Fortis Solutions Group Virginia Beach , VA 23452
Posted 3 weeks ago
Job Details
Level: Management
Job Location: Virginia Beach, VA - Virginia Beach, VA
Position Type: Full Time
Education Level: High School
Salary Range: Undisclosed
Travel Percentage: Negligible
Job Shift: Office
Job Category: Customer Service
Description
As the Customer Relations Manager you are responsible for managing, developing and leading a Customer Relations team that is driven to deliver best in class customer service, focused on first time resolution and customer retention.
Essential Duties and Responsibilities:
Develop relationship strategies and programs that produce business value and favorable customer experiences.
Establish and implement continuous process improvements by monitoring customer interactions and by obtaining direct customer feedback on the standards of service delivered.
Develop, capture, and communicate service metrics; monitor, analyze results and implement change.
Ensure the necessary resources and tools are available for quality customer service delivery.
Handle complex and escalated customer issues to ensure efficient resolution.
Identify and eliminate barriers to enhance performance and enable team members to contribute towards process and performance improvements.
Create a learning and development culture where teamwork, empowerment and trust are encouraged through coaching, performance measurement, and people development.
Ensure compliance to policies and procedures by conducting periodic audits and providing training where needed.
Update job knowledge by participating in educational opportunities, reading professional publications, and maintaining personal networks.
Participate in the annual budget process; own the management and results of the budget for the assigned team.
Contribute to the overall success of the business by playing an active role in the leadership team.
Qualifications
Education and Experience:
HS diploma
Bachelors degree preferred
Proven work experience in a leadership position
In-depth knowledge of customer service principles and practices
Prior customer relations experience in a supervisor role
Job Knowledge, Skills, and Abilities:
Customer awareness and focus
Strong leadership, coaching and people development skills
Excellent oral, written and communication skills
Must be proficient with Microsoft office (including Microsoft Excel and Outlook).
Familiarity or prior experience with EFI Radius or other manufacturing ERP systems is a plus
Strong decision making, problem solving and analytical skills
Excellent organizational skills and outstanding attention to detail
Ability to thrive in a fast paced environment, multi-task, perform well under pressure and effectively manage competing and/or changing priorities
Creative, innovative, and forward thinking
Effective change management skills
Collaboration skills
Strong business acumen
Results driven
Supervisory Responsibilities:
Training Requirements:
Travel Requirements:
Physical Demands:
Sitting, standing, and repetitive tasks of working at a computer.
Some light office lifting (max 25 lbs) is required.
Pass a pre-employment drug test and subject to random drug screening.
Work Environment:
Primary work environment is an office.
Exposure to dust and noise in the production environment.
Warehouse environment temperatures may be influenced by outside temperatures.
Personal Protective Equipment:
Fortis Solutions Group is committed to a diverse and inclusive workplace. We are an equal opportunity employer and therefore, do not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.
Fortis Solutions Group