Customer Service Manager Full Time

Job Description

Job Description

Overview

Title Internaly: Manager of Quote Services

Manager, Quote Services is principally responsible for ensuring that our processes and talent support our customers’ needs for fast, accurate, and appropriate quotes.

Responsibilities

• Provide training, mentorship, coaching, and development to team members to drive performance.
• Work collaboratively on service and distribution-driven initiatives as we integrate business units into our systems and quote process.
• Deliver a strong balance of sales, productivity, and teamwork.
• Lead people through changes in processes, and technology for capacity planning.
• Strategic use of hiring, workforce planning, overtime, and incentive pay to drive results and meet goals.
• Active communication with stakeholders around the business, and escalation of key customer impacts on performance to KPI/SLA’s
• Additional job duties as assigned

Qualifications

• Experience with salesforce.com and AS/400 or similar ‘function-key driven’ legacy ERP required
• Proven leadership responsibility within a metric-driven role is a must
• Well-versed in typical business applications
• Ability to manage both in-office and remote workforce
• Project management, or experience managing the launch of technology or software platforms or tools a plus.
• Understanding of quality, calibration, and technical sales is a plus
• Proven experience driving optimal performance of a contact center including the use of KPI’s, industry trends, tools, and solutions.

Education and/or Experience:

• Bachelor’s degree (B.A.) with team leadership required or an alternative of 10 years of progressively growing business experience with supervisory responsibility.

Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status