, improve effectiveness, and meet order processing and Customer responsiveness time targets.
- Manage and set-up of Customer EDI processes.
QualificationsRequired Competencies- Strong business acumen, accounting skills and the ability to reason through constantly evolving business scenarios
- Strong Customer Experience and Customer Service focus
- Familiarity with sourcing and vendor management
- Understand order processing systems and supply chain management
- Able to manage difficult situations and respond promptly to internal customer needs.
- Excellent interpersonal, verbal and written communication skills
- Provides candid feedback to others as needed and navigates crucial conversations.
- Motivates others and drives a strategic vision within the organization
- Detail-orientation and good analytical skills
- Understanding of technical product purchases orders & service contracts
- E-commerce experience and background
- Ability to translate your skills to other employees through training and mentoring
- Ability to work in a team environment; a team player
- Self-directed, self-motivated and detail oriented
- Organized and reliable
- Demonstrates integrity
- Time management and multitasking
Required Education and Experience- Fluent in English
- Excellent verbal and written communication skills
- 8+ years Customer Service experience
- 2+ years supervisory experience
- Bachelor's Degree in Business Administration or a related field preferred
Preferred Experience/Competencies- IFS or Equivalent CRM/MRP experience
Physical Requirements- Standing
- Kneeling
- Pushing and Pulling
- Using a Telephone
- Walking
- Reaching Overhead
- Lifting - 25 pounds
- Driving
- Sitting
- Climbing
- Using a Computer
