The Customer Service Manager is responsible for providing direction and support to our customer service team while enhancing processes to improve the level of service delivered to our customers.
Daily/Position Responsibilities (Other duties may be assigned):
Leads a team of 8 direct reports; holds department meetings and present reports/statistics to team
Researches and resolves complex customer inquiries; identify root causes and develop effective solutions
Acts as the escalation point for customer service
Develops and maintains customer service standards and processes; leads continuous process improvement
Creates monthly customer service productivity statistics and promotional product sales results to be presented to Senior Management; Attends Management and Operations meetings
Monitors ACD call volume using Contact Center Client Software
Oversees 5 department email accounts and arranges for online order emails to be rerouted while sales representatives are away
Analyze and manage the performance of the department and make scheduling and resource adjustments to achieve desired staffing levels
Development of customer service training materials for all new sales representatives
Provide customer service department performance metrics
Develop, monitor, and analyze metrics and key performance indicators; provide appropriate reporting to senior management
Responsible for processing/approving account overrides and canceling orders
Assists with the selection process for any new team members; manage the professional development for Customer Service Representatives through coaching, developing performance goals and monitoring the achievement of goals
Responsible for ordering office supplies; maintains current phone system recordings and update weather hotline
Coordinates reception/switchboard coverage as needed
Bachelors Degree (B.S./B.A.) in Business Administration or related field preferred
3-5 years of previous customer service experience, preferably in a call center environment
2 or more years of previous experience managing teams
This position requires advanced-level proficiency with Microsoft Office, particularly with Excel (e.g. VLookUp, pivot tables).
The ideal candidate will have a strong attention to detail, and the ability to prioritize within a multi-tasking environment. Ability to work calmly under pressure and meet tight deadlines, as well as being able to interact professionally with employees at all levels of the organization. Excellent organizational, planning and execution skills are also required.
What We Offer:
Horizon Beverage Group provides benefits, support programs, resources and expertise to help employees live healthier and safer livesat work and on the road.
*Eligibility for the following benefits depends on employment status.
Medical, dental and vision
Short & Long Term Disability
Employee Assistance Program
Supplemental Insurance Options
Horizon Beverage Group is an Equal Opportunity (EEO) employer. It is the policy of the Company to provide equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, national origin, age, protected veteran or disabled status.
Assistance from 3rd party firms is not needed at this time, please do not contact*
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