About this role
Key Duties & Accountabilities (Primary responsibilities & quantifiable measurements)
Essential Functions (Essential/secondary functions that support the primary responsibilities)
- Support local customer service managers in the day-to-day operations within Customer Service. Supervising staff and allocating tasks to ensure timeliness, accuracy, quality and performance standards
- Reallocate workflow with temporary assignments to expedite and maintain orderly workflow based on business and customer service department priorities
- Set an example by embracing the mission and leveraging best practices to deploy strategies focused towards that mission
- Develop, implement and contribute to the continuous improvement of customer service and merchandising written work instructions, service procedures, policies and standards, and operationalizing personalized service
- Provide at-need coaching and access to training resources to train new employees, and provide continuous coaching to elevate staff capabilities, and ability to service internal and external customers
- Control resources and utilize assets to achieve qualitative and quantitative targets
- Develop and track Customer Service KPIs, analyze statistics and compile accurate reports to elevate service quality, reduce service failures and contribute to protecting margin
- Take ownership of any excecated customers issues and follow problems through to resolution.
- Keep accurate records
- Maintain an environment of collaboration between customer service, purchasing, sales, design, manufacturing and shipping
- Participate as an active member of the local Management Lead teams
- Keep executive team, office and plant teams up to date on trends, potential service issues and opportunities
Organizational Core Values (Behaviors and values that are essential to be successful in our environment)
- Customer service begins inside - We serve our colleagues with excellence so we can serve our customers with excellence.
- Get it right the first time - We are reliable, thorough, practice active listening and pay attention to detail to ensure the best results.
- Philosophy of velocity - Our responsiveness and speed to market give us the competitive edge.
- Personalized Service - We go beyond what the customer expects, understand what they are going through, and anticipate their needs to make their interaction with us the best experience of their day.
- Act like an owner - We are empowered to protect, cultivate and grow our business responsibly.
- We cant stop learning - We know our stuff, embrace change and relish feedback.
Qualifications
Educational/Training Requirements/Experience (What your background should look like)
- Bachelors degree preferred
- Proven working experience leading teams
- Strong, proven experience in a customer service related position
- Excellent knowledge of business methods and techniques
- Supervisory and management experience required
Minimum Skills, Knowledge & Ability Requirements
- Ability to think strategically and to lead others
- Outstanding verbal and written communication skills
- Advanced trouble-shooting, problem-solving and multi-tasking skills
- Demonstrated initiative in personal professional development
- Proficiency in Microsoft Office
- Experience with Amtech/Encore preferred.
- This role will require regional travel (20-30%)