Client Engagement Supv

Office Depot Louisville , KY 40202

Posted 6 months ago


At Office Depot and Office Max every leader is responsible for growing total sales and services within the location.; The Client Engagement Supervisor is a full-time role and will collaborate with the management team to drive customer satisfaction, community outreach and in store events for small and medium business. ;In partnership with the management team, S/he will provide guidance and direction to Sales Consultants and will facilitate ongoing training on the business model. This person will work closely with the management team to build a client/customer centric culture in the store and motivate and inspire associates to build strong relationships to increase customer retention.; The person in this position will quickly build ongoing client/customer relationships and become a trusted advisor by utilizing advanced selling skills and product knowledge.


This position will assist with the implementation of operational process to maximize store performance and financial results. ;Acts as a Change Champion, supporting implemented change.; The Client Engagement Supervisor, will also be a 'Key Carrier', and while functioning in this role, will be considered the Leader on Duty.; Primary Key Performance Indicator (KPI) is customer satisfaction (CSAT) and related results, such as Net Promoter Score (NPS).


High School diploma or equivalent education preferred

Minimum two years of experience in retail, supervisory experience in a sales driven customer oriented environment.

Other Information

Proactively acknowledges and engages every customer to ensure a positive customer experience. Utilizes and understands the Office Depot selling program to promote the sale of the best solution as well as additional products.

Drives positive customer satisfaction levels and provides effective training to associates to enhance the customer experience. Collaborates on community outreach initiatives and coordinating in store events with small and medium businesses to increase foot traffic and client/customer retention.

Works to continually develop personal selling skills and specialist product knowledge through sales and service tools provided.

Understands and builds overall awareness for Key Performance Indicators for the store.; Provide leadership to team to impact and improve results.

Coaches and inspires associates and assists store management in fostering a culture that builds trust, brand loyalty and exceptional service deliver.; Trains new associates in the use of new products and tools.

Responsibilities as an External Key Carrier include but are not limited to ensuring the safety and security of the building and associates during the absence of the management team. Performing opening or closing responsibilities.

This includes activation and deactivation of the store's alarm system. Responsibilities also include all cash handling, daily store balancing and system process for opening and closing of the store.

Routinely reviews cash handling, cashier and merchandise error logs, register voids, tax exemption and all related cash office audits.

Consistently maintains store appearance to company guidelines and keeps a neat, clean, well-stocked environment. Adheres to all standards related to signage labeling and merchandise presentation.

Ensures compliance with company policies, procedures and practices; and supports the company's loss prevention efforts.

Performs other duties as assigned.

Equal Employment Opportunity

Office Depot and Office Max is committed to providing equal employment opportunities in all employment practices. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, citizenship status, marital status, age, disability, protected veteran status, sexual orientation or any other characteristic protected by law.

Pay, Benefits & Work Schedule

Office Depot and OfficeMax offers competitive salaries, a benefits package, which includes a 401(k) and more, along with plenty of opportunity to move and grow within our organization! For immediate consideration for this exciting position, please click the Apply Now button.

How to Apply

Click the Apply Now button and follow the instructions on each page. When you have completed the application, click the submit button.

Fair Chance Ordinance

We will consider for employment qualified applicants with arrest and conviction records

City & County of San Francisco Fair Chance Ordinance

icon no score

See how you match
to the job

Find your dream job anywhere
with the LiveCareer app.
Mobile App Icon
Download the
LiveCareer app and find
your dream job anywhere
App Store Icon Google Play Icon

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Engagement Manager


Posted 2 days ago

VIEW JOBS 10/16/2019 12:00:00 AM 2020-01-14T00:00 <p><strong>COMPANY OVERVIEW:</strong></p> <p>Ntirety provides Multi-Cloud Managed Solutions that enable IT to shift from managing operational risk to creating a future-ready, agile enterprise. Ntirety is the only Managed Solutions Provider for multi-cloud solutions with guaranteed business outcomes. Our solutions are backed by the industry’s first and only Guidance Level Agreements (GLAs): actionable insights that improve mission-critical application security, cost, and agility. Our engineers in North America, Europe, and Asia deliver solutions that shift tactical Enterprise IT operations to business transformation for thousands of global customers. With fourteen data centers around the world, Ntirety also ensures strict compliance to PCI, HITRUST, HIPAA, FERPA, and GDPR guidelines and regulations. </p> <p>We are first and foremost a service company, enabled by technology… not the other way around. We believe that service is the core to creating a vibrant, “built-to-last” organization. If what we’ve said isn’t a mission you can get behind, or you are looking for a big paycheck to do more “directing” than “doing”… stop reading.</p> <p>Still with us? You likely believe that there is more to a job than just getting paid, and that the mission really matters. Good. Because we believe that too.</p> <p>For more information about Ntirety, please visit <a href="" rel="nofollow noreferrer noopener" class="external"></a>.</p><p><strong>Requirements</strong></p><p><strong>POSITION PURPOSE: </strong></p> <p>Engagement Managers (EM) own the customer relationship 24x7 and serves as their primary Ntirety advocate and point of contact. The EM will be responsible for understanding the customers Desired Business Outcomes (DBOs) and using those DBOs to generate Guidance Level Agreements (GLAs) specific to the assigned key customer. The EM is directly responsible for customer success and growth through giving guidance using the tools developed and provided by the company along with promoting products that are suitable for their business. This requires intimate knowledge of all assigned customers’ environments.</p> <p>The EM will work closely with both the Operational Support team and the Account Manager (sales) to provide accurate and relevant guidance and propose relevant solutions for customer growth. The EM will be an escalation point-of-contact for any outage incident that occurs in their customer base. The EM will assist in directing escalation calls and manage resources to find the solution to the issue. </p> <p>An ideal EM will have expert knowledge of the hosting industry. Engagement Managers must exhibit accountability, ownership, strong communication and organizational skills to insure a positive customer outcome. </p> <p><strong>ESSENTIAL JOB DUTIES AND RESPONSIBILITIES:</strong></p> <ul> <li>Delivering Guidance Level Agreements based on Performance and Availability, Security, and costs.</li> <li>Communicate effectively and consistently with clients, Sales, and all Operational Teams.</li> <li>Maintains close communication with identified key customers, as well as facilitate communication with internal teams if/when necessary. They are responsible for identifying potential areas of concern for customers before they arise and ensuring an enterprise-grade Service Delivery experience</li> <li>Responsible for coordinating the implementation of technical solutions, customer migrations (relocations, consolidations, cloud migrations), and Infrastructure modernizations/Optimization</li> <li>Accountable for assigned customers’ relationship NPS(rNPS); create roadmaps to maintain or improve rNPS scores</li> <li>Setup regular cadence calls with all assigned customers.</li> <li>Track all projects for assigned customers and report on progress internally</li> <li>Be accountable for up-to-date customer notebooks/run books and ensure the support teams are trained and held responsible for maintaining accurate and up-to-date customer notebooks</li> <li>Review customer environments with the Ntirety Support team to identify any performance and availability risks; communicate identified risks internally; develop risk mitigation plans with the account team. </li> <li>Work with the Support team to identify and make recommendations on the best technical solutions to meet their application needs. </li> <li>Identify and report on the most common issues and customer needs to ensure programs are developed and execute to address these issues.</li> <li>Coordinate with troubleshooting teams of experts to resolve complex customer issues when significant problems are unresolvable by conventional means.</li> <li>Attend product demos to be aware of new upcoming products; </li> <li>Attend weekly meetings for escalations, CAB and IRB; provide input and take actions as required to ensure highest levels of service availability and performance for assigned customer base. </li> <li>Continuously develop industry knowledge and learn new technologies to help educate our customers.</li> <li>Be held accountable for maintaining ITIL and similar compliance processes</li> <li>Ability to hold regular governance sessions with all levels of leadership, both internally and externally</li> <li>Follow and enforce our standard, documented Change Management Policy, Procedures and Checklists.</li> <li>Work on internal projects and tasks as required.</li> <li>Must deliver an exceptional customer experience every day.</li> <li>Bachelor’s degree or equivalent work experience</li> <li>Excellent customer service focus</li> <li>Excellent verbal and written communication and documentation skills with great attention to detail and accuracy</li> <li>Strong interpersonal and organizational skills</li> <li>Excellent problem solving and the ability to prioritize tasks and responsibilities </li> <li>Ability to work independently or as a team to approach problems creatively and resolve them in an effective and timely manner</li> <li>Basic understanding of Internet and networking technologies</li> <li>Basic understanding of MSSQL, MySQL</li> <li>Basic understanding of Linux and Windows Operating systems</li> <li>Basic understanding of virtual environments such as VMware</li> <li>Computer hardware knowledge. (server experience a plus)</li> <li>Basic understanding of computer networking.</li> <li>Basic understanding of web, application, email, and database servers.</li> <li>Basic understanding of IaaS one or more platform(s) - AWS, Azure, Google, VMWare.</li> <li>Working knowledge of internet technology and web hosting.</li> <li>Understands the link between a customer’s technical environment and their business demands.</li> <li>Ability to follow written and verbal instruction</li> <li>Must have flexible shift availability including evenings, overnights, weekends and some holidays.</li> <li>Possess the desire to take on advanced responsibilities</li> <li>Ability to manage through difficult situations internally and with external customers.</li> <li>Ability to work collaboratively with customers and all functional team members.</li> <li>Intermediate understanding of the implementation, limitations, and ideal use cases for a hybrid hosting environment.</li> <li>Visio expertise and the ability to create diagrams for both new/existing customer platforms.</li> </ul> <p><strong>DESIRED MINIMUM QUALIFICATIONS:</strong></p><p><strong>Benefits</strong></p><p>Ntirety is an Equal Employment Opportunity / Affirmative Action Employer (EEO/AA).</p> <p>Ntirety offers a competitive salary and benefits including Paid Time Off, FREE Medical to Employees, Dental, retirement plan with 401(k) match, and much more. If you are interested in joining a profitable, growing, and dynamic company, we want to hear from you! Ntirety is an Equal Opportunity Employer and does not discriminate on the basis of race, color, religion, sex, age, national origin, disability, veteran status, sexual orientation, or any other classification protected by Federal, State or local law.</p> <p>Ntirety thanks all candidates for their interest; however, only shortlisted candidates will be contacted.</p> Ntirety Louisville KY

Client Engagement Supv

Office Depot