- Responsible for the day-to-day operations of a team of representatives handling customer service requests and issues via telephone and email, primarily involved in quoting, order maintenance, and problem resolution.
- Conducts quality monitoring of calls and emails.
- Reviews reporting to identify performance gaps.
- Provides coaching and feedback to increase representative performance.
- Handles personnel activities, including hiring, training, development, payroll, corrective action, and performance evaluation.
- May occasionally assist the team with quotes or order maintenance.
- Handles customer escalations and follows through to resolution.
- Acts as a liaison between sales and customer service.
- Supports the sales staff through regular meetings and communication.
- Ensures the department meets profit goals and controls operating costs.
- Requires a bachelor's degree or an equivalent combination of education and experience.
- Requires at least 5 years of related experience.
Advanced customer service skills, including communication, de- escalation, and negotiation. - Project management or process improvement skills desired.
- Basic understanding of the industry and product.
- Knowledge of contact center operations desired.
- Proficiency with SAP products is a plus.
- Ability to train, evaluate, and direct the work of assigned employees.
- Excellent written and verbal communication skills, including effective listening.
- Advanced problem-solving skills and creative thinking.
- Ability to drive results and address performance issues in a timely manner.
Compensation: This is a salaried exempt role. The starting salary range for this role and market is between $76,800 to $100,800 annually. Factors that may affect starting salary include geography/market and the skills, education, experience, and other qualifications of the successful candidate. Employees in this role are also eligible for an annual bonus in accordance with the terms of the Company's applicable plan. Employees in this role are not eligible for overtime.
Benefits: Subject to applicable eligibility requirements, the following benefits are offered for this role: tuition reimbursement; medical, dental, and vision insurance; prescription drug coverage; 401(k) retirement plan; short-term disability insurance; 8 weeks paid birthing leave; 2 weeks paid bonding leave; life and long-term disability insurance.
Depending on date of hire, and subject to applicable eligibility requirements, new employees in this role also receive up to: 12 days paid time off, 2 paid well-being days, 1 paid volunteer day, 12 paid holidays, and 3 floating holidays per year.
