Job description
It's fun to work in a company where people truly BELIEVE in what they're doing!
We're committed to bringing passion and customer focus to the business.
Areas of Focus
Oversee the daily operations of the Customer Experience Department, and develop, implement, and interpret policies and procedures for the customer experience team to ensure customer requirements and Company objectives are being met or exceeded. Assist, whenever necessary, in the efforts to meet and/or exceed customer/end user expectations. Responsible for continuous training an improvement of Customer Service Associates’ communication skills and styles. Both group and individual trainings are expected.
Additionally, drive the four pillars of our customer service team
Responsibilities
Basic Qualifications
Preferred Qualifications
Oversee the daily operations of the Customer Experience Department, and develop, implement, and interpret policies and procedures for the customer experience team to ensure customer requirements and Company objectives are being met or exceeded. Assist, whenever necessary, in the efforts to meet and/or exceed customer/end user expectations. Responsible for continuous training an improvement of Customer Service Associates’ communication skills and styles. Both group and individual trainings are expected.
Additionally, drive the four pillars of our customer service team
- Problem Solver: Proactively solve customer issues before they call. Do something unexpected that separates Trojan from the competition.
- Consultant: Customers get what they expect. Educate customers so we can bring their expectations in alignment with our brand value proposition. Customers should hang up happier than when they called, if this happens, they will tell others about their experience.
- Planner: Have a goal-oriented plan that puts us in a position to exceed client expectations.
- Marketer: Grow relationships to the point where customers call asking our opinions on how to resolve a problem, rather than requesting a task be accomplished. Create brand ambassadors.
Responsibilities
- Prepare work instructions and develop, implement, interpret, and ensure compliance with all policies and procedures relating to the customer service area to ensure that customer requirements, inquiries and complaints are handled and processed in accordance with company objectives
- Plan, lead and organize the daily work of team to ensure excellent coordination of customer and third-party delivery timelines and milestones
- Plan, lead and organize the daily work of team to facilitate constant customer communication throughout production build schedule, including communicating risk to installation dates
- Plan, lead and organize team to project manage various projects of varying complexity including the approval of project plans, milestone dates and risks
- Implement process improvements
- Conduct performance reviews motivate team members and create strategies to boost productivity.
- Communicate proactively with customers on requirements, order status, forecast, open complaints, etc. to ensure customer satisfaction
- Manage customer escalation through resolution and ensure timely updates are provided to customers and business stakeholders. Log customer complaints to ensure root cause analysis investigation occurs to prevent recurrence
- Train, cross-train and provide backup for other customer service team associates as required.
- Complete KPI metrics and reports monthly for the customer service team
- Assist the credit department, Sales Managers and customers in resolving credit, price and shipping hold issues
- Represent Company in a positive, professional manner when working with both internal and external customers
- Supervise (3-5) non-exempt customer service employees
Basic Qualifications
- 3-5 years in Customer Service
- Project Management Experience
- Strong written and verbal communication skills
- Strong knowledge of MS Office (Word/Excel/PowerPoint)
- Detail oriented and ability to multi-task
Preferred Qualifications
- Bachelor of Arts or Bachelor of Science Degree
- 5+ years of Customer Service Supervisory / Management or Project Management experience
- Proficiency in English
if you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!
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