Customer Service Manager Job Description Sample
Customer Service Manager
Manages customer service relations for pharmaceutical product programs to ensure that business and service delivery goals are accomplished within prescribed time frame, business specifications, and funding parameters, and in accordance with Concentra and department policies, practices and procedures. Manages overall office administrational functions and serves as a key contact with vendors and service providers (Concentra and established network) for daily operations. Coordinates and provides continuous analysis of Concentra resources (Customer Service Team, centers, IT) and external (network) resources to ensure exceptional service delivery for patients, Pharma partners, and all internal and external clients.
401(k) with Employer Match
Paid Time Off
Colleague Referral Bonus Program
Assists in development of process and work flow definitions/refinements to maintain operational service level agreements (SLAs)
Proactively manage process to minimize inefficiencies
Optimizes the use of technology to create scalable solutions to business challenges
Manages Customer Service Team scheduling and coordination process
Coordinates on-boarding activities for all new pharmaceutical dispensing clinics including:
Acquisition and storage of proper licensing and other necessary onboarding paperwork
Setup and maintenance of pharmaceutical dispensing software
Training of how to use pharmaceutical dispensing software
Coordinates scheduled and ad hoc reporting as required or requested by Concentra and/or client
Serves as liaison client and network providers, representing Concentra for day to day operations
Manages Network compliance with all SLAs
Assists in coordination of Network billing and payables activities
Supports growth or provider network as needed
Performs other duties as assigned
- Bachelors Degree or equivalent experience in a related field
Customer service experience
2-5 years experience in related field
Experience managing/coordinating, producing results in network environment or decentralized locations
Back end business process experience, i.e. billing, payables, charge entry
Customer Service Manager
The customer service manager or CSM will effectively assist the store director in general management duties and share responsibility for the store's operation and performance. The customer service manager (CSM) is the second in command in Bashas' format stores and 3rd in command in Food City and AJ's Fine Foods format stores.
Some Job Responsibilities include:
Serving as the leader of his/her store team, and as such an excellent role model, coach, performance evaluator and trainer.
Creating a store environment members want to work in and customer want to shop in.
Supervising and implementing initiatives for the company customer service programs.
Coaching, acknowledging member and team accomplishments, and reviewing customer service and sales tracking reports.
Supervising department managers and aiding them with recruiting, training, employee performance initiatives, sales and marketing program execution.
Engaging with customers through smiles and greetings, offering product information, providing selling suggestions and active sampling (when appropriate) and always giving a genuine thank you.
Observing and enforcing all store rules and company policies.
Overseeing the selection and training of new members.
Executing, communicating and supporting all merchandising programs.
Providing excellent knowledge of all products merchandised in the store.
Overseeing the ordering products and supplies, the auditing all products received, ensuring proper shelf stock levels for our customers and minimum levels of product shrink.
Ensuring compliance with all heath department and weights and measures department guidelines and requirements.
Helping to ensure the proper merchandising of all departments.
Achieving store and department sales and profits goals.
Controlling store labor, inventory, product out of stocks and shrink.
Ensuring all safety equipment is maintained and all store members act in accordance with company safety guidelines.
Operating a cash register.
Performs other duties as needed or assigned by management. Applicants should have at least 2 years of retail grocery management experience.
Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time;
This description reflects management's assignment of essential functions; it does not proscribe or restrict the tasks that may be assigned;
This job description is subject to change at any time
Employer provides reasonable accommodations to a qualified employee that does not impose an undue hardship on the employer.
Customer Service Manager
In partnership with the entire ProAmpac Flexible Packaging Division Team, the Customer Service Manager will be responsible to lead and develop a unified service team, focused on a shared vision and strategies that deliver positive end-to-end customer experiences. The incumbent will also be responsible to build customer loyalty by proactively managing the customer's experience, including communication excellence in support of customer expectations and providing innovative service solutions with strong partnerships throughout the business.
Essential Duties and Tasks
To perform this job successfully, an individual must be able to perform each essential job function satisfactorily. Reasonable accommodations may be made, upon request, to enable individuals with disabilities to perform the essential functions.
Align team resources and workloads to maximize productivity to deliver customer requirements. Provide leadership regarding escalated issues and work in collaboration with other functional areas to resolve requirements, customer orders, graphics issues, ship dates, quality concerns etc. to meet customer expectations.
Holds team accountable for accuracy and lead as a champion for quality in all processes.
Build forward-looking skillsets within the team to take on advanced roles within the company.
Coach team to ensure individuals are implementing corrective action to eliminate non-conformances; understand root cause with repetitive errors and address accordingly.
Ensure teams are engaging with external and internal customers appropriately, providing a high degree of service.
Seek out Continuous Improvement opportunities and to understand how your solution impacts the upstream/downstream process. Lead implementations of potential solutions across the broader team.
Maintain customer loyalty through positive customer engagement and service excellence. Engage in face to face discussions with customers to improve our business.
Serve as first escalation point in the event of customer escalations.
Managing complex service models and provide guidance to team
Support ProAmpac culture and core values, drive engagement and overall positive employee experience through strong change management and communication
All other duties as assigned.
Qualifications, Education and Experience
Bachelor's Degree in Business or related field from a four-year college; or five plus years related experience and / or training in a manufacturing organization; or equivalent combination of the two.
Experience using Microsoft Office Suite (Word, Excel, Power Point), Visio, and Outlook email and calendar capabilities.
Maintains strict confidentiality and protects privacy of confidential/sensitive information.
Exceptional time management and organization skills. Ability to manage multiple tasks and projects simultaneously establishing priorities to meet deadlines.
Ability to communicate effectively (verbal, written, and presentations) with executive leadership, staff, and internal and external clients.
Proactive; exercises sound judgment and decision making; able to identify problems and needs and develop solutions and/or options.
Excellent interpersonal skills.
Self-confident, self-motivated polished professional who thrives in a challenging, fast-paced environment.
Builds Customer Allegiance Leverages Business Acumen
Communicates Openly Embraces Continuous Improvement
Drives Growth Drives Continuous Learning
Develops People Including Self Builds Organizational Relationships
Work primarily in a climate controlled indoor environment with minimal safety/health hazard potential. Hearing protection, safety shoes and vision protection required.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. Employee is regularly required to stand; walk; use hands/fingers to type, hold, handle, or feel; and reach with hands and arms. The employee is regularly required to talk or hear. The employee must occasionally lift and/or move up to 10 pounds.
Always take ownership and be accountable for your actions. This job description is a tool for you to follow while at ProAmpac. Other job duties may be assigned to you, this outline is not to be considered a detailed description and you may have other duties/projects assigned to meet business needs. Good and reliable attendance, positive attitude and at or above job specific metrics and/or goals will reflect on your annual review. Always take ownership of your job and team.
ProAmpac provides equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other classification protected by state, federal, or local law. Further, the company takes affirmative action to ensure that applicants are employed, and employees are treated during employment without regard to any of these characteristics. Discrimination of any type will not be tolerated.
Customer Service Manager
Reporting to the Associate Call Center Director, the Call Center Manager will assist with handling escalated issues. Provide escalated technical and operational support to customers with higher-level needs. You will be assisting in a wide variety of higher-level technical operational issues relating to customer accounts and our service functionality.
Assist Associate Call Center Director in managing the Hollywood technical support teams.
Provides highest level of technical assistance to j2 priority customers via phone and email.
Attend operations meetings as CS management representative to provide input, report issues and/or communicate information back to the team.
Conduct interviews for potential new hires. Train and mentor front line Support Call monitoring/Weekly QA sessions with agents. Coaching is a key part of this position.
Analyze call stats and adjust team schedules accordingly. Work with agents to ensure that all call center metrics are being met. Deliver performance improvement plans/disciplinary actions to employees when needed.
Manage/Assist in creating new hire training materials as well as enhancing existing training programs for call center.
Works directly with Network Operations and Engineering team to research and resolve problems. i.e. identify bugs and suggest/implement system enhancements.
Serve as Project Manager for any projects involving Customer Service. Such as, designing and integrating an IVR, design call flows for new hunt groups and review/change call flows of existing phone queues.
Creates escalation tickets for all customer impacting issues, taking ownership of the issue and seeing it through to resolution.
Job Requirements and Experience:
Minimum 3+ years of experience managing a support customer service team
Working knowledge of PC's and their applications (Word, PowerPoint, Excel, Access, and Outlook)
Proven ability to lead and manage a highly technical team in fast growing and constantly changing environment.
Ability to coach employees from rep to supervisor level.
Excellent verbal and written communication skills
Excellent planning and organizational skills with effective follow-up and follow-through.
Strong problem solving skills required to troubleshoot, work with internal teams and resolve technical issues.
Project Management - Manage integration of new products into call center, migrations of customers into existing brands and implementation of new features to existing brands.
Advanced troubleshooting and multi-tasking skills
Customer Service Manager
Mechanics Bank is looking for a Customer Service Managerfor our new location in Redding, CA.
With minimal guidance or direction, supervises and directs the retail office operations employees in performing their duties and responsibilities in accordance with established Bank policies and procedures. Provides assistance on more complex transactions,and ensures a high level of customer service. Promotes business development for the retail office. Essential/Required Duties and
Sets priorities for retail office operations, identifies and analyzes operating issues, and solves operational and employee issues.
Supervises and directs office employees, organizes retail office operations to achieve business activities, schedules, deadlines, and customer requirements to provide superior customer service. Adjusts schedules and assignments to create smooth operationsand office efficiencies.
Provides guidance, training, and coaching to employees, and makes assignments to promote employee development. Sets performance expectation, counsels employees on performance and behavior issues, and takes corrective action.
Exercises full responsibility of a supervisor, including staffing, performance appraisals, promotion and salary increase recommendations, disciplinary actions up to and including terminations, coaching, training, and development. Ensures that compliancetraining and standards are met.
Ensures that established procedures are followed for account transactions and maintenance, safe deposit box activity, vault, customer confidentiality, key control, cash control, and records retention. Ensures adherence to all security and safety/ergonomicprocedures/standards. Provides security coaching and counseling to employees to reinforce periodic formal security training.
Resolves the most difficult operations issues, including customer complaints; approves checks and other transactions requiring authorization; approves exceptions.
Administers monthly, quarterly, and annual self-audit checklist, reviews and approves daily reports including director, cash balance, and kiting reports. Verifies cash-on hand balances.
Coordinates operations/platform coverage with Financial Services Manager and/or Office Manager, promoting teamwork, excellent customer service, and the promotion of Bank products and services. As required, directs subordinates to perform New Accounts dutiesand responsibilities.
Takes steps to stay within Office budget by controlling expenses and operating efficiently. Coaches and guides operations staff in Bank-wide business development opportunities, including office and Bank wide campaigns and referrals.
Provides input for improvement in processes, procedures, and policies within operations in the Office, regionally, and Bank-wide.
Manages the office in the absence of the Office Manager. We offer a full range of benefits to support the financial goals and personal needs of our employees and their families.
Our bank is built on exceptional people like you who are genuinely committed to providing their personal best every day for our customers. Since 1905, Mechanics Bank has been a leading community bank. We are one of the largest banks headquartered in the
Bay Area and we're still growing. We're looking for more great employees. If you make our team, you'll join the best of community banking. We offer a wide range of automatic and elective benefits and programs to support your personal needs and financial goals.
See Benefits and Programs link on our Careers page. Salary commensurate with experience. No relocation, no agencies, please.
Essential/Required Knowledge, Skills, Abilities, Education and Experience:
Thorough knowledge of retail office operations, including complex transactions, procedures and policies.
Knowledge of banking regulations pertinent to retail operations. • Leadership ability to supervise and direct subordinate employees, and to provide coaching and development.
Skill in dealing with customer issues under stressful situations.
Attention to detail and accuracy.
Excellent organizational skills to direct workflow, balance assignments, and provide consistent scheduling to ensure complete office coverage.
Ability to meet deadlines.
Skill in balancing risk management and providing excellent customer service.
Certifications, Licensing, and other special qualifications:
May require Notary certification, depending on assigned office or department.
May require registration as a mortgage loan originator (MLO) under the "Secure and Fair Enforcement for Mortgage Licensing Act".
Mechanics Bank is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, religion, national origin, age, genetic information, veteran status, or on thebasis of disability, gender identity, sexual orientation or other bases prohibited by applicable law.
Please view Equal Employment Opportunity Posters provided by OFCCP here.
Customer Service Manager
Class Definition Benefits Supplemental Questions
The Customer Service Manager (CSM) is responsible for identifying and resolving problem filings; processing refund requests; actively promoting and managing continuous improvement in customer service standards; assisting with special projects; and performing other tasks as needed. The CSM is a key member of the team responsible for developing and identifying the Business Services' diverse audiences necessary to create and implement customer engagement opportunities. The CSM champions first class service for our customers throughout their interaction with the Business Services Division. The CSM ensures effective and efficient dealings with all customers and must be able to manage customer expectations appropriately with the objective of achieving customer satisfaction.
The CSM is intellectually curious, highly motivated and has a strong sense of public service. A confident, strategic and critical thinker, the CSM possesses a good sense of humor, a commitment to improvement and a desire to promote the achievements, mission, vision, goals, and objectives and programs of the Division.
Illustrative Examples of Work Performed:Administrative Duties: The CSM performs work directly related to the general business operations of the Business Services Division. The CSM's duties include, but are not limited to:
Manage day-to-day customer touchpoints (phone, email, ratings and reviews, customer surveys etc.) Assist customers and staff with identifying and resolving filing issues;
Act as an escalation point for all customer complaints – tier 2 and above – when requested;
Answer all general correspondence (mail/e-mail) forwarded to the Business Services Division;
Research and return miscellaneous checks mailed to the Business Services Division;
Process all refund requests. Prepare all related correspondence;
Act as payment processing liaison between RI.GOV and the Business Services Division. Handle duplicate payments, chargebacks and any other payment issues;
Perform record checks for law enforcement, judiciary and other state agencies;
Perform database checks for liquor license renewals as requested by city/town clerks;
Review documents remitted for filing with "school" or "university" in the title to determine filing eligibility, correspond with RI Department of Education or RI Office of Postsecondary Commissioner;
Correspond with RI Department of Children, Youth and Families (DCYF) to notify the department of new pre-school and daycare filings;
When necessary perform Certification Clerk duties;
When necessary perform Document Processor duties; and
When necessary assist with employee training.
In conjunction with the Business Services Leadership team, the CSM has an active role in the development of the Division's customer service programs by assisting with:
The development of guidance documents (internal and external) and the management of customer focused policies;
The execution of special projects determined by the Business Services Leadership Team;
The Identification of customer service best practices and assist in implementing best practices that make sense for the Division;
The development of comprehensive referral processes (internal and external);
The Identification of ways to engage customers and help them showcase and highlight their businesses;
The identification and use of internal tools that better serve our customers (website, business assistant, forms, reports, etc.) and provide suggestions on new tools;
The creation of shared documents to assist the customer service teams to provide consistent customer experiences;
The training of customer service teams on best practices, standards, policies and procedures;
The development of focus groups and creation of action plans based on focus group feedback; development of professional relationships with external entities to create partnerships;
The identification with IT, Communications and Sr. Data Analyst regarding data reporting from multiple sources including the POS system to track trends and identify changes in customer needs;
Developing marketing activities for the Division; and
Supporting other aspects of the Department and Division work as it relates to customer service and customer support.
Required Qualifications for Appointment:EDUCATION AND EXPERIENCE
Bachelor's degree from an accredited college or university and/or experience gained through employment in a similar field or other responsible position in a public agency or in private industry; or any combination of education and experience that shall be substantially equivalent to the previously described education and/or experience.
KNOWLEDGE, SKILLS & ABILITIES
Flexible, resourceful, and happy to solve problems as they arise
Ability to maintain calm under pressure
Ability to manage large number of calls and emails
Excellent writing and editing skills and the ability to meet tight deadlines in a demanding, fast-paced office
Strong interpersonal skills and ability to communicate with stakeholders at multiple levels
Able to work on multiple projects concurrently and self-prioritize in a changing environment
Excellent oral communications skills. The individual must be an inclusive collaborator and communicator able to prioritize workload effectively
Strong customer relations skills
Understanding of Microsoft Office products
Ability to speak additional languages is a plus
This description is a general statement of required duties and responsibilities performed on a regular and continuous basis. It does not exclude other duties that may, from time to time, be assigned by the Director of Business Services.
Please submit resume and cover letter with application.
Customer Service Manager
Support the front-line team by consistently using feedback from the customer experience department and other internal and external partners to improve the overall experience for all customers.
The Customer Service Manager is responsible for providing strategic leadership and direction for the delivery of a WOW experience both pre- and post-sales service, supporting the needs of our customers. Analyzes operational processes, escalation procedures, and performs training needs assessments for identifying opportunities for service delivery improvements and value add to our customer. Develops customer service department procedures. Liaison between customers, manufacturing, marketing, and finance to resolve status, production, delivery and billing inquiries. Selects, develops, and evaluates personnel to ensure the efficient operation of the function.
Outcome / Responsibilities:
Cultivate environment of trust, teamwork, self-confidence & ownership
Develop & implement programs to motivate employees & stimulate high sense of business ownership & urgency
Ensure compliance w/operational instructions, state, federal regulations, policies & procedures
Ensure high level of customer satisfaction, client relations & quality standards
Ability to effectively manage competing priorities, multi-task & demonstrate initiative in completing projects on time
Provide leadership, communication, coaching, professional development & skills enhancement to teams handling inbound and outbound contacts.
Analyze department performance & proactively identify & implement strategies to improve quality, productivity & profitability
Identify & address training & development needs
Strategic thinking to find creative ways to improve customer satisfaction through quality of service and first call resolution
Responsible for presenting team performance to Sr. Leadership
Special assignments & other duties as assigned
Help develop and create a world-class customer service team
Education and Experience:
Bachelor's degree required and 5+ years of operational management experience.
Skills, Knowledge and Abilities:
Demonstrated effective leadership skills & experience leading teams of 15+ personnel
Excellent organization, prioritization, time management skills
Proven ability to lead and manage multiple projects through to completion with minimal supervision
Demonstrated ability to handle multiple priorities. Proven track record of using sound judgment in decision making & problem solving
Excellent verbal/written communication skills
Ability to work with multiple levels of management internally and with customers (or clients).
High integrity & ability to handle confidential information
Creativity and high energy level
Experience with Microsoft Suite including: Word, Excel, PowerPoint, and Outlook or comparable software application.
Sound judgment in decision making/problem solving.
Team player, innovative, excellent facilitation skills.
Strong analytical and PC skills in Outlook, Microsoft Office, Excel, Power Point and Word.
This position has supervisory responsibilities.
This job operates in a clerical office setting. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.
Customer Service Manager
Do you a have passion for building and leading teams? Are you a customer service guru with experience creating and running efficient customer-oriented organizations? Are you a problem-solver who would jump at the opportunity to put your successful track record to work implementing cutting-edge process improvement? Does working for a leading natural health and wellness supplement company excite you?
If so, apply now for the role of Customer Success Team Leader at one of the world’s most respected and fastest-growing natural health companies!
Leads the Customer Success Team to provide a best-in-class customer service experience to “Every Customer, Every Time.” The CST Leader will develop effective customer service procedures, implement technical support and “upsell” strategies, create customer satisfaction goals and benchmarks, and improve existing processes. The CST Leader will coach and mentor team members to improve customer retention and maximize revenue generation opportunities through delightful and responsive service, product education, and customer-centric mindset.
- Hire, train, coach, lead and motivate the Customer Success Team.
- Develop and implement training programs and improvement processes that increase sales in assigned accounts and maintain the quality and service level in the department expected by our customers.
- Maintain professional and technical knowledge by tracking emerging trends in customer service management, reviewing professional publications, establishing personal networks and benchmarking state-of-the-art practices. Make recommendations to management for system improvements.
- Accountable for: performance, professional development, and retention of CST members; managing business metrics to continuously improve the customer experience; increasing sales in assigned accounts; ensuring the department budget is in line with company goals; and maintaining operational standards across all areas.
- Areas of responsibility include, but are not limited to, order entry, phones, email, returns, credits, customer service management, and department expenses. Monitor daily, weekly, monthly and quarterly reports and trending activity, including information from the phone system, department sales, and “up- sells.”
- Ensure timely follow-up with customers and sales representatives on requests and complaints, support challenges, and pricing and delivery issues.
- Prepare performance reports by collecting, analyzing, and summarizing data & trends, including monitoring random calls to improve quality and minimize errors, taking corrective action when needed
- Ensure direct reports follow documented processes and procedures. Provide appropriate training and encourage stellar employee performance and communication.
- Serve as “backstop” for difficult calls or issues, assisting with dissatisfied or angry customers, and/or handling complaints or questions that cannot be adequately fielded by Team members.
- Work with Sales Department (Retail, Professional, Mass Market, Private Label, E-Commerce, and International).
- Work closely with Shipping Department to ensure all customer needs and special needs and/or requests are met.
- Create, execute, and manage “upsell” sales programs in coordination with Retail Sales management Team (RSMT).
- Must be an excellent mentor and teacher
- High level of problem-solving skills required
- Must be an attentive and empathetic listener
- Must be highly motivated, able to multitask, work efficiently and solve problems
- Must be able to work in times of high stress
- Strong communication skills, both written and verbal
- Strong follow-through required
- Must be able to maintain accuracy with attention to detail
- Strong organizational skills required
- Must possess a patient but positive attitude, professional courtesy, and a desire to exceed expectations
- Must have excellent time management skills and be adept to change
- Must possess computer skills, including Microsoft Office Suite
- Willingness to work a flexible full-time schedule including nights and weekends when necessary
Education and Experience
- High school diploma or the equivalent required
- Two or four-year degree a plus
- Prior management experience required
- Prior leadership in a call center and/or outbound phone sales environment required
Customer Service Manager
Customer Service Manager
The Customer Service Manager position is responsible for directly managing Customer Service Account Specialists to ensure that the order management process is operating efficiently. The role will also have active participation in large-scale projects within the Commercial Services Team in order to aid in process improvement.
PROMOTING EXCELLENT CUSTOMER RELATIONS:
Through regular coaching and follow-up, ensure that the customer service team works with both external and internal customers in a professional, collaborative, and creative manner.
Ensure proper sales order and customer complaint ownership.
Make periodic check-in calls, via phone or in person, with key customers to promote customer service.
Act as a working partner with the commercial team to promote customer relations and establish Momentive as a service leader.
EFFECTIVELY MANAGE THE CUSTOMER SERVICE TEAM OF EMPLOYEES:
Perform annual performance evaluations and salary reviews for customer service employees.
Effectively balancing the transaction and service workload amongst team members to ensure maximized productivity and the best possible experience for the customer.
COMPLETING SENSITIVE TRANSACTIONS IN A TIMELY AND EFFECTIVE MANNER:
Ensure that customer orders entered are in adherence to defined standard operating processes.
Ensure complaints are entered, assigned, and closed within defined time parameters.
Ensure that debit and credit memos requests are processed in a timely manner.
ENSURING QUALITY OF SERVICE:
Ensure timely, error free processing for all related sales order transactions.
Ensure that sales orders are placed via the most effective channel for each customer.
Identify and implement process standardization and improvement opportunities where appropriate.
Ensure that all information reporting, provided by the customer service team, is timely and accurate.
Ensure customer service is performing to established target metrics.
3+ years of leadership experience in customer service (manufacturing or chemical industry preferred)
Bachelor's degree required
Must be able to effectively manage a group of associates with various backgrounds, levels of experience, and capabilities
Must possess exemplary oral and written communication skills
Must be able to think strategically as well as tactically
Ability to interpret performance metrics and orally present results
Ability to coach and develop people
Ability to interact with intricate business systems such as SAP
SAP experience preferred but not required
Proficient with MS Word , MS Excel, and MS PowerPoint (intermediate levels)
Experience successfully leading cross-functional projects preferred but not required
Six Sigma or lean experience preferred but not required
Customer Service Manager
To perform this job successfully, an individual must be able to perform the following essential duties satisfactorily:
The essential duties and responsibilities are listed below. Other duties may be assigned.
Make strategic decisions relative to backlog/production planning/ customer and order priorities.
Understanding of part numbers and functions
Manage core purchases to supplement GRS and customer pools.
Builds on customer relationships to cross-sell products for entire group.
Successfully manages and assures appropriateness of the order management process including discovering customer needs, articulating & creating an effective customer response, handling objections, providing customer solutions with delivery, product opportunities based upon customer need.
Asks for the trust and support of the customer to ensure that the company is allowed to complete delivery to customer.
Responds to customer and reseller requests for assistance.
Meets scheduled on time reporting requirements.
Maintains a professional and courteous attitude with customer regardless of customer response.
Applies strong communication skills: Effectively listens, probes situations, analyzes needs, recommends or resolves issues.
Takes ownership of customer purchase orders to ensure the expectations of the customer are met and/or exceeded.
Demonstrates empathy to customer complaints and applies soft skills to diffuse angry customers.
Cold calling and further selling to target customers.
Back up to Purchasing/Payables
Assist in management and collection of receivables
Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled
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