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Customer Service Operations Manager
Eingestellt von Real Staffing Group aus Frankfurt am Main
Gesuchte Skills: Support, Sales
Projektbeschreibung
As a Customer Service Operations Manager you will be responsible for:
Collaboration within team to promote excellence in customer support, share ideas and knowledge, and contribute to the success of the organization
Manage a team of 6-10 customer service representatives responsible for pre- and post- sales support of capital and consumable products.
Develop and propose new and/or revised processes and metrics to support and reflect the strategic direction of the company
Validate existing processes and metrics for all facets of operations and customer care
Review and analyze daily and weekly operations and customer care reports. Monitor operations performance and provide guidance and direction to direct reports. Recommends appropriate course of action to respond to customer complaints.
Effectively partner and build productive working relationships with direct reports, peers, leadership, and other departments
Manage all facets of customer retention including participating in the resolution of escalated customer issues.
Understanding and correctly utilizing resources provided by internal systems, departments, policies, and procedures
Work cross-functionally to identify, drive, and maintain key business opportunities/requirements
Select, develop, and evaluate personnel to ensure the efficient operation of the function.
Responsible for employee staffing and ensuring program training, including product knowledge, proper language/communication training and support of overall service requirements.
Develop and maintain metrics to monitor department performance and effectiveness.
Develop, evaluate and update procedures and processes to ensure regulatory and SOX compliance.
Requirements include:
6-10 years of experience working in Customer Service/Order Management environment with a minimum of 5 years in a management/supervisory position.
Excellent leadership, communication, and analytical skills
Ability to think strategically and deliver tactically
Demonstrated ability to develop employees at all levels of the organization
Solid understanding of statistical concepts and their application to operations along with expertise in the use of technical/statistical tools to drive quality and process improvement
Experience with customer relationship management and software systems--SAP (ERP) and Clarify (CRM) a plus.
Analytical, critical thinking skills and attention to detail are required
Ability to lead cross-functional process teams.
Strong ability to constructively challenge the process and make relevant and scalable improvements
Excellent oral and written communication skills.
Flexible and able to work and thrive in a fast pace work environment
Able to make an impact at all levels of the organization
Resourceful and innovative at tackling complex challenges in a timely matter
Minimum travel required.
Salary:
$110K to $120K depending on experience + benefits + bonus + stock options
You:
If you or anyone you know might be interested in hearing more about this position or others, please send me a copy of your resume..
Projektdetails
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Einsatzort:
California-Silicon Valley/san Jose, Vereinigte Staaten
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Projektbeginn:
asap
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Projektdauer:
Keine Angabe
- Vertragsart:
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Berufserfahrung:
Keine Angabe
Geforderte Qualifikationen
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Kategorie:
Marketing/Vertrieb, Sonstiges