This position is responsible for managing a Customer Service team who supports key customers and strategic business initiatives in the Retail Stock Business Unit.
Accountabilities:
- Collaborate with cross functional teams to achieve at least a 90% clean order rate and performance that meets the stated lead time for Warranty Parts.
- Provide direct supervision for team members; develop each associate’s skills according to goals and knowledge level.
- Hire and train new employees on new products, product changes, procedural changes, skills and techniques.
- Conduct employee performance reviews, provide regular and timely assessment and coaching, and implement corrective action when necessary.
- Develop action-planning strategies outlining upcoming steps for improvements.
- Monitor workload management and team metric goals, effectively report findings and manage team performance.
- Assist Customer Service in resolution of situations regarding customer’s orders or deliveries, answer product questions, and manage plant/manufacturing issues.
- Secure new account information from the Sales Leaders, analyze the information, develop customer specific procedures and ensure the team executes according to customer requirements.
- Maintain and update internal documentation.
- Advance team relationships with all MBCI functions.
- Work with IT to resolve and improve recognized system faults and needed enhancements.
- Recognize and implement process improvements to enhance Customer Services operations.
- On a daily basis, analyze, interpret and respond to report data relative to business needs and make timely operational decisions.
- Oversee root cause analysis and appropriate interventions or corrective action to prevent recurring customer concerns.
- Assume responsibilities to oversee special projects as assigned.
- Self-development/continuous education – Work with Manager to develop a training plan to advance interpersonal/management skills.
- Act as backup to Manager – Customer Services as directed.