Customer Service Operations Manager Job in Richfield 44286, Ohio US
Newark, a subsidiary of global distributor Premier Farnell plc (LSE:PFL), is the leading small-quantity distributor of electronic components and test equipment in the Americas, and its #1 source for RoHS compliant parts, services and information.
In addition to offering the broadest electronics selection from 440+ top manufacturers for same-day shipping, Newark provides a unique range of value-added services at no extra cost.
With multiple sales channels, customers do business with Newark through contact centers, local branch network in the US, Canada, Mexico and Brazil, a dedicated field sales force and a world-class website at www.newark.com . The holder of a General Services Administration schedule (GS-06F-0044M), Newark also supports federal government customers.
EXCITING OPPORTUNITY FOR YOU TO JOIN OUR TEAM AND EARN WHAT YOU DESERVE!
Newark is looking for a highly competent and motivated Customer Service Operations Manager.
Job Purpose:
To drive implementation and ensure standardization of contact center and company processes throughout the organization with intent to grow sales and profit. Focus on continuous improvement of customer service processes, service levels and employee development. Position has a large impact on National and Internal Sales Operations through people management, customer retention responsibilities and modeling of Organization’s Core Values (Resourceful, Totally Reliable, Intuitive and With Integrity).
JOB RESPONSIBILITIES:
- Sales and profit growth through customer retention, RMA process and customer expectation management.
- Career growth and satisfaction of staff/direct reports
- Effective teaming across sales and corporate organization through partnering and networking (eg. with NIOS, Product Teams, HR, etc.)
- Staff performance through management of Customer Service Team. Effective establishment of goal setting, coaching, holding team accountable, reward and recognition, conducting performance appraisal reviews, providing on-going feedback including employee mentoring as well as disciplinary action when appropriate.
- Customer satisfaction through issue resolution and follow through.
Accountability for self and team including attention to detail, accurate data capturing with all systems (eg. Activities in Siebel, BPCS, Payroll, etc.) - Service level management (telephony)
- Process improvement – continued reduction of service failures.
- Communication across all channels (setting meetings and conference calls for assigned Region/Territory). This includes influencing for results through networking within Company and Region.
JOB REQUIREMENTS:
- College degree desired 5 years of Customer Service
- Management /Supervisory experience
- Must have proven leadership capabilities in a Contact Center/Call Center environment
- Exposure to Contact Center/Call Center telephony a plus
- Strong verbal and written skills
- Strong interpersonal skills
- Proficient user of MS Office Products (especially Word, Excel)
- Proficient use of a mainframe order entry system (like BPCS) desired.
If you are qualified and interested in pursuing this position, please click on this
APPLY NOW hyperlink and complete an online job application profile.
No phone calls or agencies please.
At Newark, our priority is our people. Our people put us here through their hard work and dedication. We offer a competitive salary and benefits package, which includes PPO, Consumer Driven Healthcare, Vision, Dental, STD, LTD, Life Insurance, retirement plans and much more.
BENEFITS ARE AVAILABLE ON YOUR FIRST DAY OF EMPLOYMENT!
At Newark, we value a diverse environment. We are an Equal Opportunity Employer.
Sorry, no relocation assistance or visa sponsorship available with this position.