Arrowhead Engineered Products
  • Sharonville, OH, USA
  • Full Time

This position is responsible for overseeing the customer service department including supervising staff of customer service representatives that responds to customer request via phone, email and chat.   Requires a passionate, professional individual invested in helping build a positive customer service experience as a brand. Manages the workload to ensure required service volumes and service levels are attained. Coach and develop staff in standard policies, procedures and best practices.

 

Duties and Responsibilities:

 

  1. Improve customer service quality results by evaluating and re-designing processes as needed.
  2. Train reps on how to adequately address problems over the phone.
  3. Run daily, weekly, monthly customer service metrics with full understanding of gaps in data. Able to understand metrics to staff in accordance with gaps.
  4. Monitor calls for development and coaching
  5. Establish and communicate service metrics.
  6. Handle customer escalations that cannot be resolved by Customer Service Representatives.
  7. Maintains knowledge of all aspects of the computer/software systems. (ERP & 8x8 phone system)
  8. Provides resources and technical advice.
  9. Investigate customer's problems and find solutions.
  10. Act as project manager for continuous improvement initiatives as needed.
  11. Makes recommendations for system improvements.
  12. Communicate with customers via phone and email.
  13. Be familiar with customer special requirements.
  14. Answer customer questions on how a product operates.
  15. Prepare an annual budget and schedule expenditures as needed
  16. Work with management on customer service initiatives.
  17. Meet customer service financial objectives.
  18. Develop plans to address future customer requirements.
  19. Act as liaison between departments as needed.
  20. May be required to answer incoming telephone calls and customer product questions using product knowledge and catalogue.
  21. Inform customers of prices, shipping dates, anticipated delays, and any additional information needed by customers.

 

Supervisory Responsibilities:

  1. Responsible for interviewing, hiring, and training employees.
  2. Providing timely feedback to employees as a means of coaching and development
  3. Conduct timely performance reviews and evaluate performance.
  4. Responsible for disciplining and terminating employees.
  5. Address employee complaints and resolve problems.

 

Education and Qualifications:

High School Diploma or GED required

5+ years of customer service and/or call center experience

5+ years supervisory experience

 

 

Competencies:

Customer Focus

Strong communication skills

Conflict Resolution

Strong Relationship building

Strong Team building

Must be able to motivate team

Take Initiative, Proactive

Development & Learning

Results Oriented

Ethics & Integrity

Use of Technology

 

Physical Demands:

While performing the duties of this job, the employee is regularly required to talk and hear. The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms. The employee may be required to sit for prolonged periods. The employee may be required to reach with hands and arms above shoulder height and below the waist. Using proper lifting techniques, the employee must be able to lift up to 60 lbs occasionally.

 

Arrowhead Engineered Products
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