ESSENTIAL DUTIES AND RESPONSIBILITIES:
Manage staff of CSR's and Order Entry for Retail division. Hire, train, and monitor performance for group.
Analyze call volume and workflow for department to ensure resources are properly allocated to meet customer's needs.
Conduct team meetings and training sessions with CSR's on new products, promotions, etc.
Assist customers and resolve escalated issues.
Serve as liaison between Customer Service team and Sales Operations Managers. Conduct regular meetings with Sales Operations Managers to review processes for entire Retail division to ensure standards are being met.
Offer and implement suggestions for process improvement within department.
Answer incoming calls from customers and key accounts regarding order status, product questions, and issuing of return authorizations.
Monitor orders for key accounts for orders past cancel date, inventory shortages, etc.
Other duties as needed to contribute to department/division accomplishing objectives.
Complete miscellaneous duties as assigned by Director of Customer Service.
Associates Degree or related training/ experience preferred.
4-6 years of Customer Service experience preferred.
Prior supervisory experience a plus.
Effective communication and interpersonal skills.
Strong analytical and problem solving skills.
Strong organizational skills.
Strong math skills.
Knowledge of Word Processing software; Spreadsheet software; Internet software; Order processing systems and Database software.
We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.