Responsible for managing the customer service department staff and performing lead customer service responsibilities. Provides team members with appropriate training, tools, direction and motivation to enable their success as well as maintaining and improving the company’s overall customer service strategy, programs and policies. Responsibilities also include resolving a wide variety of customer related issues while interfacing with senior management, functional department heads, sales staff and customers.
Responsibilities Include:
Responsible for the supervision of employees, which includes work allocation, training and problem resolution; evaluates performance and makes recommendations for personnel actions; motivates employees to achieve peak production and performance.
Challenges team members in providing exceptional support to both external and internal customers.
Oversees the daily operations of the Customer Service department.
Identifies and corrects deficiencies in service quality, technical infrastructure and communication of pertinent customer information between functional areas.
Develops and implements new and progressive means of delivering customer service to sustain growth.
Develops and maintains specific metrics to measure each representative’s performance and identifies opportunities for improvement and profitability.
Provides information, resolves problems, and advises customers on products and/ or services, ensuring customer satisfaction.
Collaborates with interdepartmental leadership team on business unit SOP’s, issue resolutions, and efficiency of overall business practices and performance.
Other duties as assigned.
The ideal candidate will have:
A bachelor’s degree or equivalent experience preferred.
5-7 years customer service experience.
Proficient with Microsoft Outlook, Word & Excel and accounting systems required.
Experience working with ERP/CRM systems a plus.
Strong written and verbal communication skills.
Ability to supervise others and foster a cooperative work environment including training, scheduling and employee development and performance management skills required.
Ability to work well in a high-stress, fast paced work environment.
Ability to collaborate with other departments on best practices.
Ability to think critically and quickly.
This position offers a competitive starting salary and comprehensive benefits program.
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BradyPLUS (and its subsidiaries) is an Equal Opportunity Employer. This means that all qualified applicants will receive consideration for employment without regard to race, marital status or civil union status, sex, age, color, religion, national origin, veteran status, mental or physical disability, sexual orientation, gender identity and/or any other characteristic protected by law. We also provide reasonable accommodations to our applicants and employees with disabilities in order to assist them in the performance of their essential job functions.
