Responsible for overseeing the Corporate Customer Service Department.
Responsible for all enhanced Customer Service efforts throughout the company.
This includes both in-bound and out-bound supply communication with customers and other telemarketing programs as defined.
Responsible for overseeing the processes of Customer Service included but not limited to order entry, billing and routes.
Additionally, responsible for school program, major account support and online ordering.
*Primary Job Duties/Responsibilities*
*CUSTOMER EXPERIENCE:*
* Maintain relations to provide effective solutions for in-bound customer calls.
* Develop, coordinate, and implement marketing/promotional efforts within the department.
* Maintain positive relations between sales personnel and customers.
* Research and resolve problems in office supply and janitorial orders.
*MARKETING/CUSTOMER RELATIONS:*
* Create and maintain out-bound supply sales program via telephones.
* Create Telemarketing programs for all product categories as needed.
* Assist Customer Service Reps on customer calls, order entry and billing as needed.
*ADMINISTRATIVE:*
* Monitor orders for accuracy.
* Communicate as necessary with supply/janitorial department personnel, product managers, store managers and customers regarding issues within the department.
* Oversee the return process and ensure that customer’s needs are handled quickly and accurately.
* Oversee the customer service process of billing, delivery manifests, marrying reports, routes, online ordering protocols, online ordering set ups.
* Monitor and resolve purchasing/distribution center issues for Customer Service.
Utilize CS team as necessary to contact customers and resolve issues.
* Oversee delivery routes and schedules for customer service.
* Responsible for management of various reports - back orders, un-invoiced tickets, etc.
* Coordination of school deliveries and school order entries during the buying season.
* Handle problems with customer orders in a mutually agreeable manner.
*TRAINING:*
* Coordinate/oversee new and on-going training for Customer Service Representatives.
Training to include but not limited to ordering procedures, billing, delivery manifests, online ordering protocols, online ordering set ups, customer relations, distribution center practices, and other policies/procedures.
* Coordinate product related training.
*PERSONNEL:*
* Effectively supervise personnel for optimum performance and compliance with company and departmental policies and procedures.
* Process personnel documentation according to established guidelines and timeframes.
*OTHER DUTIES AS MAY BE ASSIGNED*
Qualifications
* High school education or equivalent desirable
* 3+ years sales experience preferred
* 1+ years supervisory experience desirable
*Other*
* Good verbal and written communication skills
* Good customer relation skills
* Accuracy skills
* Strong computer skills
Job Type: Full-time
Pay: $45,000.
00 - $55,000.
00 per year
Benefits:
* 401(k)
* 401(k) matching
* Dental insurance
* Flexible spending account
* Health insurance
* Paid time off
* Tuition reimbursement
* Vision insurance
Experience level:
* 3 years
Shift:
* Day shift
Weekly day range:
* Monday to Friday
Work Location: In person
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