Job DescriptionSummaryProvides strategic leadership and direction for the delivery of pre- and post-sales services and support to clients/customers. Manages all facets of customer retention (CRM) including participating in the resolution of customer concerns and defining and developing a customer contact strategy. Assignments tend to be of moderate complexity, diversification or expense. Receives assignments in the form of objectives with goals and process to meet goals outlined. Normally receives instructions on new projects or assignments.
Essential Duties and Responsibilities- Analyzes operational processes, escalation procedures and performs training needs assessments for identifying opportunities for service delivery improvements and value add to the customer/clients.
- Develops customer service department procedures.
- Liaises between customers and manufacturing, sales, field service, order processing and accounting to resolve status, production, delivery and billing inquiries.
- Develops and manages return materials authorization (RMA) processes for ensuring customer returns, exchanges are done with speed and accuracy, and all client/customer service delivery issues are resolved.
- Selects, develops, and evaluates personnel to ensure the efficient operation of the function.
- Daily availability to include evenings and weekends when necessary to reach goals and deadlines.
- Other duties may be assigned.
Supervisory Responsibilities This job provides general supervision to a functional area which may include supervision of lower-level supervisors and direct supervision of other exempt and non-exempt personnel. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include providing leadership to employees, interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
Competencies To perform the job successfully, an individual should demonstrate the following competencies:
- Analytical - Collects and researches data; uses intuition and experience to complement data.
- Problem Solving - Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; works well in group problem solving situations.
- Project Management - Communicates changes and progress.
- Technical Skills - Pursues training and development opportunities; strives to continuously build knowledge and skills.
- Oral Communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions; participates in, facilitates or leads 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 - Gives and welcomes feedback; supports everyone's efforts to succeed.
- Leadership/ Managing People - Exhibits confidence in self and others; Inspires and motivates others to perform well; Effectively influences actions and opinions of others; Accepts feedback from others; Gives appropriate recognition to others. Comes to the forefront in case of crisis, and is able to think and act in creative ways in difficult situations. Holds team accountable. Ensures work responsibilities are covered when absent. Takes responsibility for subordinates' activities; Makes him/herself available to staff; Provides regular performance feedback; Develops subordinates' skills and encourages growth; Fosters quality focus in others; Improves processes, products and services. Continually works to improve supervisory skills.
- Business Acumen - Understands business implications of decisions.
- Ethics - Treats people with respect; works with integrity and ethically; upholds organizational values.
- Organizational Support - Follows policies and procedures; supports organization's goals and values.
- 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.
- Motivation - Demonstrates persistence and overcomes obstacles.
- Planning/Organizing - Prioritizes and plans work activities; uses time efficiently.
- Professionalism - Reacts well under pressure; treats others with respect and consideration regardless of their status or position; accepts responsibility for own actions.
- Quality - Demonstrates accuracy and thoroughness; looks for ways to improve and promote quality; applies feedback to improve performance; monitors own work to ensure quality.
- Quantity - Completes work in a timely manner; strives to increase productivity.
- Safety and Security - Observes safety and security procedures including using Personal Protective Equipment (PPE) as required and wearing company issued badge when on company property; Reports potentially unsafe conditions; Uses equipment and material properly.
- Adaptability - Adapts to changes in the work environment; able to deal with frequent change, delays, or unexpected events.
- Initiative - Seeks increased responsibilities; asks for and offers help when needed.
- Innovation - Generates suggestions for improving work.
QualificationsTo 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 Bachelor's degree (B.A.) from four-year college or university in a related field and 2-5 years of directly related experience and/or training; or equivalent combination of education and experience.
Salary Range: $77,900.00-$103,800.000
The anticipated salary range listed for this role is only an estimate. Actual compensation for successful candidates is carefully determined based on several factors including, but not limited to, location, education/training, work experience, key skills, and type of position.
