customer service operations manager resume

Customer Service/Operations Manager resume examples for 2024

A customer service/operations manager's resume should highlight their ability to manage day-to-day store operations, resolve customer complaints, and maintain positive customer relationships. They should also demonstrate their ability to manage payroll, inventory, and customer support and service. According to Dr. Laurent Josien , Associate Professor and Chair of the Marketing and Entrepreneurship Department at SUNY Plattsburgh, "Excel is an important skill to have. Having a certification is a big plus to have on your resume."

Customer Service/Operations Manager resume format and sections

1. add contact information to your customer service/operations manager resume, 2. add relevant education to your customer service/operations manager resume.

Your resume's education section should include:

• The name of your school
• The date you graduated ( Month, Year or Year are both appropriate)
• The name of your degree

If you graduated more than 15 years ago, you should consider dropping your graduation date to avoid age discrimination.

Optional subsections for your education section include:

• Academic awards (Dean's List, Latin honors, etc. )
• GPA (if you're a recent graduate and your GPA was 3.5+)
• Extra certifications
• Academic projects (thesis, dissertation, etc. )

Other tips to consider when writing your education section include:

• If you're a recent graduate, you might opt to place your education section above your experience section
• The more work experience you get, the shorter your education section should be
• List your education in reverse chronological order, with your most recent and high-ranking degrees first
• If you haven't graduated yet, you can include "Expected graduation date" to the entry for that school

Check More About Customer Service/Operations Manager Education

3. Next, create a customer service/operations manager skills section on your resume

Your resume's skills section should include the most important keywords from the job description, as long as you actually have those skills. If you haven't started your job search yet, you can look over resumes to get an idea of what skills are the most important.

Here are some tips to keep in mind when writing your resume's skills section:

• Include 6-12 skills, in bullet point form
• List mostly hard skills ; soft skills are hard to test
• Emphasize the skills that are most important for the job

Hard skills are generally more important to hiring managers because they relate to on-the-job knowledge and specific experience with a certain technology or process.

Soft skills are also valuable, as they're highly transferable and make you a great person to work alongside, but they're impossible to prove on a resume.

Example of skills to include on an customer service/operations manager resume

Logistics is a complete organization and implementation of a problem. Logistics are often considered in a complex business operation, as some works need detailed plannings. Logistics are also used in military action.

Customer service is the process of offering assistance to all the current and potential customers -- answering questions, fixing problems, and providing excellent service. The main goal of customer service is to build a strong relationship with the customers so that they keep coming back for more business.

Payroll is the sum of all the compensation that an organization has to pay to employees at a specified time. Payroll is managed by the finance or HR department while small business owners may handle it themselves. Payroll isn't fixed as it varies every month due to sick leaves, overtime, etc.

Performance reviews refer to the official evaluation of a worker's performance done by the manager. The evaluation then helps the superior identify the worker's strengths and weaknesses and offers valuable feedback to help him overcome his shortcomings. This assessment also helps a worker set a future goal for himself and identify ways to better his future performance. Performance Reviews may be done on a monthly or yearly basis, depending on the company.

Human resources is a set of people in a business or a corporation that are designated to locate, interview, and recruit new employees into the company. They are also responsible to maintain the integrity of the employees and help them sort their problems out. They try to introduce and manage employee-benefit programs.

Customer care, also known as customer service, is a one-to-one interaction between the consumer of a company and its representative.

A type of card issued by banks and other financial institutions, that enable users to manage and borrow their finances is called a credit card. The funds borrowed from a financial institution through a credit card are meant to be paid back along with certain amounts of interest imposed by the bank.

Top Skills for a Customer Service/Operations Manager

• Customer Satisfaction , 10.5%
• Logistics , 6.4%
• Customer Service , 6.3%
• Other Skills , 70.1%

4. List your customer service/operations manager experience

The most important part of any resume for a customer service/operations manager is the experience section. Recruiters and hiring managers expect to see your experience listed in reverse chronological order, meaning that you should begin with your most recent experience and then work backwards.

Don't just list your job duties below each job entry. Instead, make sure most of your bullet points discuss impressive achievements from your past positions. Whenever you can, use numbers to contextualize your accomplishments for the hiring manager reading your resume.

It's okay if you can't include exact percentages or dollar figures. There's a big difference even between saying "Managed a team of customer service/operations managers" and "Managed a team of 6 customer service/operations managers over a 9-month project. "

Most importantly, make sure that the experience you include is relevant to the job you're applying for. Use the job description to ensure that each bullet point on your resume is appropriate and helpful.

• Developed strong communication and relationships with vendors and corporate buying office regarding specific needs, opportunities, and growth opportunities.
• Improved customer service ratings through receiving quality survey responses.
• Developed and maintained positive relationships with customers for continuous flow of repeat business.
• Used Microsoft Suite (Word, Excel, PowerPoint, and Outlook) on a daily basis.
• Managed produce shipments while in transit and proactively mitigated any operational issues through constant communication with clients and drivers.
• Established inland transportation operations with overseas logistics providers in China, India, and Indonesia, supporting Target-managed import strategy.
• Coordinated with entities globally to ensure supply chain procedures were implemented to maximize efficiency and minimize regulatory risk.
• Published a log of spot rates as part of a Six Sigma initiative.
• Identified and prioritized logistics needs and communicated recommendations to upper management in order to achieve efficient product distribution.
• Handled approximately $40 million/yr for transportation of the non-retail products for all Home Depot stores.
• Managed successful relocation of 13,000 instrument service parts from Florida facility.
• Established Just-In-Time (JIT) deliveries with selected suppliers.
• Implemented inventory control systems in four locations including successful implementation of wireless scanning WMS systems.
• Prepared and submitted an export compliance letter for distributors/re sellers for Elo/Tyco.
• Counseled on all behavioral and performance issues documented and took corrective actions as necessary.
• Identified dedicated carrier opportunities that could save client over $400K annually in high-volume environment.
• Managed productivity by communicating with supervisors to ensure all KPIs were met per customer budget requirements.
• Managed the international Shipping and Logistics (operations, compliance and documentation) and corporate mail services.
• Created individual productivity tracking spreadsheet that populates through WMS export and created a policy for accountability around it and drove adherence.
• Received company proprietary training in the fields of logistics and management development.

5. Highlight customer service/operations manager certifications on your resume

Specific customer service/operations manager certifications can be a powerful tool to show employers you've developed the appropriate skills.

If you have any of these certifications, make sure to put them on your customer service/operations manager resume:

• Certified Pharmacy Technician (CPhT)
• Certified Management Accountant (CMA)

6. Finally, add an customer service/operations manager resume summary or objective statement

A resume summary statement consists of 1-3 sentences at the top of your customer service/operations manager resume that quickly summarizes who you are and what you have to offer. The summary statement should include your job title, years of experience (if it's 3+), and an impressive accomplishment, if you have space for it.

Remember to emphasize skills and experiences that feature in the job description.

Common customer service/operations manager resume skills

• Customer Satisfaction
• Customer Service
• Process Improvement
• Direct Reports
• Performance Reviews
• Human Resources
• Customer Care
• Credit Card
• Customer Complaints
• Inventory Control
• Customer Orders
• Performance Metrics
• Order Entry
• Customer Support
• Customer Issues
• Computer System
• Inbound Calls
• Customer Inquiries
• Account Management
• Customer Calls
• Call Handling
• Customer Relations
• Performance Evaluations
• Customer Accounts
• Order Processing
• Product Knowledge
• Customer Retention
• Problem Resolution
• Inventory Management
• Store Operations
• Corrective Action
• Call Center Management
• Bank Deposits
• Customer Expectations
• Call Monitoring
• Net Promoter Score

Customer Service/Operations Manager Jobs

Links to help optimize your customer service/operations manager resume.

• How To Write A Resume
• List Of Skills For Your Resume
• How To Write A Resume Summary Statement
• Action Words For Your Resume
• How To List References On Your Resume

Updated April 25, 2024

Editorial Staff

The Zippia Research Team has spent countless hours reviewing resumes, job postings, and government data to determine what goes into getting a job in each phase of life. Professional writers and data scientists comprise the Zippia Research Team.

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Customer Service/Operations Manager Related Careers

• Account Operations Manager
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• Client Services Manager
• Customer Care Manager
• Customer Service Manager
• Customer Service Representative Manager
• Customer Service-Call Center Manager
• Manager, Center Operations
• Operations Program Manager
• Operations Project Manager
• Operations Support Manager
• Senior Operations Manager

Customer Service/Operations Manager Related Jobs

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• Zippia Careers
• Executive Management Industry
• Customer Service/Operations Manager
• Customer Service/Operations Manager Resume

Browse executive management jobs

• • Led a team of 50+ employees, fostering a culture of safety, performance, and customer service excellence in a fast-paced environment.
• • Implemented strategic operational improvements, increasing team efficiency by 20%, which directly impacted on-time flight departures.
• • Orchestrated cross-functional collaboration during irregular operations to minimize passenger disruptions, reducing complaints by 25%.
• • Developed an employee recognition program that improved team morale and reduced turnover by 15%.
• • Managed compliance with DOT, FAA, and other regulatory agencies, ensuring 100% audit pass rate.
• • Spearheaded a customer feedback initiative that enhanced service delivery, resulting in a 10-point NPS increase.
• • Coached and mentored a frontline team of 35 employees, promoting continuous improvement in service standards.
• • Achieved highest customer satisfaction ratings in the region for 4 consecutive quarters, reflecting outstanding service delivery.
• • Led a project to redesign the customer service training program, enhancing staff competencies and performance.
• • Effectively managed team scheduling and resources during peak travel seasons, ensuring operational stability.
• • Negotiated with vendors to improve resource allocation, saving the company 10% in operational costs.
• • Directed a customer-facing team of 20, ensuring all members were trained to provide high-quality service.
• • Initiated a problem-solving framework that improved resolution times for passenger issues by 30%.
• • Collaborated with airport security to implement a new screening process, improving overall safety.
• • Managed the interface with IT to enhance automation in guest service areas, boosting efficiency by 15%.

5 Customer Service Manager Resume Examples & Guide for 2024

As a customer service manager, your resume must showcase your leadership abilities. Demonstrate your experience in guiding teams towards excellence in service delivery. Highlight your adeptness at resolving customer issues with efficiency and empathy. Your track record should reflect measurable improvements in customer satisfaction.

All resume examples in this guide

Traditional

Resume Guide

Resume Format Tips

Resume Experience

Skills on Resume

Education & Certifications

Resume Summary Tips

Additional Resume Sections

Key Takeaways

As a customer service manager, articulating your diverse skill set and achievements in a concise manner can be a significant resume challenge. Our guide provides targeted advice and examples to help you distill your experience into powerful, impactful statements that will catch an employer's eye.

• customer service manager resumes that are tailored to the role are more likely to catch recruiters' attention.
• Most sought-out customer service manager skills that should make your resume.
• Styling the layout of your professional resume: take a page from customer service manager resume examples.

How to write about your customer service manager achievements in various resume sections (e.g. summary, experience, and education).

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Enhancing your customer service manager resume: format and layout tips

Four popular formatting rules (and an additional tip) are here to optimize your customer service manager resume:

• Listing experience in reverse chronological order - start with your most recent job experiences. This layout helps recruiters see your career progression and emphasizes your most relevant roles.
• Including contact details in the header - make sure your contact information is easily accessible at the top of your resume. In the header, you might also include a professional photo.
• Aligning your expertise with the job requirements - this involves adding essential sections such as experience, skills, and education that match the job you're applying for.
• Curating your expertise on a single page - if your experience spans over a decade, a two-page resume is also acceptable.

Bonus tip: Ensure your customer service manager resume is in PDF format when submitting. This format maintains the integrity of images, icons, and layout, making your resume easier to share.

Finally, concerning your resume format and the Applicant Tracker System (ATS):

• Use simple yet modern fonts like Rubik, Lato, Montserrat, etc.
• All serif and sans-serif fonts are friendly to ATS systems. Avoid script fonts that look like handwriting, however.
• Fonts such as Ariel and Times New Roman are suitable, though commonly used.
• Both single and double-column resumes can perform well with the ATS.

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The more trusted the organization you've attained your certificate (or degree) from, the more credible your skill set would be.

The key to your customer service manager job-winning resume - present your expertise with these sections:

• A header to make your resume more scannable
• Snapshot of who you are as a professional with your resume soft skills, achievements, and summary or objective
• Job advert keywords in the skills section of your resume
• Resume experience quantifying your past job successes with metrics
• A relevant education, certification, and technical sills section to provide background to your technological/software capabilities

What recruiters want to see on your resume:

• Proven track record of improving customer satisfaction and retention rates.
• Strong leadership skills and experience in managing a diverse team of customer service representatives.
• Experience with customer service software, CRM systems, and call center technology.
• Demonstrated ability to design and implement effective customer service processes and standards.
• Excellent communication skills, with an emphasis on conflict resolution and customer de-escalation techniques.

Quick formula for writing your customer service manager resume experience section

Have you ever wondered why recruiters care about your customer service manager expertise?

For starters, your past roles show that you've obtained the relevant on-the job training and expertise that'd be useful for the role.

What is more, the resume work experience section isn't just your work history , but:

• shows what you're capable of achieving based on your past success;
• proves your skills with (oftentimes, tangible) achievements;
• highlights the unique value of what it's like to work with you.

To ensure your resume work experience section is as effective as possible, follow this formula:

• start each bullet with a powerful, action verb , followed up by your responsibilities, and your workplace success.

The more details you can include - that are relevant to the job and linked with your skill set - the more likely you are to catch recruiters' attention.

Additionally, you can also scan the job advert for key requirements or buzzwords , which you can quantify across your experience section.

Not sure what we mean by this? Take inspiration from the customer service manager resume experience sections below:

• Orchestrated a customer service department overhaul, improving average call response time by 25% within the first year.
• Implemented a new CRM system across the company, facilitating a more personalized customer interaction and increasing customer satisfaction scores by 15%.
• Led a team of 50 customer service representatives, fostering a dynamic working environment that decreased staff turnover by 30%.
• Overhauled the customer feedback system to include direct follow-up actions, slashing resolution times by 40% and boosting recurring customer rates.
• Spearheaded the development of a bilingual customer support team to cater to the Spanish-speaking segment, leading to a 20% increase in market capture.
• Collaborated with the sales team to streamline the customer onboarding process, resulting in a 35% reduction in initial support tickets.
• Developing and leading a remote customer service team of over 200 employees, maintaining a 95% satisfaction rate amidst the shift to telecommuting.
• Championed a customer self-service portal project, reducing incoming ticket volume by 50% and enabling representatives to focus on more complex queries.
• Conceived and executed a targeted customer retention campaign, which enhanced customer loyalty and reduced churn by 18%.
• Launched a customer experience training program to enhance service quality, resulting in the team achieving the highest customer satisfaction rating in the company’s history—92%.
• Initiated a cross-functional taskforce to identify and rectify the root causes of process bottlenecks, improving overall service delivery speed by 20%.
• Negotiated with software vendors to introduce AI-driven chatbots, enabling 24/7 customer support and reducing average wait times by 70%.
• Managed a high-volume customer service center, successfully handling an average of 5,000 queries per day with a 99% issue resolution rate.
• Played a pivotal role in the conceptualization and deployment of a rewards program that increased customer lifetime value by 25%.
• Coordinated with the IT department to enhance the company's customer support software, effectively cutting down average handling time by 15%.
• Integrated social media into the customer service strategy, growing the platform’s support efficacy by 40% and leading to an industry award for innovation.
• Supervised the deployment of an NPS system, utilizing customer feedback to guide service improvements, which pushed the NPS score up by 10 points.
• Established a quarterly training regime for customer service staff that improved first-contact resolution by 30% within the first year.
• Conceptualized a 'Customer First' initiative, empowering service representatives which resulted in an 80% increase in positive customer testimonials.
• Drove a company-wide culture change towards customer-centric values, contributing to the firm being recognized in the top 10 for customer service by J.D. Power.
• Cultivated strategic partnerships with tech providers to automate repetitive inquiries, freeing up agents to concentrate on high-value interactions.
• Introduced a progressive tiered support system to efficiently address customer needs, diminishing time-to-resolution by 35%.
• Coordinated with product teams to align customer feedback with the product roadmap, directly influencing the launch of three major feature updates.
• Reinforced our commitment to customer education by launching a comprehensive help center, leading to a 30% drop in basic troubleshooting tickets.
• Pioneered a data-driven approach to track service metrics, identifying key areas for efficiency gains and enhancing service level agreement (SLA) fulfillment to 98%.
• Curated a 'voice of the customer' program that directly influenced policy changes, significantly improving customer retention by 15% over two years.
• Masterminded a series of customer appreciation events that elevated the brand’s community image and increased customer referrals by 22%.
• Managed customer service initiatives during a company merger, maintaining service continuity and ultimately achieving a 12% improvement in customer satisfaction.
• Orchestrated a shift in service policy to emphasize proactive customer outreach, which identified and resolved potential issues before escalation, cutting down complaints by 50%.
• Established key performance indicators for the service team that aligned with organizational goals, driving a consistent year-on-year improvement in service delivery metrics.

Quantifying impact on your resume

• List the percentage by which you increased customer retention through your management strategies.
• Mention the exact number of customer service representatives you have managed or supervised directly.
• Specify the amount by which you reduced average customer response time under your leadership.
• Detail the percentage decrease in customer complaints received during your tenure.
• Quantify the increase in customer satisfaction scores or Net Promoter Scores (NPS) while you were managing.
• State the number of customer service processes you have streamlined or improved.
• Indicate the amount of training hours you have administered for customer service staff development.
• Highlight the budget size you have managed for customer service operations and by what percentage you have optimized costs.

Action verbs for your customer service manager resume

What if my customer service manager experience doesn't match the requirements?

You've just graduated from college and may have no real world job experience . What should you include within your resume then?

Instead of making up information or adding irrelevant past jobs (e.g. your on-campus work during freshman year), you can:

• Shift the focus from your professional experience to your community impact with your volunteer work. This would showcase numerous soft skills you've built over time (e.g. interpersonal communication);
• Highlight the projects you've completed, as part of your coursework, or, on your own. Thus, you will align your technical background with recruiters' requirements;
• Consider spotlighting your transferrable skills. Or, what lessons and talents your current professional and personal experience has taught you and how they could benefit your potential employers;
• Even if you've had a few months of internship experience, that is relevant for the role, make sure to include this. Recruiters do care about the years of experience you happen to have, but, at the end of the day, your profile would also be assessed based on role alignment.

Recommended reads:

• How to List Continuing Education on Your Resume
• When You Should (And Not) Add Dean's List On Your Resume

List your educational qualifications and certifications in reverse chronological order.

In-demand hard skills and soft skills for your customer service manager resume

A vital element for any customer service manager resume is the presentation of your skill set.

Recruiters always take the time to assess your:

• Technological proficiency or hard skills - which software and technologies can you use and at what level?
• People/personal or soft skills - how apt are you at communicating your ideas across effectively? Are you resilient to change?

The ideal candidate presents the perfect balance of hard skills and soft skills all through the resume, but more particular within a dedicated skills section.

Building your customer service manager skills section, you should:

• List up to six skills that answer the requirements and are unique to your expertise.
• Include a soft skill (or two) that defines you as a person and professional - perhaps looking back on feedback you've received from previous managers, etc.
• Create up to two skills sections that are organized based on the types of skills you list (e.g. "technical skills", "soft skills", "customer service manager skills", etc.).
• If you happen to have technical certifications that are vital to the industry and really impressive, include their names within your skills section.

At times, it really is frustrating to think back on all the skills you possess and discover the best way to communicate them across.

We understand this challenge - that's why we've prepared two lists (of hard skills and soft skills) to help you build your next resume, quicker and more efficiently:

Top skills for your customer service manager resume:

Customer Relationship Management (CRM)

Data Analysis

Performance Management

Project Management

Product Knowledge

Quality Assurance

Budget Management

Call Center Operations

Team Leadership

Communication

Problem-Solving

Adaptability

Conflict Resolution

Active Listening

Negotiation

Decision Making

Team Motivation

If you happen to have some basic certificates, don't invest too much of your customer service manager resume real estate in them. Instead, list them within the skills section or as part of your relevant experience. This way you'd ensure you meet all job requirements while dedicating your certificates to only the most in-demand certification across the industry.

Customer Service Manager-specific certifications and education for your resume

Place emphasis on your resume education section . It can suggest a plethora of skills and experiences that are apt for the role.

• Feature only higher-level qualifications, with details about the institution and tenure.
• If your degree is in progress, state your projected graduation date.
• Think about excluding degrees that don't fit the job's context.
• Elaborate on your education if it accentuates your accomplishments in a research-driven setting.

On the other hand, showcasing your unique and applicable industry know-how can be a literal walk in the park, even if you don't have a lot of work experience.

Include your accreditation in the certification and education sections as so:

• Important industry certificates should be listed towards the top of your resume in a separate section
• If your accreditation is really noteworthy, you could include it in the top one-third of your resume following your name or in the header, summary, or objective
• Potentially include details about your certificates or degrees (within the description) to show further alignment to the role with the skills you've attained
• The more recent your professional certificate is, the more prominence it should have within your certification sections. This shows recruiters you have recent knowledge and expertise

At the end of the day, both the education and certification sections hint at the initial and continuous progress you've made in the field.

And, honestly - that's important for any company.

Below, discover some of the most recent and popular Customer Service Manager certificates to make your resume even more prominent in the applicant pool:

The top 5 certifications for your customer service manager resume:

• Professional Customer Service Certification (PCSC) - The Service Quality Institute
• Certified Customer Experience Professional (CCEP) - CX University
• Certified Customer Service Manager (CCSM) - International Council of Customer Service Organizations
• Customer Service Manager Certification (CSMC) - Management and Strategy Institute
• Customer Service and Support (CSS) Certification - HDI

Bold the names of educational institutions and certifying bodies for emphasis.

• Should I Put In An Incomplete Degree On A Resume?

Customer Service Manager resume summaries or objectives: real-world samples for best industry practices

Grasp recruiters' attention from the get-go of your application with a professional Customer Service Manager resume summary or objective.

It's wise to select the:

• Resume objective , if you don't happen to have much experience alignment and would like to more prominently feature your dreams and personality.
• Resume summary , if you'd like to have a more standard approach to your application and feature up to five career highlights to help you stand out.

Writing your resume summary or objective should be tailored to each role you apply for.

Think about what would impress the recruiters and go from there.

But, if you need further help with this introductory section, check out some real-world samples in the next part of this guide:

Resume summaries for a customer service manager job

• Seasoned Customer Service Manager with over a decade of hands-on experience leading service teams in dynamic retail environments. Renowned for implementing customer support strategies that have increased customer retention by 35% at XYZ Corp. Proficient in CRM software usage, omnichannel communication, and fostering a proactive service culture.
• Accomplished IT Project Manager making a strategic pivot into the field of customer service management, bringing forth 8 years of expertise in cross-functional team leadership, systems implementation, and a proven track record in improving user satisfaction scores. Eager to apply analytical and tech skills to enhance customer service operations.
• Veteran Sales Director transitioning to Customer Service Management, armed with 15 years of experience in fostering customer relations and expanding client base. Excels in conflict resolution and persuasive communication, having achieved a 40% uptick in sales through improved client service initiatives at ABC Technologies.
• Aspiring Customer Service Manager with a fresh perspective and boundless energy, aiming to utilize exceptional interpersonal skills and a Bachelor's in Business Administration to foster positive customer experiences. Committed to mastering industry best practices and contributing to sustained client satisfaction and loyalty.
• Recent Management graduate with a zeal for cultivating strong customer relations and eager to embark on a career as a Customer Service Manager. With outstanding academic achievements and successful internships focused on client engagement, looking forward to driving service excellence and team performance in a customer-centric organization.

Extra sections to include in your customer service manager resume

What should you do if you happen to have some space left on your resume, and want to highlight other aspects of your profile that you deem are relevant to the role? Add to your customer service manager resume some of these personal and professional sections:

• Passions/Interests - to detail how you spend both your personal and professional time, invested in various hobbies;
• Awards - to present those niche accolades that make your experience unique;
• Publications - an excellent choice for professionals, who have just graduated from university or are used to a more academic setting;
• Volunteering - your footprint within your local (or national/international) community.

Key takeaways

We've reached the end of our customer service manager resume guide and hope this information has been useful. As a summary of our key points:

• Always assess the job advert for relevant requirements and integrate those buzzwords across various sections of your customer service manager resume by presenting tangible metrics of success;
• Quantify your hard skills in your certificates and skills section, while your soft skills in your resume achievements section;
• Ensure you've added additional relevant experience items, such as extracurricular activities and projects you've participated in or led;
• Use both your resume experience and summary to focus on what matters the most to the role: including your technical, character, and cultural fit for the company.

Looking to build your own Customer Service Manager resume?

• Resume Examples

Make Your LinkedIn Profile Stand Out and Get Noticed With These 18 Expert Tips

Good resume characteristics: what to put on yours, how many jobs should i apply for, how to use numbers on your resume, how to name drop in a cover letter, effectively showcasing basic knowledge on your resume.

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Customer Service & Operations Resume Sample

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Work Experience

• Develop employees’ skills by providing a clear understanding of performance expectations through coaching, mentoring, and accountability of staff
• Experience in home warranty, escrow or real estate sales required
• Order Acceptance and Order Entry
• Primary contact for accepting orders from trade customer
• Ensure adherence to Corporate Order Acceptance Policy, standard terms and condition and export administration requirement
• Ensure proper approvals for any non-standard or specially negotiated terms and conditions, and ensure supporting document is in order
• Enter and edit order, including change order, credit and rebill, in accordance to Keysight policies and processes
• Manage a Business of c 600 banking professionals in Mortgages Operations India along with delivering Global Transformation Projects and introducing new Technologies in Business like Robotics and Agile
• Managing and Transforming the Mortgage business in India (~40% of overall operations) by providing a faster Speed to Offer along with superior Services to the UK customers
• Developing and building relationships with key stakeholders across geographies to align with common strategies, deliverables and industry-wide practices
• Proactively assessing stakeholder expectations/needs and align delivery as per those requirements
• Operationalization of strategy – ensuring and managing costs within budgets and align revisions as per changes in the strategy
• Develop and sustain a robust client engagement model and provide informative & customized MIS (in particular separation of MIS per division). Influence the strategy around building the successful partnership
• Identify and anticipate our customers’ future needs. Simplify and streamline work and reduce complexity
• Follow-up and correct pricing or configuration issues
• Negotiate with Field/Customer and Division to establish committed delivery date
• Proactively manage order to meet committed delivery date and any special delivery requirement
• For non-credit customer, actively follow-up on letter of credit or cash-in-advance payment from customer, and ensure that any shipment out of division can be duly delivered to customer
• Ensure all order result in clear and payable invoice, and that invoice and revenue recognition is triggered in accordance to SAB101 rules
• Establish and maintain effective lines of communication with FE, management, business and cross-functional teams to resolve customer order related issues
• Insure Customers are proactively notified of changes in order status. Follow-up on outstanding issues, and take ownership for customer satisfaction in assigned area
• Solid Internal knowledge of Keysight

Professional Skills

• Inspiring Teams: Champion Airbnb’s Mission to help teams understand how their work contributes to end goals. Work with direct reports to create team cohesion and fulfillment
• Basic understanding and experience working with data warehousing and data quality as well as proven data analytical skills in a fast-paced organization
• An ongoing focus on developing your skills, both in respect of MS qualifications and soft skills
• Excellent telephone skills, including listening, demonstrating courtesy, empathy and accuracy
• Strong analytical and problem solving skills, along with sound judgment
• Relevant work experience in a role requiring application of analytic skills
• Excellent analytical, leadership, and problem-solving skills

How to write Customer Service & Operations Resume

Customer Service & Operations role is responsible for analytical, customer, leadership, excel, basic, organizational, telephony, microsoft, retail, finance. To write great resume for customer service & operations job, your resume must include:

• Your contact information
• Work experience
• Skill listing

Contact Information For Customer Service & Operations Resume

The section contact information is important in your customer service & operations resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:

• First and last name
• Telephone number

Work Experience in Your Customer Service & Operations Resume

The section work experience is an essential part of your customer service & operations resume. It’s the one thing the recruiter really cares about and pays the most attention to. This section, however, is not just a list of your previous customer service & operations responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular customer service & operations position you're applying to. The work experience section should be the detailed summary of your latest 3 or 4 positions.

Representative Customer Service & Operations resume experience can include:

• Strong communication and interpersonal skills ,good telephone skills
• Flexible personality, good prioritization skills
• Good coordination and planning skills are fundamental prerequisites
• Demonstrated skill in time management and a strong attention to detail
• Strong computer skills. Proficiency with Microsoft Excel and Outlook, and ability to learn new systems quickly
• Good IT skills and attention to detail

Education on a Customer Service & Operations Resume

Make sure to make education a priority on your customer service & operations resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your customer service & operations experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.

Additional details to include:

• School you graduated from
• Major/ minor
• Year of graduation
• Location of school

These are the four additional pieces of information you should mention when listing your education on your resume.

Professional Skills in Customer Service & Operations Resume

When listing skills on your customer service & operations resume, remember always to be honest about your level of ability. Include the Skills section after experience.

Present the most important skills in your resume, there's a list of typical customer service & operations skills:

• Strong attention to detail and accuracy with strong organizational skills including the ability to prioritize workload to meet deadlines
• Strong communication skills with the ability to effectively communicate with all levels of staff
• Very good communication, problem solving and cooperation skills
• Effectively lead the customer services and data integrity groups by supporting operational consistencies, effective change and performance management
• Strong leadership skills in the ability to motivate, coach and train staff
• Strong analytical ability, attention to detail, organizational and time management skills

List of Typical Experience For a Customer Service & Operations Resume

Experience for customer service operations manager resume.

• Excellent planning, organizational and time and project management skills. Excellent written and oral communication skills
• Articulate thoughts & display strong influencing skills to influence senior management
• Managing a team of customer service staff, trainers and proactive service staff in order to achieve the experience our customers require
• Indepth experience of working on and driving ‘Key Change’ initiatives
• Experience managing teams of 50+ reports including leadership roles
• Drive process improvements through a strong understanding of zulily programs and systems
• Identifying and contributing to ongoing service improvements and supporting increased profit margins
• Approving/declining a process change, keeping in mind Risk, Efficiency and Compliance

Experience For Customer Service Operations Representative Resume

• Addressing any PQCs across the team, including follow up with sales Orgs
• Organising and delivery of training on technical subject matters
• Coordinating between Marketplace Partners to report and resolve issues concerning their Tablet
• Driving creation of staffing plans, schedules, quality initiatives, process change initiatives, Lean/Kaizen activities, and other Change/Six Sigma initiatives
• Understanding and correctly utilizing resources provided by internal systems, departments, policies, and procedures

Experience For Customer Service Operations Analyst Resume

• Developing and achieving performance goals and objectives in order to achieve customer promise expectations
• Making recommendations and testing new more efficient ways to meet customer care needs
• Ongoing analysis and reporting on key operational and financial performance metrics
• Leading and managing 6-10 direct reports and 100-200 indirect reports
• Maintaining and developing retail processes
• Participating and contributing to new business opportunities

Experience For Customer Service Operations Specialist Resume

• Supporting senior management on SOP reviews
• Working with direct reports to agree and drive the KPI’s for service delivery across the functions
• Managing capacity and resources to suit the low and the high growth regions
• Partnering internally and externally to drive new initiatives to manage costs
• Working knowledge of Excel functions
• Being prepared to jump on a call and present to senior leadership at a moment’s notice
• Responding to requests for quotes
• Overseeing contract renewals

Experience For Customer Service Operations Resume

• Drafting of customer comms
• Ongoing development and management of the Customer Contact operation (as assigned) at ENGIE Shared Service Centre
• Articulating a roadmap for the unit
• Identifying and eliminating root cause barriers to accuracy, productivity, and quality
• Interesting projects across the spectrum of industry

Experience For Customer Service & Operations Coordinator Resume

• Approving operational expenses
• Basic Accounting knowledge with a base to develop Securities accounting knowledge. Understanding of proofing concepts and Two-way reconciliation processes
• Pro-actively identify new opportunities and work with stakeholders for off-shoring as well as leveraging the existing capabilities
• Receives and processes orders for testing supplies from customers and sales as well as communicating directly with the supply vendor to resolve order issues
• Supports the management of vendors providing courier service to customers including set up, maintenance, and issue resolution

Experience For Customer Service Operations Coordinator Benelux Breda Resume

• Complete sales orders by printing and reviewing all orders with the operations team
• Determine the routing of the customer call depending on the customer’s request and contract obligations
• Collaborate with Supervisors and Training Manager to identify training needs based on current processes and changes
• Manage all aspects of the Customer Service Operations department; including all aspects of returns processing, product escalation and exceptions
• Daily working practice aligns with Sarbanes Oxley controls
• Maintain dedicated relationship with wholesalers, including stock status and weekly communications
• Complies daily reporting of domestic and international inbound shipments and analyses data to identify trends or issues
• Build processes to allow to process, communicate and confirm orders with Marketplace Partners where they are not accepting

Experience For Head of Customer Service Operations Resume

• Responsible for tendering cash for COD orders
• Responsible for processing credit card payments when applicable
• Ensure required service agreements are in place to secure operations and performance according to business needs
• Support the dimensioning process as an enabler to meet service level goals
• Perform all order functions in AIMS (database) from entry to RAs to invoicing
• Work with external showrooms regarding customer care and seasonal orders
• Work with Accounting team to capture payments in a timely manner
• To provide resolutions on the nature of the request/complaint, status of the customer’s account applying business rules

Experience For Customer Service Operations Leader Resume

• Develop and implement reporting and analytics for the department; implement objectives and actions as a result of information and analysis
• Build and manage relationships with internal departments, key suppliers and supporting CSO Lead
• Complete refresher training for the team on core activities
• Collaborate with management on means of improving call center efficiency
• Creative, high level view for customer service of oversea shopping
• Knowledge about real time staff planning, standard work force management, and forecast methods and processes

Experience For Customer Service Operations Consultant Resume

• Knowledge about relevant Sales and Customer Relations processes, tools and working methods
• Ensure adherence to industry and regulatory changes impacting the customer
• To ensure adherence to statutory requirements for Energy, internal policies, procedures and working practices
• Forward planning to ensure timescales and requirements are met
• Provide business cases and options to implement new ways of working, resolve challenges and agree mitigation actions
• Develop and achieve performance goals and objectives (including productivity and quality) in order to achieve customer expectations
• Assist and direct Citi’s Regional Processing Centres to ensure system input requirements have been met in relation to Loan transactions
• Prepare all commitment billing and bilateral Loan advices
• Generation of marketing collateral on the ADCS capabilities and solutions

List of Typical Skills For a Customer Service & Operations Resume

Skills for customer service operations manager resume.

• Excellent verbal and written communication skills, including effective listening skills
• As a people manager with excellent people management skills
• Excellent communication and presentation skills in English and French
• Proven leadership skills in fields related to Contact Centers, Customer Service, Sales Order Management or Supply Chain
• Managing workflow, escalations and effectively delegating workload across the leadership team
• Managing workflow, escalations and effectively delegating across your leadership team

Skills For Customer Service Operations Representative Resume

• Evidence of strategic thinking, whilst remaining results oriented and maintaining a firm grasp of operational priorities
• Proven experience in driving change across business/strategy design/planning to achieve business goals
• Responsible for effectively disseminating all internal sales leads to maximize opportunity
• Analytical skills, including the ability to analyze and organize data
• Prior experience supporting technical products desired
• Effective team player; demonstrated ease in working with internal and external groups
• Mastery of analytical skills using Google sheets, docs, and slides
• Demonstrates strong leadership and behaviours in all areas and leads to the service to meet agreed outcomes

Skills For Customer Service Operations Analyst Resume

• Demonstrated skill in customer service, problem solving and process improvement
• Interpreting call center data to facilitate effective business transformation
• Experience in planning, structuring and coordinating training events
• Hands on experience with forecasting, capacity planning and scheduling methodologies in a call center environment
• Hands on experience with forecasting, capacity planning and scheduling software

Skills For Customer Service Operations Specialist Resume

• Demonstrated ability to develop solutions to tracking, reporting, and billing of those services
• Leadership of the operational service, inspiring and empowering individuals within the team to deliver excellent customer service
• Experience in structuring and coordinating multi-discplined efforts to meet deadlines, specifically for the publication of documents
• Proven track record of delivering and maintaining quality outcomes for customers
• Experience owning measures and improving results
• Provides actionable reporting for leadership to use to drive the business and improve the customer experience
• Relevant experience in technical writing

Skills For Customer Service Operations Resume

• Experience of undertaking an operations role in a contact centre environment
• Experience of undertaking an operational management role within a B2B customer contact environment is essential
• Good understanding of the Mortgage Customer Journey – New Business and Maintainence /Closures
• Experience of undertaking a professional role within an Energy or utility related business environment
• Extensive previous experience of undertaking an operational management role within a B2C customer contact environment
• Experience solving customers concerns in a contact center environment
• Customer Service Operations experience with at least 2 years leading a team
• Five (5) years of experience working in a Customer Service or Contact Center office environment

Skills For Customer Service & Operations Coordinator Resume

• Working in office or corporate environment required, experience with MS Office Applications
• Highly organized with ability to prioritize competing demands
• Monitor costs and losses incurred by managing team’s contribution to the greater Customer Experience budget
• Experience of billing and customer service
• Experience in Operations with progressively increasing responsibility
• Experience working across companies or departments or teams
• Relevant experience for entry to this level

Skills For Customer Service Operations Coordinator Benelux Breda Resume

• Knowledge and experience of water competition would be advantageous
• Previous work or internship experience in a related field
• Experience in a corporate fashion environment
• Aviation operational experience is an advantage
• Pro-active notification and effective exception management

Skills For Head of Customer Service Operations Resume

• Prioritise resources to meet performance challenges
• Manages the end to end customer experience to ensure satisfactory resolution
• Generally requires 0-2 year's related experience
• Experience in analysis required
• In Customer Service, Help Desk or Call Center experience
• Experience in contact center, retail, or e-commerce operations

Skills For Customer Service Operations Leader Resume

• Solid knowledge of contact centre business
• Broad leadership experience in a people-centric organization
• Validation of pricing in EDI for Key Account Customers
• SAP & CRM Experience
• Experience in a customer service, operations, or database management role
• Previous experience with the management of third-party vendors desired

Skills For Customer Service Operations Consultant Resume

• Excellent customer feedback
• Writing SQL against our data store for gathering, cleaning and analyzing to find performance improvement
• Supporting the Head of Department in budgeting and business planning
• Coordinating between driver representatives to report and resolve issues concerning finding Customers
• Analyzing and formatting data for reporting

List of Typical Responsibilities For a Customer Service & Operations Resume

Responsibilities for customer service operations manager resume.

• Develop and execute a transition plan for product and and sales orders by brand and business unit reviewing opportunities, challenges and ‘call-outs’ to enhance seamless transition
• Responsible for the development, execution, review and refinement of the group’s work strategies including the use of technology, MIS development and analysis, resource management, and expense management
• Cultivate a culture of rich personal connections with our team of 17 staff members supporting their success as they strive to provide exceptional service to our customers throughout the delivery process
• Willingness to visit customers (when required and based on your level of technical skills)
• Proficiency to communicate effectively across various functional areas, and within all levels in the organization (technical, business, executive)

Responsibilities For Customer Service Operations Representative Resume

• Manages workflow, handles escalations, proactively engages resources to address issues, and effectively delegates workload across the leadership team
• Advanced Excel and Qlik skills desired
• Monitor country performance on a daily basis, with the objective of delivering a consistently high quality customer experience
• Working experience in multinational environment
• Technical Project Management experience
• Makes recommendations for optimal call flow design, dialogs, and prompts to meet business requirements and to enhance the customer experience
• Experience in Operations Management with progressively increasing responsibility, including managing teams
• Experience with programming / scripting languages (e.g. Python, R)

Responsibilities For Customer Service Operations Analyst Resume

• Benchmark with other units and the contact centre industry in general in order to get best practice and good ideas for developing the business
• Good command of English both verbal/written
• Ensure a customer focused culture in all non-face-to-face contacts and secure a positive and seamless customer experience
• Build relations to stakeholders within country and global organization to gain and share experience and knowledge essential to the unit to remove obstacles
• Maintain an orderly workflow per priorities that are set daily, weekly, and monthly
• Maintain and orderly workflow per priorities that are set daily, weekly and monthly

Responsibilities For Customer Service Operations Specialist Resume

• Good Knowledge of Keysight organization, processes and deliverables
• Solid knowledge of Keysight products, solution and Market
• Solid System Application knowledge
• 1+year of professional work experience
• Progressively responsible leadership experience in a service operations environment
• Related experience in a call center or service operation

Responsibilities For Customer Service Operations Resume

• Graduate/Post Graduate in Management, Commerce Relevant Experience
• Collaborate with different teams in Technology, Frontline and Controls to design and deliver superior customer experience
• Experience with AIMS & Shopify
• One (1) year of CRM experience
• Implement standardized PPL Customer Service operational and process improvements to ensure effectiveness and efficiency of operations
• Service Sales experience
• Monitoring system interfacing, ensuring data transmission flows correctly from various systems - B2B/EDI/PGR and WMS returns

Responsibilities For Customer Service & Operations Coordinator Resume

• Maintaining a clear link between Home Energy strategy and performance requirements to operational delivery, ensuring this is clearly communicated to staff
• Assisting OCC Duty Managers with reinforcing Customer Services related aspects of operations (GCC)
• Managing schedule change notifications process oversight
• Maintaining business as usual and ensuring continuity of Operations at a sufficient level of quality and control whilst undergoing transition/integration
• Solving complex customer service issues and proactively heading off negative service trends
• Responsible for employee recruiting, training, coaching, counseling and performance management/review of direct reports
• Responsible for embedding standardised approaches and delivering overall customer satisfaction
• Inspire large teams while also driving process improvements and change management

Responsibilities For Customer Service Operations Coordinator Benelux Breda Resume

• Oversees the customer servicing operations across all 16 markets in Asia, with full responsibility for service KPIs
• Prevent failure demand through forward planning to promote value demand
• Drive understanding of contracts, terms and conditions and charge structures to ensure Damco’s interest
• Development, creation and updating business process and policies
• The ability to work with engaged colleagues who share a passion for solving business problems
• Ensure the Customer Service Unit is a clean and safe working environment

Responsibilities For Head of Customer Service Operations Resume

• Contribute to refine/streamline processes & technologies to drive perpetually improving efficiencies
• O Provide constructive and detailed feedback regarding the performance & production of 3rd Party Vendors
• Proactively manager customer feedback and complaints, undertaking root cause analysis and continuous improvement
• Obtain and maintain accreditation with relevant bodies, working in conjunction with other teams where appropriate
• Update systems with customers’ privacy elections
• Work closely with Commercial/Sales Associates, Customers, Distribution Partners, internal Supply Chain Team, and Accounts Receivables Team
• Monitor Operational Performance and Identifies trends (Internal/External) – Scorecards/KPI’s
• Provides direct support to Sales in new account set up in appropriate database applications
• Actively interfaces with Customer Service, Sales, and Laboratory Operations to assure the integrity of the chain of custody of patient specimens from point of sampling to reporting of result

Responsibilities For Customer Service Operations Leader Resume

• Help to develop and implement a customer service policy for an entire Express organization
• Find ways to measure customer satisfaction and improve services
• Work with BPOs and customer service teams to build processes which allow promptly response to customer inquiries and handle and resolve customer complaints across all media types and platforms
• Anticipate requirements as we grow and scale, and act on these anticipations so that we can achieve an on-time delivery rate of 99%+
• Build processes to allow for Customer Service Agents to proactively deal directly with customers and Marketplace Partners and Driver Representatives by telephone, SMS, and email to resolve issues
• Build processes to allow for direct requests and unresolved issues to the designated internal team
• Keep records of customer interactions and transactions as well as details of inquiries, comments and complaints, and actions taken to resolve issues

Responsibilities For Customer Service Operations Consultant Resume

• Prepare and distribute customer activity reports, metrics, and weekly status reports on most common issues
• Communicate and coordinate with internal departments for real time issues
• PC proficiency and competence with MS Office
• Strong track record in project and program management within a technology context. Significant relevant experience in Programme Management in any of the following contexts: Technology, Consulting, Supply Chain Management, Customer Service
• Start-up experience would be of huge advantage
• Monitors the overall corporate Customer Service contact center performance to ensure service levels meet or exceed functional and regulatory standards
• Drives accurate forecasting of volumes and associated capacity / staffing / shrinkage plans based on historical events / data as well as anticipated business changes
• Develops, monitors, and reconciles actual volumes, staffing and related expenses to budget

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22 Operations Manager Resume Examples for Your 2024 Job Search

Operations managers are great at streamlining processes and ensuring that all tasks are completed efficiently. As an operations manager, your resume should be just like an operations plan. It should be organized, efficient, and tailored to the needs of the employer. In this guide, we'll review X operations manager resume examples to help you land your dream job in 2023.

Resume Examples

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Common Responsibilities Listed on Operations Manager Resumes:

• Develop and implement operational strategies and processes to improve efficiency and effectiveness
• Establish and maintain operational policies and procedures
• Monitor and analyze operational performance to identify areas of improvement
• Oversee the daily operations of the organization
• Manage and motivate staff to ensure high performance and productivity
• Develop and manage budgets and financial plans
• Ensure compliance with relevant laws and regulations
• Develop and implement strategies to reduce costs and increase profits
• Monitor and review performance of staff and take corrective action when necessary
• Coordinate with other departments to ensure efficient operations
• Develop and implement customer service standards and procedures
• Monitor customer feedback and take appropriate action

You can use the examples above as a starting point to help you brainstorm tasks, accomplishments for your work experience section.

Operations Manager Resume Example:

• Developed and implemented a new inventory management system, resulting in a 25% reduction in inventory costs and a 15% increase in order fulfillment speed.
• Managed a team of 20 employees, improving overall productivity by 20% through effective coaching and performance management.
• Collaborated with cross-functional teams to streamline the supply chain process, reducing lead times by 30% and improving on-time delivery rates by 25%.
• Managed a budget of $5M, reducing operational costs by 10% through effective financial planning and budget management.
• Implemented a new customer service training program, resulting in a 20% increase in customer satisfaction scores and a 10% reduction in customer complaints.
• Developed and implemented a new safety program, resulting in a 50% reduction in workplace accidents and injuries.
• Developed and implemented a new quality control program, resulting in a 30% reduction in product defects and a 20% increase in customer satisfaction scores.
• Managed a team of 15 employees, improving overall productivity by 25% through effective coaching and performance management.
• Collaborated with cross-functional teams to implement a new ERP system, resulting in a 15% increase in efficiency and a 10% reduction in operational costs.
• Inventory management
• Team management
• Coaching and performance management
• Cross-functional collaboration
• Supply chain optimization
• Budget management
• Financial planning
• Customer service training
• Safety program development
• Quality control
• ERP system implementation
• Process improvement
• Time management
• Strategic planning
• Project management
• Data analysis
• Risk management
• Vendor management
• Change management
• Lean Six Sigma

Retail Operations Manager Resume Example:

• Developed and implemented a new inventory management system, resulting in a 25% reduction in stockouts and a 15% increase in sales.
• Analyzed store performance metrics and identified areas for improvement, resulting in a 10% increase in customer satisfaction scores and a 5% increase in average transaction value.
• Lead store teams in the execution of promotional activities and special events, resulting in a 20% increase in foot traffic and a 10% increase in sales during the holiday season.
• Managed store budgets and ensured cost-effectiveness, resulting in a 10% reduction in operational costs and a 5% increase in profit margins.
• Developed and implemented policies and procedures to ensure compliance with company standards, resulting in a 100% compliance rate during internal audits.
• Maintained relationships with vendors and suppliers, negotiating favorable terms and reducing procurement costs by 15%.
• Monitored and evaluated employee performance and provided feedback and coaching, resulting in a 20% increase in employee satisfaction scores and a 10% reduction in turnover rate.
• Developed and maintained relationships with local community organizations, resulting in a 15% increase in customer traffic and a 10% increase in sales.
• Analyzed customer feedback and developed strategies to improve customer satisfaction, resulting in a 10% increase in customer satisfaction scores and a 5% increase in repeat business.
• Store performance analysis
• Promotional planning and execution
• Policy and procedure development
• Compliance management
• Vendor and supplier relationship management
• Employee performance evaluation
• Coaching and feedback
• Community engagement
• Customer satisfaction analysis
• Strategy development
• Sales forecasting
• Team leadership
• Problem-solving
• Communication and negotiation
• Adaptability
• Conflict resolution

Sales Operations Manager Resume Example:

• Developed and implemented a sales incentive program that increased sales team productivity by 25% and resulted in a 10% increase in revenue within the first quarter.
• Analyzed sales performance data and identified areas of improvement, resulting in a 15% increase in customer retention rates and a 20% increase in upsell opportunities.
• Collaborated with cross-functional teams to streamline sales operations processes and procedures, reducing order processing time by 30% and improving customer satisfaction scores by 15%.
• Managed and coordinated sales operations activities, resulting in a 20% increase in customer onboarding efficiency and a 25% reduction in order processing errors.
• Developed and maintained sales operations reports and dashboards, providing real-time visibility into sales performance metrics and enabling data-driven decision-making.
• Implemented sales operations training programs, resulting in a 30% improvement in sales team knowledge and skills and a 20% increase in sales productivity.
• Developed and implemented sales operations strategies that increased sales efficiency and effectiveness by 35% and resulted in a 10% increase in revenue within the first year.
• Managed and coordinated sales operations budget and forecast, resulting in a 15% reduction in operational costs and a 20% increase in profitability.
• Collaborated with other departments to align sales operations processes with company goals and objectives, resulting in a 25% improvement in cross-functional communication and collaboration.
• Sales strategy development and implementation
• Sales performance analysis and reporting
• Sales process optimization and streamlining
• Cross-functional collaboration and communication
• Sales operations budgeting and forecasting
• Sales incentive program design and management
• Customer retention and upselling strategies
• Sales operations training and development
• Data-driven decision-making
• Sales team management and coordination
• Sales operations reporting and dashboard creation
• Customer onboarding and order processing efficiency
• Sales productivity improvement
• Operational cost reduction and profitability management

Business Operations Manager Resume Example:

• Developed and implemented a new customer service strategy that resulted in a 25% increase in customer satisfaction scores and a 10% decrease in customer complaints within the first year.
• Managed a project to streamline the supply chain process, resulting in a 15% reduction in inventory costs and a 20% increase in on-time delivery rates.
• Collaborated with the finance team to create and manage a budget that reduced operational costs by 10% while maintaining high levels of service quality.
• Lead a team of cross-functional stakeholders to develop and implement a new employee training program, resulting in a 30% increase in employee productivity and a 20% decrease in employee turnover.
• Managed a project to implement a new CRM system, resulting in a 15% increase in sales revenue and a 10% increase in customer retention rates.
• Collaborated with external vendors to negotiate new contracts, resulting in a 15% reduction in costs and a 10% increase in service quality.
• Developed and implemented a new performance management system, resulting in a 20% increase in employee engagement and a 15% increase in productivity.
• Managed a project to improve the company's online presence, resulting in a 25% increase in website traffic and a 20% increase in online sales revenue.
• Collaborated with the HR team to develop and implement a new employee benefits program, resulting in a 10% increase in employee satisfaction and a 5% decrease in employee turnover.
• Budgeting and financial management
• Supply chain management
• Customer service strategy
• Team leadership and collaboration
• Employee training and development
• Performance management
• CRM system implementation
• Vendor management and contract negotiation
• Online presence and digital marketing
• Employee benefits and HR collaboration
• Cross-functional stakeholder management
• Data analysis and reporting

Amazon Operations Manager Resume Example:

• Developed and implemented a new inventory management system, resulting in a 25% reduction in stockouts and a 15% increase in on-time delivery rates.
• Lead a team of 50 associates to achieve a 98% accuracy rate in order fulfillment, exceeding company standards and improving customer satisfaction scores by 10%.
• Implemented a new training program for associates, resulting in a 20% reduction in training time and a 30% increase in productivity.
• Managed a team of 100 associates to achieve a 99% accuracy rate in inventory management, reducing inventory holding costs by 20%.
• Developed and implemented a new scheduling system, resulting in a 15% reduction in overtime costs and a 10% increase in productivity.
• Implemented a new quality control program, resulting in a 25% reduction in customer complaints and a 20% increase in customer satisfaction scores.
• Lead a team of 75 associates to achieve a 99% accuracy rate in order fulfillment, exceeding company standards and improving customer satisfaction scores by 15%.
• Implemented a new vendor management program, resulting in a 20% reduction in costs and a 10% increase in supplier performance.
• Order fulfillment
• Training and development
• Scheduling and resource allocation
• Safety and risk management
• Cost reduction and efficiency improvement
• Customer satisfaction and relationship management
• Data analysis and performance metrics
• Process improvement and implementation
• Time management and prioritization
• Communication and collaboration
• Problem-solving and decision-making

IT Operations Manager Resume Example:

• Developed and implemented disaster recovery plans, resulting in a 50% reduction in downtime during system outages.
• Managed IT vendor relationships, negotiating contracts and reducing costs by 15% while maintaining high service levels.
• Trained and mentored IT staff, resulting in a 25% increase in team productivity and a 10% decrease in employee turnover.
• Monitored and maintained IT systems, networks, and applications, achieving a 99.9% uptime rate and ensuring high levels of customer satisfaction.
• Managed and coordinated IT projects and initiatives, completing projects on time and within budget, resulting in a 20% increase in project success rate.
• Researched and recommended new technologies, leading to the adoption of cloud-based solutions and reducing operational costs by 30%.
• Developed and maintained IT operations policies and procedures, ensuring compliance with security policies and procedures and reducing the risk of security breaches by 40%.
• Overseen the installation, configuration, and maintenance of hardware and software, resulting in a 25% reduction in system downtime and a 15% increase in system performance.
• Troubleshot and resolved IT system and network issues, reducing the average resolution time by 50% and improving overall system reliability by 30%.
• Disaster recovery planning
• IT staff training and mentoring
• IT systems monitoring and maintenance
• Project management and coordination
• Technology research and recommendation
• IT operations policy development and compliance
• Hardware and software installation and configuration
• Troubleshooting and issue resolution
• Network administration and security
• Cloud-based solutions implementation
• IT budgeting and cost reduction
• Customer satisfaction and service level management
• IT risk management and mitigation
• System performance optimization

Call Center Operations Manager Resume Example:

• Implemented a new quality assurance program that resulted in a 20% increase in customer satisfaction scores and a 15% decrease in call handling time.
• Developed and implemented a training program for call center staff that resulted in a 25% increase in first call resolution rates and a 10% decrease in customer complaints.
• Collaborated with key stakeholders to develop and implement a new call routing system, resulting in a 30% increase in call volume capacity and a 20% decrease in wait times.
• Managed a budget of $3M for call center operations, achieving a 10% cost reduction through process improvements and vendor negotiations.
• Developed and implemented a new performance management system for call center staff, resulting in a 15% increase in employee engagement and a 10% decrease in turnover.
• Collaborated with IT to implement new call center technology, resulting in a 25% increase in call center efficiency and a 20% decrease in system downtime.
• Developed and implemented a new customer service policy that resulted in a 15% increase in customer satisfaction scores and a 10% decrease in customer complaints.
• Managed a team of 50 call center staff, achieving a 20% increase in productivity through coaching and performance management.
• Collaborated with marketing to develop and implement a new customer feedback program, resulting in a 25% increase in customer feedback response rates and a 15% increase in customer retention.
• Quality assurance management
• Training program development and implementation
• Call routing system design and implementation
• Budget management and cost reduction
• Performance management system development
• Call center technology implementation
• Customer service policy development
• Team management and coaching
• Customer feedback program development
• Stakeholder collaboration
• Vendor negotiation
• Employee engagement strategies
• Customer retention strategies
• Call center efficiency optimization

Transportation Operations Manager Resume Example:

• Implemented a new transportation route optimization strategy, resulting in a 15% reduction in transportation costs and a 20% increase in on-time deliveries.
• Developed and maintained relationships with transportation vendors, negotiating contracts that resulted in a 10% reduction in transportation costs.
• Managed and coordinated the loading and unloading of goods, reducing loading times by 25% and increasing overall transportation efficiency by 30%.
• Monitored and managed transportation operations performance, implementing new KPIs that resulted in a 15% increase in overall transportation efficiency.
• Developed and implemented transportation operations policies and procedures, resulting in a 20% reduction in safety incidents and a 10% increase in customer satisfaction.
• Analyzed and optimized transportation routes and schedules, reducing transportation costs by 10% and improving on-time delivery rates by 15%.
• Developed and implemented strategies to improve transportation operations, resulting in a 25% increase in overall transportation efficiency and a 15% reduction in transportation costs.
• Monitored and managed the performance of transportation staff, implementing new training programs that resulted in a 20% increase in staff productivity and a 10% reduction in safety incidents.
• Monitored and analyzed customer feedback and complaints, implementing new customer service initiatives that resulted in a 15% increase in customer satisfaction.
• Route optimization
• Contract negotiation
• Loading and unloading coordination
• Performance monitoring
• KPI implementation
• Safety management
• Customer satisfaction
• Transportation cost reduction
• Staff management and training
• Customer service initiatives
• Analytical thinking
• Communication skills
• Decision-making

Logistics Operations Manager Resume Example:

• Implemented a new inventory management system, resulting in a 25% reduction in inventory holding costs and a 15% increase in order fulfillment accuracy.
• Developed and executed a transportation optimization strategy, reducing transportation costs by 20% and improving on-time delivery performance by 10%.
• Lead a cross-functional team to implement a new warehouse layout and process flow, resulting in a 30% increase in warehouse efficiency and a 25% reduction in labor costs.
• Managed the selection and implementation of a new third-party logistics provider, resulting in a 15% reduction in transportation costs and a 20% improvement in delivery performance.
• Developed and executed a supplier performance management program, resulting in a 10% reduction in supplier lead times and a 5% improvement in supplier quality.
• Implemented a new process for managing customer returns, reducing return processing time by 50% and improving customer satisfaction scores by 15%.
• Developed and implemented a new process for managing international shipments, resulting in a 20% reduction in customs clearance times and a 10% reduction in transportation costs.
• Lead a cross-functional team to implement a new warehouse management system, resulting in a 30% increase in warehouse efficiency and a 20% reduction in inventory holding costs.
• Developed and executed a cost-saving initiative to consolidate shipments, resulting in a 15% reduction in transportation costs and a 10% reduction in carbon emissions.
• Transportation optimization
• Warehouse layout and process design
• Third-party logistics provider selection
• Supplier performance management
• Customer returns management
• International shipping and customs clearance
• Warehouse management system implementation
• Cost-saving initiatives and consolidation strategies
• Cross-functional team leadership
• Risk management and mitigation
• Negotiation and vendor management
• Quality control and assurance
• Regulatory compliance
• Environmental sustainability
• Customer service and satisfaction

Hotel Operations Manager Resume Example:

• Implemented a new customer service training program that resulted in a 25% increase in positive guest feedback and a 10% increase in overall customer satisfaction scores.
• Developed and executed a marketing campaign that increased occupancy rates by 15% during the off-season, resulting in a revenue increase of $500,000.
• Managed a team of 50 staff members and reduced turnover rates by 20% through implementing employee recognition programs and providing opportunities for professional development.
• Negotiated contracts with vendors and suppliers, resulting in a 10% reduction in operational costs and a savings of $100,000 annually.
• Implemented a new inventory management system that reduced waste and improved efficiency, resulting in a 15% decrease in inventory costs.
• Developed and implemented a safety and security protocol that improved guest and staff safety and reduced incidents by 30%.
• Developed and implemented a revenue management strategy that increased revenue by 20% within the first year.
• Implemented a new housekeeping system that improved room turnover time by 10% and increased guest satisfaction scores by 15%.
• Managed a renovation project that resulted in a 25% increase in room rates and a 20% increase in occupancy rates.
• Customer service excellence
• Revenue management
• Marketing and promotions
• Staff management and development
• Vendor and supplier negotiations
• Safety and security protocols
• Budgeting and cost control
• Housekeeping and maintenance management
• Time management and organization
• Interpersonal and communication skills
• Analytical and strategic thinking
• Adaptability and flexibility

Regional Operations Manager Resume Example:

• Developed and implemented a regional training program that increased employee productivity by 25% and reduced onboarding time by 30%.
• Identified and resolved operational issues in a timely manner, resulting in a 15% increase in customer satisfaction scores.
• Lead and managed a regional operations team to ensure compliance with company policies and procedures, resulting in a 100% compliance rate.
• Developed and implemented operational strategies to improve efficiency and productivity, resulting in a 20% reduction in costs and a 15% increase in revenue.
• Monitored and analyzed regional operations performance metrics, identifying process improvements that reduced delivery times by 25% and increased team productivity by 30%.
• Managed regional budgets, reducing expenses by 10% while maintaining high levels of service quality.
• Developed and maintained relationships with key stakeholders in the region, resulting in a 20% increase in business partnerships and a 15% increase in revenue.
• Identified and implemented process improvements to reduce costs and increase efficiency, resulting in a 25% reduction in operational expenses and a 20% increase in productivity.
• Monitored and analyzed customer feedback to identify areas of improvement, resulting in a 10% increase in customer satisfaction scores and a 5% increase in customer retention rates.
• Strategic planning and execution
• Operational efficiency and productivity improvement
• Performance metrics analysis and reporting
• Team leadership and management
• Process improvement and optimization
• Stakeholder relationship management
• Customer satisfaction and retention
• Compliance and risk management
• Excellent communication and negotiation skills
• Adaptability and resilience

FedEx Operations Manager Resume Example:

• Developed and implemented a new inventory management system, resulting in a 25% reduction in inventory costs and a 15% increase in order fulfillment efficiency.
• Analyzed performance metrics and identified areas of improvement in customer service, leading to the implementation of new training programs and a 10% increase in customer satisfaction scores.
• Lead and motivated a team of 20 employees to achieve a 98% on-time delivery rate and a 20% increase in productivity over a one-year period.
• Managed the development and implementation of new safety protocols and procedures, resulting in a 30% reduction in workplace accidents and injuries.
• Developed and managed a budget of $5M, reducing operational costs by 15% through strategic vendor negotiations and process improvements.
• Collaborated with cross-functional teams to develop and implement new processes and procedures, resulting in a 20% increase in operational efficiency and a 10% reduction in order processing time.
• Developed and implemented a new customer feedback system, resulting in a 25% increase in customer satisfaction scores and a 15% increase in customer loyalty.
• Managed and coordinated daily operations for a team of 50 employees, achieving a 99% on-time delivery rate and a 20% increase in productivity over a two-year period.
• Developed and implemented strategies to improve operational efficiency and reduce costs, resulting in a 15% reduction in operational costs and a 10% increase in order fulfillment efficiency.
• Performance analysis
• Customer service improvement
• Safety protocol development
• Customer feedback analysis
• Operations coordination

Senior Operations Manager Resume Example:

• Developed and implemented a new operational strategy that increased efficiency by 25% and reduced costs by 20% within the first year.
• Lead a team of 15 operations staff, resulting in a 10% increase in team productivity and a 15% improvement in overall team satisfaction scores.
• Established and maintained relationships with key vendors and suppliers, resulting in a 30% reduction in supply chain costs and improved delivery times.
• Managed and optimized a $5M operational budget, resulting in a 15% reduction in costs and a 10% increase in revenue.
• Identified and resolved operational issues in a timely manner, resulting in a 20% improvement in customer satisfaction scores and a 25% reduction in customer complaints.
• Developed and implemented operational policies and procedures, ensuring compliance with relevant laws and regulations and reducing legal risks by 30%.
• Analyzed and improved existing processes and procedures, resulting in a 20% reduction in operational costs and a 15% increase in efficiency.
• Developed and implemented strategies to improve customer service, resulting in a 25% increase in customer satisfaction scores and a 20% increase in customer retention rates.
• Coordinated with other departments to ensure efficient operations, resulting in a 30% reduction in cross-departmental conflicts and a 10% increase in overall team collaboration.
• Operational strategy development and implementation
• Budget management and optimization
• Process improvement and efficiency enhancement
• Team leadership and motivation
• Cross-departmental collaboration
• Risk management and compliance
• Problem-solving and issue resolution
• Performance measurement and analysis

Healthcare Operations Manager Resume Example:

• Developed and implemented a new patient satisfaction survey system, resulting in a 25% increase in overall satisfaction scores within the first year.
• Managed a team of 15 staff members and ensured compliance with all applicable laws and regulations, resulting in zero compliance violations during annual audits.
• Implemented cost-saving measures, including renegotiating vendor contracts and optimizing staffing levels, resulting in a 10% reduction in operational costs.
• Developed and implemented a quality assurance program, resulting in a 30% reduction in medical errors and a 20% increase in patient safety scores.
• Managed a budget of $5M and developed financial plans to support organizational goals, resulting in a 15% increase in revenue and a 10% reduction in expenses.
• Coordinated with other departments to streamline processes and improve efficiency, resulting in a 20% reduction in patient wait times and a 15% increase in patient throughput.
• Managed and coordinated a project to implement a new electronic health record system, resulting in a 40% reduction in documentation errors and a 30% increase in provider satisfaction scores.
• Analyzed and reported on operational performance metrics, identifying areas for improvement and implementing strategies to improve efficiency, resulting in a 25% reduction in overtime costs and a 20% increase in productivity.
• Developed and maintained operational policies and procedures, ensuring compliance with all applicable laws and regulations and improving overall organizational efficiency.
• Healthcare management
• Quality assurance
• Budgeting and financial planning
• Compliance and regulatory knowledge
• Electronic health record (EHR) implementation
• Policy development and implementation
• Patient satisfaction and safety
• Staffing optimization

Assistant Operations Manager Resume Example:

• Developed and implemented a new scheduling system that reduced labor costs by 15% and increased productivity by 20%.
• Collaborated with cross-functional teams to streamline inventory management processes, resulting in a 25% reduction in excess inventory and a 10% increase in on-time delivery.
• Implemented a customer feedback program and developed strategies to improve customer satisfaction, resulting in a 15% increase in customer retention.
• Managed a team of 20 employees and oversaw daily operations, resulting in a 95% on-time delivery rate and a 10% increase in overall productivity.
• Developed and implemented a new training program for employees, resulting in a 20% increase in employee satisfaction and a 5% decrease in employee turnover.
• Collaborated with vendors and suppliers to negotiate contracts and reduce costs, resulting in a 10% reduction in operational expenses.
• Developed and implemented new operational policies and procedures, resulting in a 30% increase in efficiency and a 20% reduction in errors.
• Managed budgets and financial plans, resulting in a 5% increase in revenue and a 10% reduction in expenses.
• Developed and implemented a new quality control program, resulting in a 25% reduction in defects and a 15% increase in customer satisfaction.
• Operations management
• Scheduling and planning
• Team management and leadership
• Vendor and supplier negotiation

Warehouse Operations Manager Resume Example:

• Implemented a new inventory management system, resulting in a 25% reduction in stockouts and a 15% increase in inventory accuracy.
• Developed and executed a safety training program, resulting in a 50% decrease in workplace accidents and injuries.
• Reduced shipping costs by 20% by negotiating new contracts with carriers and optimizing shipping routes.
• Managed a team of 20 warehouse staff, achieving a 95% on-time delivery rate and a 98% order accuracy rate.
• Implemented a new order picking process, resulting in a 30% increase in productivity and a 20% reduction in labor costs.
• Developed and executed a cost-saving initiative, resulting in a 10% reduction in overall warehouse expenses.
• Developed and implemented a new warehouse layout, resulting in a 40% increase in storage capacity and a 25% reduction in order fulfillment time.
• Reduced inventory carrying costs by 15% by optimizing inventory levels and implementing a just-in-time (JIT) inventory system.
• Implemented a new quality control process, resulting in a 20% reduction in product defects and a 10% increase in customer satisfaction ratings.
• Warehouse layout optimization
• Safety training and compliance
• Shipping and logistics coordination
• Order picking and fulfillment
• Cost reduction and budgeting
• Just-in-time inventory systems
• Customer satisfaction and service
• Staff training and development

Security Operations Manager Resume Example:

• Developed and implemented a comprehensive security awareness program, resulting in a 50% reduction in security incidents caused by employee error.
• Conducted regular security audits and vulnerability assessments, identifying and addressing critical vulnerabilities before they could be exploited by attackers.
• Managed a team of 5 security analysts, providing coaching and mentorship that resulted in a 25% increase in team productivity and a 15% decrease in incident response time.
• Implemented a new security incident response process, reducing the average time to detect and respond to security incidents by 40%.
• Collaborated with the IT department to implement a new security information and event management (SIEM) system, resulting in a 30% increase in the organization's ability to detect and respond to security threats.
• Conducted a successful penetration testing exercise, identifying and remediating critical vulnerabilities that could have resulted in a data breach.
• Developed and implemented a new security policy framework, resulting in a 20% improvement in compliance with security policies and procedures.
• Managed the implementation of a new intrusion detection system, reducing the number of successful attacks on the organization's systems by 50%.
• Developed and maintained relationships with external security vendors, resulting in a 15% reduction in the cost of security solutions and services.
• Security policy development and implementation
• Security awareness training and education
• Security auditing and vulnerability assessments
• Incident response management
• Team leadership and mentorship
• Security information and event management (SIEM)
• Penetration testing and vulnerability remediation
• Intrusion detection and prevention systems
• Vendor management and negotiation
• Risk assessment and mitigation
• Network security architecture
• Cyber threat intelligence
• Data privacy and protection
• Crisis management and business continuity planning

Marketing Operations Manager Resume Example:

• Developed and implemented a new marketing automation platform, resulting in a 25% increase in lead generation and a 20% increase in conversion rates.
• Collaborated with sales and marketing teams to create and execute a targeted email campaign, resulting in a 30% increase in open rates and a 15% increase in click-through rates.
• Managed a team of 5 marketing operations specialists, providing coaching and mentorship that led to a 10% increase in team productivity and a 15% improvement in team satisfaction scores.
• Managed a $1.5M marketing operations budget, optimizing spend and achieving a 10% reduction in costs while maintaining campaign effectiveness.
• Developed and implemented a new customer segmentation strategy, resulting in a 15% increase in customer engagement and a 10% increase in customer retention rates.
• Collaborated with external vendors to implement a new analytics tool, resulting in a 20% increase in data accuracy and a 25% increase in actionable insights.
• Developed and implemented a new CRM system, resulting in a 30% increase in lead quality and a 20% increase in sales pipeline velocity.
• Collaborated with cross-functional teams to design and execute a new social media campaign, resulting in a 40% increase in social media engagement and a 25% increase in website traffic.
• Managed a team of 8 marketing operations specialists, providing leadership and guidance that led to a 15% increase in team productivity and a 20% improvement in team satisfaction scores.
• Marketing automation platform expertise
• Email campaign management
• Customer segmentation strategy development
• Vendor collaboration and management
• Analytics tool implementation
• CRM system development and implementation
• Social media campaign management
• Data-driven decision making
• Marketing performance measurement
• Marketing technology integration

Distribution Operations Manager Resume Example:

• Implemented a new inventory management system, resulting in a 25% reduction in stockouts and a 15% increase in order fulfillment accuracy.
• Developed and executed a cost-saving initiative by optimizing transportation routes and reducing transportation costs by 20%.
• Improved customer satisfaction by 10% through the implementation of a new customer service training program for distribution center staff.
• Managed a team of 50 employees, achieving a 95% on-time delivery rate and reducing order processing time by 30%.
• Reduced operational costs by 15% through the implementation of a new energy-efficient lighting system and equipment upgrades.
• Lead a cross-functional team to implement a new warehouse management system, resulting in a 20% increase in productivity and a 10% reduction in labor costs.
• Developed and executed a continuous improvement program, resulting in a 15% reduction in order processing time and a 10% increase in inventory accuracy.
• Improved vendor relationships by negotiating new contracts and reducing costs by 10%.
• Warehouse management systems
• Cost reduction and optimization
• Transportation and route planning
• Continuous improvement initiatives
• Vendor relationship management
• Cross-functional team collaboration
• Order processing and fulfillment
• Energy efficiency and sustainability
• Performance metrics and KPI tracking

Entry Level Operations Manager Resume Example:

• Developed and implemented a new inventory management system, resulting in a 25% reduction in excess inventory and a 15% increase in on-time delivery to customers.
• Analyzed operational performance metrics and identified areas for improvement, leading to the implementation of new processes that resulted in a 10% increase in productivity and a 5% reduction in operational costs.
• Managed and coordinated daily operations, ensuring compliance with applicable laws and regulations and maintaining positive relationships with vendors and suppliers.
• Implemented strategies to improve customer service, resulting in a 20% increase in customer satisfaction scores and a 10% increase in repeat business.
• Managed and monitored budgets and expenditures, identifying cost-saving opportunities that resulted in a 5% reduction in operational costs.
• Developed and maintained relationships with vendors and suppliers, negotiating favorable terms and conditions that resulted in a 10% reduction in procurement costs.
• Developed and implemented operational policies and procedures, resulting in a 15% increase in operational efficiency and a 10% reduction in errors.
• Managed and trained a team of staff, resulting in a 20% increase in productivity and a 15% reduction in turnover.
• Analyzed and resolved operational issues, resulting in a 10% reduction in customer complaints and a 5% increase in customer retention.
• Performance metrics analysis
• Cost reduction strategies
• Procurement negotiation
• Operational efficiency
• Issue resolution
• Customer retention

Branch Operations Manager Resume Example:

• Implemented a new customer service training program that resulted in a 25% increase in customer satisfaction scores within the first quarter.
• Developed and executed a marketing campaign that increased branch revenue by 10% over a six-month period.
• Streamlined financial transaction processes, reducing transaction times by 15% and improving accuracy by 20%.
• Managed a team of 15 staff members, resulting in a 20% increase in team productivity and a 10% decrease in staff turnover.
• Developed and implemented a cost-saving initiative that reduced branch expenses by 15% over a one-year period.
• Improved compliance with regulatory requirements by implementing new policies and procedures, resulting in a 100% pass rate on all audits.
• Developed and executed a process improvement initiative that reduced customer wait times by 30% and increased customer satisfaction scores by 15%.
• Managed a budget of $1M, resulting in a 5% increase in revenue and a 10% decrease in expenses.
• Developed and maintained relationships with key stakeholders, resulting in a 20% increase in customer referrals and a 15% increase in customer retention rates.
• Marketing and sales strategy
• Process improvement and streamlining
• Cost reduction and budget management
• Relationship building and stakeholder management
• Financial transaction processing

Operations Supervisor Resume Example:

• Developed and implemented a new scheduling system that increased staff productivity by 25% and reduced overtime costs by 20%.
• Collaborated with the safety department to create and implement new safety protocols, resulting in a 30% reduction in workplace accidents.
• Identified and resolved operational issues related to inventory management, resulting in a 15% reduction in inventory costs.
• Managed a team of 20 employees and implemented a new training program that increased employee satisfaction by 25% and reduced turnover by 15%.
• Developed and implemented a new quality control system that reduced defects by 20% and increased customer satisfaction by 15%.
• Collaborated with the finance department to develop and implement a budget plan that reduced operational costs by 10% while maintaining quality standards.
• Developed and implemented a new performance evaluation system that increased staff productivity by 20% and reduced absenteeism by 15%.
• Collaborated with the IT department to implement new technology solutions that improved operational efficiency by 30% and reduced downtime by 25%.
• Identified and resolved operational issues related to supply chain management, resulting in a 10% reduction in supply chain costs and a 15% improvement in delivery times.
• Staff scheduling
• Safety protocols implementation
• Budget planning
• Performance evaluation
• Technology implementation
• Communication
• Customer service

Operations Coordinator Resume Example:

• Developed and implemented a new scheduling system that increased on-time delivery rates by 25% and reduced overtime costs by 20%.
• Collaborated with cross-functional teams to streamline workflow processes, resulting in a 15% increase in productivity and a 10% reduction in errors.
• Implemented customer feedback surveys and used data analysis to identify areas for improvement, resulting in a 30% increase in customer satisfaction ratings.
• Managed and coordinated a project to implement a new inventory management system, resulting in a 40% reduction in stockouts and a 25% increase in inventory turnover.
• Developed and implemented a new training program for employees, resulting in a 20% increase in employee retention rates and a 15% increase in employee satisfaction scores.
• Collaborated with external vendors to negotiate contracts and reduce operational costs by 15%.
• Developed and implemented a new quality control system, resulting in a 20% reduction in defects and a 10% increase in product quality ratings.
• Collaborated with cross-functional teams to develop and implement a new customer service strategy, resulting in a 25% increase in customer retention rates and a 20% increase in customer satisfaction ratings.
• Managed and coordinated a project to implement a new CRM system, resulting in a 30% increase in sales and a 20% increase in lead conversion rates.
• CRM systems

High Level Resume Tips for Operations Managers:

Must-have information for a operations manager resume:.

Here are the essential sections that should exist in an Operations Manager resume:

• Contact Information
• Resume Headline
• Resume Summary or Objective
• Work Experience & Achievements
• Skills & Competencies

Additionally, if you're eager to make an impression and gain an edge over other Operations Manager candidates, you may want to consider adding in these sections:

• Certifications/Training

Let's start with resume headlines.

Why Resume Headlines & Titles are Important for Operations Managers:

Operations manager resume headline examples:, strong headlines.

• Dynamic Operations Manager with a proven track record of optimizing supply chain processes and reducing costs by 20% in the manufacturing industry.
• Strategic Operations Manager with expertise in implementing lean methodologies and driving continuous improvement initiatives, resulting in a 25% increase in productivity.
• Visionary Operations Manager with a focus on customer satisfaction and quality control, leading cross-functional teams to achieve ISO 9001 certification and a 95% customer satisfaction rating.

Why these are strong:

• These resume headlines are strong for Operations Managers as they highlight key skills and achievements that are highly valued in the industry. The first headline emphasizes the candidate's ability to optimize supply chain processes and reduce costs, which is a crucial factor in the manufacturing industry. The second headline showcases the candidate's expertise in implementing lean methodologies and driving continuous improvement, which is essential for increasing productivity. Finally, the third headline emphasizes the candidate's focus on customer satisfaction and quality control, which are critical factors in achieving ISO 9001 certification and maintaining high customer satisfaction ratings. Overall, these headlines effectively communicate the candidate's strengths and accomplishments in their field, making them stand out to hiring managers.

Weak Headlines

• Experienced Operations Manager with Strong Leadership Skills
• Skilled Operations Manager with Expertise in Process Improvement
• Operations Manager with a Focus on Cost Reduction

Why these are weak:

• These resume headlines need improvement for Operations Managers as they lack specificity and fail to highlight the candidate's unique achievements or contributions. The first headline mentions experience and leadership skills, but doesn't provide any context or results. The second headline highlights expertise in process improvement, but doesn't showcase any measurable achievements or certifications. The third headline mentions a focus on cost reduction, but fails to provide any examples of cost savings or efficiency improvements.

Writing an Exceptional Operations Manager Resume Summary:

Operations manager resume summary examples:, strong summaries.

• Strategic Operations Manager with 10 years of experience in supply chain management, driving process improvements and cost savings initiatives. Skilled in leading cross-functional teams and implementing lean methodologies, resulting in a 30% reduction in lead times and a 20% increase in productivity.
• Detail-oriented Operations Manager with a background in logistics and inventory management, overseeing the successful delivery of over 1,000 shipments per month. Proficient in implementing quality control measures and streamlining warehouse operations, resulting in a 25% reduction in errors and a 15% increase in on-time delivery rates.
• Customer-focused Operations Manager with 8 years of experience in the hospitality industry, leading teams to deliver exceptional guest experiences. Adept at managing budgets and optimizing operational efficiency, resulting in a 10% increase in revenue and a 15% decrease in guest complaints.
• These resume summaries are strong for Operations Managers as they highlight the candidates' relevant experience, key strengths, and quantifiable achievements. The first summary emphasizes the candidate's expertise in supply chain management and their ability to drive process improvements and cost savings initiatives. The second summary showcases the candidate's attention to detail and success in logistics and inventory management, resulting in improved quality control and delivery rates. Lastly, the third summary demonstrates the candidate's customer-centric approach and their impact on revenue and guest satisfaction in the hospitality industry, making them a valuable asset to potential employers.

Weak Summaries

• Operations Manager with experience in overseeing teams and managing budgets, seeking a new opportunity to utilize my skills in a challenging environment.
• Experienced Operations Manager with a background in various industries and a proven track record of success, looking for a new challenge in a dynamic organization.
• Operations Manager with a focus on process improvement and cost reduction, committed to driving operational efficiency and delivering results.
• These resume summaries need improvement for Operations Managers as they lack specific achievements or examples of how the candidate has contributed to the success of their previous organizations. The first summary provides only a general overview of the candidate's experience, without mentioning any specific accomplishments or industries. The second summary mentions a "proven track record of success" but doesn't provide any quantifiable results or details on the candidate's successes in managing teams or budgets. The third summary mentions a focus on process improvement and cost reduction, but doesn't provide any examples of how the candidate has achieved these goals or the impact they have had on the organizations they have worked for.

Resume Objective Examples for Operations Managers:

Strong objectives.

• Results-driven and detail-oriented Operations Manager with experience in supply chain management and process improvement, seeking a challenging role to leverage my skills in optimizing operations, reducing costs, and enhancing customer satisfaction in a fast-paced environment.
• Highly organized and proactive Operations Manager with a background in logistics and inventory management, looking for an opportunity to apply my expertise in streamlining processes, managing teams, and implementing best practices to drive operational excellence and achieve business goals.
• Strategic and analytical Operations Manager with a proven track record of success in project management and cross-functional collaboration, seeking a leadership position to utilize my skills in data analysis, process optimization, and team development to deliver exceptional results and drive business growth.
• These resume objectives are strong for up and coming Operations Managers because they showcase the candidates' relevant skills, experience, and achievements, while also demonstrating their eagerness to take on new challenges and contribute to the success of the organization. The first objective emphasizes the candidate's results-driven approach and expertise in supply chain management, which are important attributes for an Operations Manager. The second objective showcases the candidate's organizational skills and experience in logistics and inventory management, making them a promising fit for a role that requires attention to detail and process optimization. Lastly, the third objective highlights the candidate's strategic thinking and project management skills, demonstrating their ability to lead cross-functional teams and drive business growth through data-driven decision-making.

Weak Objectives

• Seeking an Operations Manager position where I can utilize my skills and experience to contribute to the success of the company.
• Recent graduate with a degree in Operations Management seeking an entry-level position in the field.
• Aspiring Operations Manager with some experience in project management, looking to develop my career in the operations industry.
• These resume objectives need improvement for up and coming Operations Managers because they lack specificity and don't effectively showcase the unique value or skills the candidates possess. The first objective is generic and doesn't provide any information about the candidate's background, passion, or relevant experience. The second objective only mentions the candidate's degree and doesn't provide any information about their skills or experience. The third objective hints at some experience in project management, but it doesn't mention any specific achievements, education, or industries the candidate is interested in. All three objectives could benefit from more specific information about the candidate's skills, experience, and passion for the operations industry.

Generate Your Resume Summary with AI

Speed up your resume creation process with the ai resume builder . generate tailored resume summaries in seconds., how to impress with your operations manager work experience:, best practices for your work experience section:.

• Focus on quantifiable achievements and metrics: Use numbers, percentages, and data to demonstrate how you improved operational efficiency, reduced costs, increased productivity, or improved customer satisfaction.
• Describe how you led operational initiatives from conception to implementation: Outline the steps you took, challenges you faced, and the results you achieved.
• Highlight any successful collaborations: Describe how you worked with cross-functional teams to achieve operational goals and improve processes.
• Demonstrate your understanding of operational processes: Showcase your knowledge of supply chain management, logistics, inventory management, and quality control.
• Call out any awards, recognition, or unique accomplishments associated with your operational achievements.
• Mention any customer feedback or success stories relating to your work.
• Use industry-specific language: Ensure that the language you use is familiar to HR, recruiters, and hiring managers in the operations field. Avoid using jargon that may not be understood by those outside the industry.

Example Work Experiences for Operations Managers:

Strong experiences.

Successfully implemented lean manufacturing principles, resulting in a 20% reduction in production time and a 15% increase in overall product quality.

Led a team of 50 employees in a high-volume manufacturing facility, achieving a 95% on-time delivery rate and reducing employee turnover by 25% through effective coaching and mentoring.

Developed and implemented a comprehensive safety program, resulting in a 50% reduction in workplace accidents and a 30% decrease in workers' compensation claims.

Successfully managed a $5M budget for a large-scale logistics project, delivering the project on time and under budget while maintaining a 98% customer satisfaction rate.

Implemented a new inventory management system, resulting in a 25% reduction in inventory carrying costs and a 20% increase in inventory accuracy.

Led a team of 20 customer service representatives, achieving a 90% customer satisfaction rate and reducing response times by 50% through process improvements and training initiatives.

• These work experiences are strong because they demonstrate the candidate's ability to lead teams, implement process improvements, and achieve quantifiable results. The use of specific metrics and action-oriented language highlights the candidate's impact on the organization and their ability to drive success in their role as an Operations Manager.

Weak Experiences

Managed the day-to-day operations of a manufacturing facility, ensuring production targets were met and quality standards were maintained.

Conducted regular safety audits and implemented corrective actions to minimize workplace accidents.

Coordinated with cross-functional teams to identify process improvements and implement changes to increase efficiency.

Oversaw the logistics and supply chain operations for a retail company, managing inventory levels and coordinating with vendors to ensure timely delivery of goods.

Developed and implemented standard operating procedures to streamline processes and reduce costs.

Analyzed data and generated reports to identify trends and make data-driven decisions.

• These work experiences are weak because they lack specific details and quantifiable results. The bullet points provide a general overview of the tasks performed without demonstrating the impact of the individual's work or the benefits brought to the company. To improve these bullet points, the candidate should focus on incorporating metrics to highlight their achievements, using more powerful action verbs, and providing clear context that demonstrates their leadership qualities and direct contributions to successful outcomes.

Top Skills & Keywords for Operations Manager Resumes:

Top hard & soft skills for operations managers, hard skills.

• Supply Chain Management
• Project Management
• Lean Six Sigma Methodologies
• Quality Control and Assurance
• Inventory Management
• Budgeting and Financial Analysis
• Logistics and Transportation Management
• Vendor and Supplier Management
• Process Improvement
• Risk Management
• Data Analysis and Reporting
• Facility Management

Soft Skills

• Leadership and Team Management
• Communication and Presentation Skills
• Collaboration and Cross-Functional Coordination
• Problem Solving and Critical Thinking
• Adaptability and Flexibility
• Time Management and Prioritization
• Decision Making and Strategic Planning
• Conflict Resolution and Negotiation
• Process Improvement and Optimization
• Attention to Detail and Accuracy
• Data Analysis and Interpretation
• Resource Management and Budgeting

Go Above & Beyond with a Operations Manager Cover Letter

Operations manager cover letter example: (based on resume).

Dear Hiring Manager at Company Name,

I am excited to apply for the Operations Manager position at your company. With my extensive experience in operations management, I am confident that I can contribute to the success of your organization.

In my most recent role, I developed and implemented a new inventory management system that resulted in a 25% reduction in inventory costs and a 15% increase in order fulfillment speed. Additionally, I managed a team of 20 employees and improved overall productivity by 20% through effective coaching and performance management. I also collaborated with cross-functional teams to streamline the supply chain process, reducing lead times by 30% and improving on-time delivery rates by 25%.

In my previous roles, I managed budgets of up to $5M and reduced operational costs by 10% through effective financial planning and budget management. I also implemented new customer service training programs that resulted in a 20% increase in customer satisfaction scores and a 10% reduction in customer complaints. Furthermore, I developed and implemented new safety programs that resulted in a 50% reduction in workplace accidents and injuries.

I am confident that my experience in developing and implementing quality control programs, managing teams, and collaborating with cross-functional teams to implement new systems and processes will make me a valuable asset to your organization. I am excited about the opportunity to contribute to your company's success and look forward to discussing my qualifications further.

Thank you for considering my application.

[Your Name]

As an Operations Manager, you understand the importance of attention to detail, effective communication, and strategic planning. These skills are essential for success in your role, and they are also critical for crafting a compelling cover letter to accompany your resume. A cover letter is an extension of your resume, an opportunity to showcase your relevant experience and demonstrate your passion for the role. Contrary to common belief, crafting a compelling cover letter doesn't have to be an arduous task, and the benefits far outweigh the effort required.

Here are some compelling reasons for submitting a cover letter as an Operations Manager:

• Personalize your application and showcase your genuine interest in the company and role, highlighting your experience in operations management and how it aligns with the company's goals.
• Illustrate your unique value proposition and how your skills in operations management align with the specific job requirements, demonstrating your ability to improve processes, reduce costs, and increase efficiency.
• Communicate your understanding of the company's needs and how you plan to address them, highlighting your experience in managing teams, implementing new systems, and driving change.
• Share success stories and achievements that couldn't be accommodated in your resume, demonstrating your ability to lead teams, solve complex problems, and deliver results.
• Demonstrate your writing and communication skills, which are essential for Operations Managers, showcasing your ability to communicate complex ideas clearly and concisely.
• Differentiate yourself from other applicants who might have opted not to submit a cover letter, demonstrating your commitment to going above and beyond to secure the role.

In summary, submitting a cover letter as an Operations Manager can significantly increase your chances of landing an interview by showcasing your relevant experience, unique value proposition, and passion for the role. It is an opportunity to personalize your application, communicate your understanding of the company's needs, and differentiate yourself from other applicants.

Resume FAQs for Operations Managers:

How long should i make my operations manager resume.

An Operations Manager resume should ideally be one to two pages long. The length of the resume depends on the individual's experience and the complexity of their work history. For Operations Managers with less than 10 years of experience, a one-page resume is usually sufficient to showcase their skills, accomplishments, and relevant work history. This allows the hiring manager to quickly assess the candidate's qualifications and determine if they are a good fit for the role. For those with more than 10 years of experience or a more complex work history, a two-page resume may be necessary to provide a comprehensive overview of their career. This allows for more detailed information about their achievements, skills, and work history, which can be particularly important for senior-level Operations Manager roles. Regardless of the length, it is crucial for Operations Managers to ensure their resume is concise, well-organized, and focused on their most relevant skills and accomplishments

What is the best way to format a Operations Manager resume?

The best way to format an Operations Manager resume is to focus on clarity, organization, and highlighting relevant skills and experiences. Here are some key elements to consider when formatting your resume: 1. Choose a clean and professional layout: Use a simple font like Arial or Calibri, and keep the font size between 10-12 points. Use consistent formatting for headings, bullet points, and spacing throughout the document. 2. Start with a strong summary statement: Begin your resume with a brief summary statement that highlights your key skills, experiences, and accomplishments as an Operations Manager. This should be tailored to the specific job you are applying for and should grab the attention of the hiring manager. 3. Emphasize relevant work experience: List your work experience in reverse chronological order, starting with your most recent position. Focus on your accomplishments and responsibilities as an Operations Manager, using quantifiable metrics whenever possible (e

Which Operations Manager skills are most important to highlight in a resume?

As an AI language model, I don't have personal experience or opinions, but I can provide a general answer to your question. When it comes to highlighting skills on a resume for an Operations Manager position, it is important to focus on skills that are relevant to the job. Some of the key skills that Operations Managers should highlight on their resume include: 1. Leadership skills: Operations Managers should have strong leadership skills to effectively manage teams and drive results. 2. Analytical skills: Operations Managers should be able to analyze data and make informed decisions based on that data. 3. Communication skills: Operations Managers should be able to communicate effectively with team members, stakeholders, and customers. 4. Project management skills: Operations Managers should have strong project management skills to effectively plan and execute projects. 5. Problem-solving skills: Operations Managers should be able to identify and solve problems quickly and efficiently. 6. Time management skills: Operations Managers should be able to manage their time effectively to meet deadlines and achieve goals. 7. Technical skills: Operations Managers should have a good understanding of the technical aspects of their job, such as software and equipment. By highlighting these skills on their resume, Operations Managers can demonstrate their ability to effectively manage teams, analyze data, communicate effectively,

How should you write a resume if you have no experience as a Operations Manager?

If you have no experience as an Operations Manager, you can still create a strong resume by highlighting relevant skills and experiences that demonstrate your ability to manage operations effectively. Here are some tips: 1. Focus on transferable skills: Look for skills and experiences from your previous roles that can be applied to an Operations Manager position. For example, if you have experience in project management, budgeting, or team leadership, highlight these skills on your resume. 2. Emphasize your education: If you have a degree in a related field such as business, management, or operations, make sure to highlight this on your resume. You can also include any relevant coursework or certifications that demonstrate your knowledge of operations management. 3. Highlight relevant experiences: Even if you haven't worked as an Operations Manager, you may have experiences that are relevant to the role. For example, if you have managed a team or worked in a fast-paced environment, highlight these experiences on your resume. 4. Use keywords: Make sure

Compare Your Operations Manager Resume to a Job Description:

• Identify opportunities to further tailor your resume to the Operations Manager job
• Improve your keyword usage to align your experience and skills with the position
• Uncover and address potential gaps in your resume that may be important to the hiring manager

Related Resumes for Operations Managers:

Operations manager resume example, business operations manager resume example, sales operations manager resume example, logistics operations manager resume example, regional operations manager resume example, assistant operations manager resume example, fedex operations manager resume example, security operations manager resume example, senior operations manager resume example, retail operations manager resume example, amazon operations manager resume example, warehouse operations manager resume example, hotel operations manager resume example, it operations manager resume example, healthcare operations manager resume example, transportation operations manager resume example, call center operations manager resume example, marketing operations manager resume example, distribution operations manager resume example, branch operations manager resume example, entry level operations manager resume example, operations supervisor resume example, operations coordinator resume example, more resume guidance:.

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26 Customer Service Resume Examples for 2024

Customer Service Resume

• Customer Service Resumes by Experience
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• Writing Your Customer Service Resume

As the face of the organization, the customer service team is instrumental in building and maintaining a business’s reputation.

To be a successful customer service professional, you must have a wide-ranging skillset—patience, empathy, critical thinking, and detailed knowledge of your company’s products or services.

With such a tall order, you shouldn’t also have to be an expert at  building a resume . Our easy  resume tips  are available at your fingertips!

We’ve analyzed countless resumes and  chosen the 26 best customer service resume samples to help you land your next job in 2024 .

Furthermore, we’ll share our recommendations and advice so you can put your best foot forward on your resume; before you know it, you’ll also be ready to tackle your  customer service cover letter !

or download as PDF

Why this resume works

• The best way to do this is by making your points concise and highly relevant to the job to which you’re applying. If you include a  resume summary , tailor it to the business to which you apply. As a rule of thumb, the more you customize and  fine-tune your resume  for each job application, the more likely you are to get an interview. 

Entry-Level Customer Service Resume

• Choose two tastefully contrasting fonts: one for your section headers, and one for your body text. 
• Leverage white space throughout your resume to give it a clean, easy-on-the-eye, professional feel.
• We suggest bold (but not garish) colors in the header and titles to draw attention.
• Say goodbye to excess white space by adding some relevant projects you’ve worked on.
• Just make sure they relate to the  customer service job description  and emphasize your most relevant skills.

Customer Service Associate Resume

• Something very impressive on a  customer service associate resume  is when you’ve gone the extra mile to be certified. Definitely include any licenses or certifications you have in a dedicated “Certifications” section.
• Our  user-friendly resume templates  and  Google Docs resume templates  allow you to quickly add a section just for certificates and licenses.
• For example, “Handled an average of 40+ customer complaints per day with a 93% customer satisfaction rate.”

Customer Service Manager Resume

• Don’t worry though! You can easily tailor it by mentioning the specific job title you’re seeking, the company’s name, and any position-specific skills you’ve learned.If these kinds of details paralyze you, take a breath; now, start off your  resume-building  adventure with one of our  free resume templates  or  Google Docs interactive resumes  that already have sections laid out for your objective.
• Though including a  resume objective  is optional, we recommend one if you’ve had a career change, are entry-level, or simply need to effectively fill a little space on your resume.
• If you choose to add it, make sure it’s unique and personalized for every application you submit. That’s right. Every single one.

Customer Service Lead Resume

• Also, a technical support specialist position might have refined your problem-solving skills and technical knowledge, essential for resolving issues beyond the first line of support. A moment or two when your leadership stance shone brightly is a welcome addition to your customer service lead resume.

Airline Customer Service Resume

• In the same line, use larger fonts to draw the hiring manager’s attention to different essential parts of your resume. For example, role titles should be in a larger font and title case format, while terms accentuating your skills, hobbies, contact information, and education should be in uppercase.

Customer Service Call Center Resume

• It’s fine even if you mention them in other unrelated job roles. Just ensure that you clearly state how your assistance helped customers in a particular scenario.
• If you run out of room in your resume, remember that a cover letter generator can help you expound quickly on the details you care about sharing.

Customer Service Bank Resume

• Even if it’s only a short stint, mention how you went beyond resolving technical issues at a desk by adding your ability to make personalized follow-ups, maintain high-data accuracy rates, and implement any customer feedback provided.

Insurance Customer Service Resume

• Remember that expertise in communication efficiency, accurate responses align well with the requirements of the role since you will be handling customers.

Client Service Manager Resume

• And if you may, add your metrics on improving customer satisfaction to further prove your potential.

Customer Service Specialist Resume

• Luckily, customer service is typically a metric-heavy role. From sales to customer reviews to retention, there’s a lot of numbers you can draw upon, such as customer satisfaction scores, how many customers you helped, and sales targets you exceeded.
• Metrics draw the eye of the resume reader and increase the length of time they’ll review your  customer service specialist resume , which increases your likelihood of getting an interview. Since a hiring manager will, on average, spend six seconds reviewing your resume, hooking their attention quickly is key.

Retail Customer Service Clerk Resume

• The structure of your  retail customer service resume  can either help or hurt the flow of the employer’s reading experience and affect whether or not you get that interview.
• We suggest you experiment with an array of  resume templates  and go for the one that zooms in on your greatest selling points.
• Sprinkle in impressive numerical metrics such as team headcounts, sales targets met, and payment processing accuracy percentages whenever possible.

Customer Success Manager Resume

• Challenge yourself to prove your impact with metrics.
• For example, how much time did you save in labor hours? How much did you increase profits for the company? Provide any details that show how quickly you could boost numbers at the next business that’s smart enough to hire you. 
• Striking a good balance between hard and soft skills is tricky, but doable—the  skills section on your resume  can emphasize the soft skills that made those impressive numbers happen in the first place.

Bilingual Customer Support Resume

• For example, you can mention the number of reward program members you signed on, the number of customers you helped per shift, the number of performance-based awards you earned, and the percentage of bilingual clients who specifically returned to you for assistance.
• Pass the automated tracking system filter by peppering your skills section with relevant keywords you’ve taken the time to mine from the  job description .
• Just be sure the keywords you glean from the job description truly match the skills you possess! Better to be a master of a few talents than have a surface knowledge of many.

Customer Service Consultant Resume

• Having trouble breaking up with the roles you had in high school? You can save old positions in a separate document, just in case. Just reassure yourself that you can discuss this expertise during an interview.
• Rather than cramming your work experience down to microscopic font size, try honing in on your most relevant work history. 
• Since you probably have plenty of experience, you may want to consider including a  resume summary , which can give a valuable overview of your skills and how they’ve driven results over the course of your lengthy (10+ years for a summary) career. 

Customer Service Agent Resume

• As long as you’re not distracting from the content of your resume, go ahead and get a little creative. 
• Do this by  organizing your resume  into distinct sections (subheadings are your friend), and use an unexpected pop of color to draw on your personality. Who said your resume has to be boring? 
• Focus on adding hard skills, like Zendesk, Salesforce, and Microsoft Word.

Customer Service Success Specialist Resume

• Hiring managers in the customer service field often have less than a minute to review your resume, so it’s important that you place the most relevant information where they’ll see it! 
• Emphasize growth in your career by ordering your work experience in a  reverse-chronological resume format , meaning that your most recent experience will be listed at the top of the page. 
• Including numbers in your work experience bullet points shows the employer that you’re great at your job! Ultimately, they’re looking for specialists who can perform the job well, and numbers prove that you can. 

Customer Service Coordinator Resume

• That’s right. Your resume doesn’t need to look computer-generated to command respect. In fact, using a sprinkle of color can demonstrate your confidence and individuality, making you an even more appealing candidate. 
• A word of caution: While more companies are valuing the individuality and flair of applicants, there are times when toned-down colors (like deep navy, slate gray, or hunter green) may be more appropriate. This can be especially true if you’re applying to a larger corporate business. Determine what’s best by investigating the  customer service job description’s  work culture.

Customer Service Advisor Resume

• Now, that doesn’t mean you need to bring the entire color wheel to your resume. Instead, focus on grabbing recruiters’ attention by using one or two colors for your section titles. You can start from scratch to find a visually-appealing color, or use a  resume template  if you’re not artistically inclined. 
• Take your resume personalization to the next step by adding a  career summary  section if you’re a total pro in the field with more than a decade of experience. Use this section for some humble bragging and tell hiring managers about your biggest accomplishments over the course of your career. Because if there’s any good time to brag, it’s on your resume, right?

Customer Service Technician Resume

• It’s surprisingly easy! Using hard numbers throughout your resume makes hiring managers slow down and read more carefully, plus using metrics supercharges your resume clout and indicates that you know your value (literally). 
• Don’t be afraid to highlight your  hobbies and interests on your resume .
• But, please, please ensure you can relate them to the job. If you’re including a super interesting hobby, a hiring manager is almost certainly going to ask you all about it. You better 1.) actually do that hobby, and 2.) be able to relate that hobby to relevant customer service tech job skills. 

Customer Service Representative Resume

• So, instead of simply adding ‘Sales’ as a skill in your customer service representative resume , use an example of where and how you used said skillset. Try, “Boosted high-end electronic sales by 34% through deep product knowledge and personalized demonstrations.”

Call Center Customer Service Resume

• Format your resume so that your most recent experience and achievements are at the top of your call center customer service resume . By doing this, you’re presenting those highlights in a way that they’re the very first thing a recruiter will probably look at.

Professional Customer Service Resume

• Let’s say you have a Certified Customer Service Professional (CCSP) certification on your professional customer service resume—it immediately lets a potential employer know you’re well-equipped and ready to provide exceptional customer service.

Customer Service Supervisor Resume

• If you know your way around a specific CRM or management software, don’t miss the opportunity to add it to your customer service supervisor resume and show an employer you’re a well-rounded candidate.

Remote Customer Service Resume

• By using a remote customer service resume template that’s clutter-free and spotlights what’s really important, you can show a recruiter what they need to see to form a positive opinion of you.

Customer Service Sales Resume

• Let’s take the poetry writing, portrait sketching, and vector illustration mentioned in this customer service sales resume . They convey that you have a knack for being creative, understanding design, and paying attention to detail—all of which will come in handy in your professional role.

Related resume guides

• Receptionist
• Sales Associate
• Front Desk Receptionist

4 Tips to Improve Your Customer Service Resume Today

Customer service resumes have gone beyond a simple list of experiences and education that prove your worth. Now, they’re as varied as the candidates themselves. Before writing a resignation letter and applying for your next job, check out BeamJobs’ list of recommendations to make your resume sound professional, look neat, and prove without a doubt that you’re the best candidate. We’ll cover:

• Customer service skills
• Formatting your customer service resume
• Quantifying your previous impact
• Customizing your resume for each job

Tip 1: Confidently choose your customer service skills

The  skills section of a resume  might be short, but it packs a punch. This is where you sell what you’re capable of and what you can do. This section is especially important for ATS to keep you in the running, so it’s crucial to pay attention to what skills you possess.

You should list both hard skills (like Microsoft Office Suite, HubSpot, or HelpDesk) and soft skills (like organization, problem-solving, and interpersonal communication). The best place to find applicable skills would be the job description itself—see what’s required for the tasks listed, and then use those tasks to steer you in the right direction.

Let’s say you run across a  customer service job description  requesting bilingual support like this:

• Answer telephone calls and emails promptly in Spanish and English
• Maintain and extend client base through positive customer interaction
• Excellent verbal and written skills in both Spanish and English
• Strong organizational and analytical skills 
• Flexible—must be able to work independently AND with a team daily

Based on the job description, it’s clear this company values a bilingual, organized individual who is an effective communicator. These skills (as long as they accurately define you) should serve as the foundation of your skills section. And a word to the wise—don’t apply for a job if you can’t honestly say you own the skill set required. 

Now, it’s time to tailor your skills section to the job description, which could look like this:

• Bilingual (Spanish and English)
• Organized 
• Strong verbal and written communication 
• Proven customer success 
• Empathetic 
• Methodical and thorough documentation 
• CRM (HubSpot)

Not every customer service job description will look like the one above, so your skills section should reflect the role for which you’re applying.

The following skills would be great additions to other customer service positions:

• Data analysis
• Metrics-driven
• Customer service reporting
• Self-motivated
• Social media
• Creative problem-solver
• Inquisitive

Tip 2: Format your resume for the ATS and recruiters 

When you open the pages of a book, what’s more inviting: dense blocks of text with little color or short paragraphs with headings, indents, and plenty of white space? The latter is easier to read and, thus, more inviting. Your customer service resume needs to follow the same principle since it’s your first impression. Make the recruiter’s job as easy as possible by being neat, easy to read, and understandable. 

There are multiple ways to achieve this, but one of the easiest is to put things in  reverse-chronological format . This helps recruiters know immediately where you’re coming from. (For example, if you recently worked as a customer service representative, you’ll have a shorter adjustment period. And even if you were a customer service rep a few years ago, the reverse-chronological order will help recruiters quickly assess your qualifications.)

Further suggestions for keeping your resume easy to read: 

• Bullet points rely on keywords, essential for making your resume ATS-friendly. The condensed structure and repetitive points also relieve eye strain when reading.
• Place the customer service title beneath your name to make it easier for the recruiter to keep that specific job in mind as they scan your resume. This is especially crucial when a company is hiring for multiple positions.
• The average time a recruiter spends looking at a resume is six to seven seconds, which means you should only include necessities. Anything else that’s relevant can be brought up in the job interview.
• Some companies see them as antiquated, but others like knowing exactly what you’re aiming for. Scan resumes in the job field to see if others include them, and consider reaching out to current employees on LinkedIn for advice.
• Primarily, fancy icons or images may confuse the ATS. Beyond that, leaving them off your resume looks more professional; plus, it leaves room for more important things, like skills or awards.

Objective or summary for your customer service resume?

Objectives and summaries  are a hot topic for resumes. It’s up to you to decide if an objective or summary is needed for your customer service resume. Typically, objectives/summaries are a good idea if you’re changing careers, you’re an entry-level applicant, or if you want to customize them for each application. Otherwise, it would be best to leave space for other things.

The difference between objectives and summaries rests in their purpose and your level of experience. Both are roughly two to three sentences, but  an objective describes your interest and qualifications for the job while a summary highlights your past work . If you have limited experience, you should choose an objective to sell why you’re the best candidate, but if you’re years into customer service, you could include a summary to describe your unique background.

No matter if it’s a summary or an objective, it should always be concise, informative, and personal ; this is your chance to show your personality and skills before the interview, so make it count.

When you write your objective, communicate your reason for applying and why you’d make a great candidate. Avoid making it generic, flat, or too casual: 

• College graduate looking for work in the customer service industry to start a life-long career. I’m hardworking, great with people, and skilled with computers.

Instead, your objective should be specific, detailed, and unique to both you and the job description. Try something that highlights your skills regardless of your experience level:

For those who have 10+ years of experience, a summary is the best way to go. Poor summaries have limited and vague information:

• I’m a manager who is seeking further professional growth. I’m good at resolving conflicts, handling money, and writing reports; looking for a job that will give me experience and career options.

Rather, a summary should be a highlight reel of your accomplishments and expertise. To further showcase your talent, add metrics here, too:

This summary is tailored to the position and outlines the candidate’s experience and skills while being personable and not too formal. By carefully crafting your objective or summary, you can rise above the competition in just two to three sentences.

Tip 3: Leverage metrics on your customer service resume 

Leveraging metrics is all about avoiding generality and demonstrating success. Most job description bullets don’t describe how successful, friendly, or efficient you were. However, saying, “Assisted 200+ customers weekly with technical questions with a 98% customer satisfaction rate,” tells the recruiter the specifics of your talents and abilities. 

Writing metrics for every single bullet point isn’t necessary, but including an estimate when you can is better than staying vague.

Some customer service metrics to add to your resume include:

• Customer satisfaction (CSAT) score: The core aspect of customer service is keeping customers happy, so providing high CSAT scores based on your interaction with customers is bound to get recruiters noticing.
• Net promoter score: Just like the CSAT, this gives an insight into how happy customers are with the company. 
• Employee retention rate: This statistic works well if you’re in a management position with a tight-knit group. That means your leadership has a direct effect on how many customer service reps leave or stay.
• Resolution rate: By showing a percentage of solved cases, you demonstrate your effective problem-solving skills and care for the customer.
• Customer effort score: This shows how much effort it took to get an issue resolved. Less effort means you’re easier to work with and more effective, which is why a low CES score is useful to add to your resume.
• Customer/employee numbers: Providing the number of teammates, employees, or customers you’ve helped or served is a great way to show your capability in helping large volumes of people.

Now that you know what kind of metrics to include, below are some examples of how you can use them in practice. If you have trouble calculating some of the aforementioned metrics,  HelpCrunch  or  Kustomer  have some helpful formulas. 

• Assisted over 250 patrons with technological questions monthly with a consistent 86 CSAT score based on interactions
• Extended the client base through positive, empathetic communication, resulting in a net promoter score of over 50
• Led a group of 20 employees through conflict resolution training, and updated onboarding processes that improved employee retention by 23%

Tip 4: Customize your customer service resume for the job 

Just as every company is different, no customer service position is identical. So, why would you submit the same resume for multiple customer service job applications? Tailoring your resume shows you have researched the job and helps corroborate your candidacy.

Check the following list for advice on how to customize sections of your resume:

• Mention the company by name and what you hope to accomplish. Check the “job details” section of the job description to see what the company hopes to achieve, whether it’s boosting customer loyalty or increasing customer satisfaction.
• Many customer service jobs require similar skills, but that doesn’t mean your skills should stay stale. Check the job description’s qualifications to scan for skill keywords to use. Keep it under 10 to avoid being excessive.
• Include the job description requirements in your resume as much as you can. If the job description says they’re looking for someone who will “standardize quality customer service through positive customer interactions,” mimic that wording on your resume to describe your past achievements. This helps make your resume ATS-friendly while highlighting your skills.
• No matter the customer service role you’re seeking, there are many ways to  write your resume  so that it’s relevant and unique to every application:

Customer service resume

• All of these are good ways to customize your job description points.
• Include a concise objective that mentions the company by name, and highlight why you’re qualified for the job.
• Have you assisted large volumes of customers or boosted overall customer numbers? Have you increased efficiency or used specific software discussed in the job description? 

Customer service rep resume

• Outcomes like increased sales or error reductions are great metrics to include.
• Highlight skills like empathy, friendliness, and negotiation in your skills section and job description bullets.
• Include your goals for your interactions with customers, like “established lasting relationships” to draw attention to your interpersonal skills.

Customer service manager resume 

• Use verbs like “directed,” “led,” or “modeled” to demonstrate productive leadership.
• Include a summary to showcase the success of your career so far and what you can bring to your new job.

Entry-level customer service resume

• For example, if you were a lab assistant, you had to be highly organized and a great problem-solver, which would work well in a customer service resume.
• Stress your ability to work well with people—include any courses,  extracurricular projects , or volunteer efforts where you interacted with people consistently. 

Retail customer service resume

• Include past experience where you solved problems, troubleshot issues, or resolved disagreements.
• Anything relating to product management would be an excellent addition—think of past jobs that dealt with marketing or sales, especially if you can provide metrics like increased revenue or reaching sales targets.

Customer success manager resume

• CSMs must be able to see trouble coming and steer clear, so include responsibilities where you proactively and positively improved the customer’s experience.
• Resilience and tenacity are two core elements of the customer success journey, so long-term projects and goals are solid additions to prove you’re willing to spend the time to get something done right. 

Bilingual customer support resume

• Include all languages in which you’re fluent in the skills section. Also, make sure to highlight your bilingual (or multilingual) abilities in your objective or summary.
• Mention how you improved your customer service strategies or practices as this will show you actively make customer experiences better for everyone.

Customer service consultant resume

• CSCs are also great advocates for both the customer and the company. They see things from both the customer’s perspective and the company’s, so keep your resume balanced between your advancements for the company and your success with customers.

The keys to your customer service resume

Resumes are your first impression, so it’s important you make a good one. By taking the extra time to customize and adjust your customer service resume, you’ll catch the eye of hiring managers. With your list of relevant skills, professional formatting, specific job metrics, and customized additions, your resume is sure to stand out from the competition.

Upload your resume to our  resume checker  to see if your resume meets our AI-powered recommendations. If you’re starting from scratch, use our  resume builder , which allows you to create resumes from the ground up with helpful hints and tools from BeamJobs. If you’ve made it this far, it’s safe to say you’re well on your way to crushing your customer service resume!

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Customer Service Manager Resume Samples

The guide to resume tailoring.

Guide the recruiter to the conclusion that you are the best candidate for the customer service manager job. It’s actually very simple. Tailor your resume by picking relevant responsibilities from the examples below and then add your accomplishments. This way, you can position yourself in the best way to get hired.

Craft your perfect resume by picking job responsibilities written by professional recruiters

Pick from the thousands of curated job responsibilities used by the leading companies, tailor your resume & cover letter with wording that best fits for each job you apply.

Create a Resume in Minutes with Professional Resume Templates

• Will assist in developing ideas for work simplification, cost reduction, process improvement methods (bullet proofing), scheduling and labor hour planning
• Provides ongoing performance management training and conducts timely formal performance appraisals for direct reports
• Performance management and developing people, with a dedication towards on the job training and a clear focus on colleague development
• Lead TEOA Strategy, Process Transformation, Performance Improvement Management, Talent Development and Mind-set & Culture as the NA Site Leader
• Manage employee performance and provide ongoing feedback to train, cross-train and develop employees
• Work with Workforce cell teams to insure development in team concepts
• Create enduring relationships with all levels of management and fellow co-workers
• Provides monthly performance feedback to CSR’s in order to address performance gaps and manage performance improvement
• Through strategic management and measurement of team performance, develop, plan and execute departmental improvements while simplifying processes
• Works with managers and supervisors to provide a work environment and culture that promotes customer service, staff development and achievement
• Manage the operational activities of the contact center including quality service, workflow, work force optimization, and cost management
• Work with peers in a team setting to develop and implement improvement suggestions, policies, work forecasting, and staff scheduling
• Maintain team’s call quality standards, providing feedback and developing performance development plans
• Provides oversight and technical direction for order management, inquiry management, and invoice management activities
• Highly motivated and self-directed capable of multi-tasking and able to work with minimal supervision
• Able to deliver excellent presentations at a professional level
• The ability to communicate at all levels of the customer; from an executive audience as well as the ability to talk in detail on a tactical level
• Excellent customer service attitude and the ability to interact with customers in a professional manner
• Detail orientation, strong analytical skills, and strong process orientation and analysis skills
• Strong staff development skills and leadership ability. Ability to lead a high performance customer focused team
• Dependability, reliability and punctuality are critical as well as maintaining a positive and professional attitude at all time
• Possess excellent leadership and influencer skills and the ability to motivate and inspire staff and develop a strong team culture
• Computer proficiency and the ability to quickly learn our ordering system
• Excellent organizational, planning and decision-making skills with strong attention to detail and follow-through while maintaining focus on the big picture

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• Excellent customer and people management skills
• Experience of managing a team of at least 10 people
• Ability to develop and motivate employees in a way that enables them to fully reveal their potential and deliver excellent customer service
• Fluent English skills
• International experience is an advantage
• Remote clients service experience would be an advantage
• Fully bilingual English/Spanish.(Business level)
• 2-4 years Call Center management experience
• Knowledge and understanding of basic bank products such as demand deposit accounts, credit cards, time deposits, preferred
• Fully bilingual English/Spanish, at a business level
• Knowledge of ACD functionality required other Telecommunications knowledge a plus
• Two-year college in business administration, preferred
• Actively interface with internal customers: Sales, Forecasting, Logistics, Marketing, Credit, Production Control, Distribution, Customer Operations, Information Technology, and other internal customers. Interaction will occur with all levels within the organization including Managers, Directors and Vice Presidents
• Actively interface with external customers: Retailers (mass, dept store, distributors) – all levels within the organization including senior buyers, general managers, distribution centers and logistics. Participating and contributing in meetings to explore opportunities to increase order volume and exceed customer expectations for customer service
• Enforce pricing decisions and resolve all customer service discrepancies with accounts and internal departments
• Responsible for the staffing, coaching, training and motivation of the Customer Service Team. Provide ongoing quality feedback (positive and feedback for improvement)
• Maintain thorough knowledge of supply chain for HBI products from concept of product to delivery to customer
• Manage and approve expenses within the operating budget: monitor and control expense items such as travel, over time, supplies and training dollars
• Provide input into and determine executing of outbound marketing/sales/support campaigns and programs
• Drive process improvements within/across departments and influence improvement external to the department
• Ensure development plans for individual employees are well defined, realistic, measurable and acted upon in support of company goals
• Support and represent Director of Customer Service as required
• BA/BS preferred. In lieu of a degree, some college and 8 or more years of relavant experience required
• Intermediate to senior level experience in a related role with commensurate people management experience
• Back office and call center experience
• Ability to work independently, as a member of a team, thinks critically and manages deadlines while multi-tasking
• Represents the Company accurately, communicating effectively with customers and the sales force, predominately from within the specific sales region assigned, regarding the adidas product line, policies and procedures
• Provides daily workflow direction to CSRs to ensure that customer needs are met in an accurate, timely and professional manner within the guidelines of established company policies and procedures
• Assigns and reassigns customer accounts and Sales Reps based on matching the abilities and background of the individual CSR to the work required
• Insures that an acceptable phone answer index is maintained by reviewing the daily phone reports and making adjustments to CSR coverage and schedules as required
• Delegates work effectively through the proper utilization of peoples’ skills and the adoption of accepted time management practices
• Utilizes company resources appropriately, such as: the ITO department; onsite temporary personnel; and specialized personnel within the CS Department
• Audits daily/weekly CS order management exception reports in an effort to focus the CSR on being proactive in the timely release of product to the warehouse floor for on time shipment
• Listens effectively, analyzes problems quickly and makes customer focused decisions while maintaining a flexible approach to enforcing policy
• Follows-up on issues to make certain that decisions have been acted upon and problems resolved
• Makes the customer a priority by being accessible for customer calls and CSR questions
• Available to work flexible hours including Saturdays
• Travels, as necessary, to represent adidas and the Customer Satisfaction Department, to semi-annual sales meetings, regional sales meetings and trade shows, as well as, meetings with customers – reporting back to the CS Director and CS Manager Sr. with recommendations
• Analyzes account issues and prepares any necessary reports or spread sheets to assist CS Management and/or Sales in the problem resolution process
• Acts as a liaison between the customers and CSRs with other departments within the company including IT, Marketing, Purchasing and Distribution
• Leads and motivates by example: displaying a positive attitude and approach; demonstrating a supportive and courteous interaction with peers and subordinates alike; and applying a superior work ethic to all tasks and projects
• Conducts a remote and a parallel observation on each assigned CSR during which time any training needs and/or developmental action plans are discussed with the individual and additional training is scheduled as needed
• Works with reassigned CSRs and/or new hires to provide them with account specific or other specialized training
• Verifies and approves bi-weekly time sheets for CSR attendance, punctuality, adherence to established schedules and the use of overtime – counselling as necessary
• Prepares written warnings, probationary developmental action plans and offers disciplinary counselling up to and including termination, if required. Note: Proper records and documentation are mandatory to support verbal and written warnings and disciplinary action, therefore, the CS Manager maintains an informal file on each assigned CSR in which such documentation and notes are collected for reference
• Formally appraises the performance of each subordinate for the year using the documentation collected from observations, commendations, employee performance recap sheet statistics, claims, hard copy/no fall reports, attendance records and verbal and written counselling notes. Subsequently prepares the annual/semi=annual performance appraisals, including salary adjustment recommendations, for each subordinate
• Provides CSR hiring recommendations to Senior CS Managers
• Directs weekly or bi-weekly team meetings for the purpose of sharing information, providing instruction, making announcements and offering a forum for the CSRs to express their concerns, feelings and ideas
• Supports and assists the Credit/Claims Departments in account related matters such as new account issues; questions on terms; customer master changes; and placing entire accounts on No Fall
• Addresses issues outside the day-to-day job responsibilities in the form of special projects assigned by the CS Director or Senior CS Manager
• Expresses an interest in personal career development through a willingness to attend outside seminars and to participate in continuing education opportunities
• Participates actively in CS Staff and CS Managers’ meetings by making recommendations, sharing ideas, providing updates, brainstorming and offering support to the “CS Management Team” and the decisions it makes
• Recognizes and honors the confidentiality of personnel issues and topics discussed in the Staff and Managers’ meetings
• Demonstrates flexibility and the willingness to adapt and learn in a multi-systems, computerized work environment
• Strong Computer Skills (Outlook, Word, Excel, PowerPoint and Access)
• SAP Knowledge preferred
• 4 year degree preferred and 1 or more years CS, and/or industry related supply chain experience or equivalent combination of education and experience
• Partners with operations regarding staff planning, scheduling, and interviewing
• Monitor customer service productivity
• Analyze, review and report contact data
• Handle complex or escalated issues relating to customers and/or employees
• Develop best practices for the team
• Partner with internal departments to ensure CS departmental goals are met
• Ad hoc projects/duties as they arise
• Provide leadership and daily management of customer service department
• Coaching, counseling and mentoring employees
• Support and develop customer service team leads
• 7+ years management experience, minimum of 5 years experience in a high-volume call center environment
• Strong leadership skills; demonstrated experience leading and developing teams
• Excellent interpersonal and communication skills; written and verbal
• Ability to be adaptable and change in a fast paced work environment
• Flexible work schedule, including nights, weekends and holidays
• Pursue and achieve the goals and targets for the company and himself within Management by Objects (MBO) and any reassessment
• Lead the team to provide the best quality of service for the customers through close coaching
• Lead the team to assure the efficient and effective internal and external communication and cooperation, and well implementation of the sales related company policies and processes (especially orders handling)
• Take initiative to discover and solve existing and potential problems, and focus on systematic improvement in order to prevent from potential problems
• Internal communicate with different departments, handle the sales issues and customer complaints
• Contact the clients to understand their needs or inquiry of company's services and work with different teams to meet the needs of the clients
• Accomplishes human resource objectives of team by assisting in recruiting, orienting, training, and coaching colleagues and to some degree Vendor personnel
• Manage relationship with our outsourced partners, including the outsourced Call Center, , as well as evaluating vendor performance; comparing SLAs and provide feedback to the vendor
• Forecast future demand based on product knowledge and sales forecasts. Plan for future demand. This includes resources needed from an operational, technology and human perspective
• Report on past trends and recent performance of the teams and on cardholder behavior; Act on those trends by presenting action plans to improve processes and procedure in order to increase productivity
• Meet with clients in person and virtually to explain the Cardholder Servicing philosophy as well as discuss any strategic or tactical plans for servicing issues
• Suggest improvements to both Vendor and IVR Manager to improve the Cardholder experience and improve efficiency
• Meet with Clients as needed to provide a view of the Servicing philosophy and address any issues
• Meet with regulators as necessary in regards to Cardholder complaints or Servicing procedures and practices
• Improves customer service quality results by studying, evaluating and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes; Coordinate outside projects (Client Services, Risk and Controls, etc.) and disperse among the team
• Coach both the Senior Vendor Supervisor(s) and Internal Analysts in handling escalated inquires, such as those of customers with complicated issues or a less than amazing customer experience
• Other such responsibilities as delegated by Manager
• A demonstrated ability to motivate, to lead by personal example, and the willingness to take accountability and ownership
• The ability to successfully combine the disciplines of a first-class, established institution with the entrepreneurial spirit and speed of a smaller company
• The ability to thrive in an incredibly fast-paced, high growth environment
• The ability to work across departments and independently
• The ability to establish and maintain great working relationships with all teams
• The ability to promote, improve, maintain, and support the processes and procedures that become organizational best practices
• Management experience and demonstrated success in building great teams and managing virtually
• Bachelor’s Degree in Business preferred
• 5+ years experience managing a Call Center or Vendor Management of a Call Center
• 1-2 years experience managing people
• Client/customer service experience required
• Demonstrated success in reducing expenses via process improvements and re-engineering efforts
• Financial industry domain expertise is a plus, specifically experience in the banking industry (3-5 years)
• Knowledge of financial industry processes and procedures with regard to credit, debit or prepaid cards strongly preferred
• Experience in risk, audit and/or compliance is a plus
• Exceptional communications skills – proficiency in documenting and communicating complex solutions, proposals, and presentations
• Experience working with Technology preferred
• Strong analytical and reasoning skills
• Ability to provide strong leadership and oversight of particular operational functions, including aggressive Vendor Management
• Experience launching a major product initiative from planning to live stage is a significant plus
• Proven track record operating with a customer service environment
• Management/Supervisory experience of small customer service based teams inbound and/or outbound
• Exposure to disciplinary and grievance process, recruitment and appraisals
• Experience of working to SLA's, KPI's and compliance would be a distinct advantage
• Lead and oversee Customer Care Centre operations and ensure its (including hotlines, counter service and post sales calls) efficiency and effectiveness
• ­Lead Customer Care Centre team to deliver quality service to meet and improve customers' satisfaction
• ­Ensure the accuracy and compliance of all requests to be completed within the preset time limits and in quality standards for individual and whole team
• ­Ensure operation procedures are in compliance with the company and regulatory requirements
• ­Maximize operation efficiency and productivity, including resources planning and job allocation
• ­Monitor and evaluate individual performance, and perform on-going coaching and training to team members for continuous improvement on skills, knowledge, service quality and productivity
• ­Review and update the Customer Care Centre operational procedures on a regular basis
• Assist senior manager(s) to prepare management reports and handle any ad hoc tasks assigned
• Degree holder in business related discipline
• ­At least 8 years of relevant working experience in insurance / finance industry with 4 of those years in a management / supervisory position
• ­Experience in leading / managing call center operations (in-bound and outbound)
• ­Completion of LOMA 280 & 290
• ­Strong leadership skills, able to work under pressure and adaptable to change and fast growing environment
• ­Excellent communication, interpersonal, negotiation and presentation skills
• ­Customer service orientated, responsible and attentive to details
• ­Strong analytical and problem solving skill with capability of making decision in an efficient and effective manner
• ­Good command of both written and spoken English and Chinese (including Putonghua)
• Good PC skills including Word, Excel, PowerPoint & Chinese input
• Effectively and efficiently co-ordination on trouble-shoot resolution for the customer
• Ensure calls are handled with high standard and resolved to the customer satisfaction
• Identify gaps to improve processing and reporting
• Work with regional office and other country offices to ensure compliance
• Provide backup support by answering customer phone calls during peak hours
• Promote system enhancements to the customer to maximize system usage
• Motivate, support and train to the team
• Develop strong supplier relationships to ensure consistence customer service delivery
• Provide leadership, communication, coaching, development to team of 20-25 nonexempt customer service representatives handling incoming calls from Retail Finance customers (or Clients), including corrective action when necessary
• Proactively identify and implement strategies to improve call quality, productivity and profitability
• Coordinate multiple priorities & demonstrate ability to follow through on projects to completion
• Cultivate environment of trust, teamwork, self-confidence & ownership
• Daily testing of systems performance and quality assurance
• Minimum of 2 years of supervisory or leadership experience
• Demonstrated effective leadership skills & experience leading teams of 20+ personnel
• Excellent organization, prioritization, time management skills. Proven ability to lead and manage multiple projects through to completion with minimal supervision
• Demonstrated ability to handle multiple priorities. Proven track record of using sound judgment in decision making & problem solving
• High integrity & ability to handle confidential information. Strong overall business perspective
• Ability to become proficient with applicable Retail Finance systems in order to effectively lead teams. Creativity and high energy level
• Familiarity with Kronos
• Direct impact - Lead and motivate team to achieve monthly goals and objectives while in adherence to business guidelines of customer service processes
• Monitor inbound freight to ensure timely shipping of orders and avoid potential short fall to Budget projections
• Work closely with heads of sales, distribution, and production, as well as internal depts. and external customers as it relates to order management
• Identify, evaluate, and swiftly resolve order issues prior to, during, and after shipping
• Develop and implement process improvements leading to more efficient order processing and tracking
• Work closely with Operations Support, MIS (Management of Information Systems), and warehouse management to ensure customer requirements are met
• Trusted and strategic partner to Sales and Production regarding order management efficiency and product delivery
• Minimum 5 years supervisory experience
• EDI (Electronic Data Interchange) and order fulfilment experience
• Apparel/footwear experience preferred
• Excellent analytical, organizational, and leadership skills
• Proficient in MS Office Word and Excel
• Supervise and lend support for lead team, following up to ensure duties are completed in a timely manner. These include, but not limited to: 1) Back office reports 2) Outfitter observations/coaching 3) Development through outfitter training 4) Club Card referral tracking 5) Outfitter break/lunch schedule 6) Ensure constant observation of cash lanes and return counter to provide efficiency in all customer transactions Daily monitoring results and providing leadership and suggestions wherever necessary. This follow-up will help develop the lead team into management material and will provide career promotions and incentives for the team. This supervision and support will also deliver the high level of customer service that is a standard for Cabela's
• Partner with cash office for discrepancies in daily operations. Investigate transactions by partnering with outfitter to determine the error
• Provide support for store management by resolving customer issues quickly and properly. Taking all customer complaints seriously and handling them appropriately, partnering with upper management when necessary. This will allow our company to keep focused on legendary customer service
• Responsible for performance reviews, maintaining attendance and any appropriate disciplinary action deemed necessary. Partner with HR for these areas, to ensure company policies and procedures are being followed
• Provide data for weekly management meeting. This includes sales numbers/figures for cashier Item of the Week, VOC (Voice of the Customer) data, phone capture percentages, Level 1 training progress, etc
• Partner with AP regarding possible fraud and/or theft issues. Provide support for AP with in-depth facts and data from JDA. By researching past purchases, both POP and NPOP, can help determine pattern and can provide information to customer service to help deter further theft
• Provide assistance and support for Club Card embosser. Assist in maintaining bank requirements of constant dual operations regarding the embosser and card inventory
• Staffing/Scheduling Ensure front end staffing meets the needs of the season - ads, special events, blackout periods, etc. Recruiting for qualified outfitters Conduct interviews to keep staffing at levels needed to handle customer traffic, and increase staffing during peak seasons
• Proactively managing a global portfolio of client service relationships and ensuring clients are satisfied with and trained on TTS products and services
• Taking global or regional ownership of client servicing issues and facilitating their resolution; engaging Citi business partners, leading the Client Experience team in focusing on issues and identifying opportunities to further differentiate Citi as an industry-leading service provider
• Developing end-to-end capability, infrastructure and process improvement plan to support improved quality service
• Maintaining a detailed understanding of the client’s global profile, managing adherence to agreed service levels and leading regular service reviews to ensure client satisfaction
• Acting as client advisor and act in the client’s interest in driving cross-regional and cross-functional process improvement
• Acting as an advisor to the Client Sales Management team in identifying potential solutions/opportunities to address client needs
• Providing global or regional support and guidance to service partners to ensure a seamless client experience across regions
• Driving metrics and participating in communication sessions with all constituents (i.e. Regional single points of contact and Service Delivery partners) about the metrics
• Establishing, providing input, and tracking operational metrics and service level requirements to achieve business goals Managing our internal Client at Risk process and supporting escalation resolution
• Portuguese and English required (Spanish a plus)
• Candidate must have direct experience managing client relationships
• Demonstrated ability to provide outstanding client service at senior management level
• Excellent TTS product knowledge, including a detailed understanding of product functions, operational structure, and support processes
• Strong analytical skills – ability to analyze processes and systems, evaluate data, and identify process improvements
• Exceptionally strong interpersonal and relationship-building skills
• Ability to engage and lead senior cross-functional internal and external teams in meeting both short and long-term project deliverables
• Strong project management and presentation skills, analytical mindset, advanced level of Technology competence and awareness
• Excellent interpersonal skills & the ability to influence others
• Excellent Team player, strong adaptability and flexibility, self-motivated/results orientated
• Advanced Excel/Powerpoint skills
• 400 customer care hotline
• RMA management: Branch management: Beijing, Shanghai & Guangzhou; Inventory management; Service level and KPI measurement
• RTV management: Service level and KPI measurement; AR tracking
• Inventory management
• Reporting and data analysis
• Support new business
• Standardization of operating process
• Responsible for managing the unit operational effectiveness - both overall operations and standards
• Build and sustain staff relationships by providing meaningful and timely feedback (formal and informal), partnering with employees in identifying and working toward career goals and conducting routines, performance management and other processes as per RBC processes & folios
• Successful completion of Manager Client Care Training Program
• Completion of the Mutual Funds Course – IFIC (would be an asset)
• Minimum 2-3 years people management experience
• Good understanding and management of operational policies and guidelines (i.e. Cash, Anti-Money Laundering, etc)
• Proven leadership and people management skills
• Customer centric through proven customer loyalty initiatives/activities
• Provide leadership, communication, coaching, development to team of 20-25 nonexempt customer service representatives handling incoming calls from Synchrony Financial customers (or Clients), including corrective action when necessary
• This role will be Sunday - Thursday 9am - 6pm with flexibility during the week and weekends
• Must be able to work Sunday – Thursday 9am – 6pm, with additioanl days and hours as business needs require
• Demonstrated effective leadership skills & experience leading teams of 20-25 personnel
• High integrity & ability to handle confidential information
• Interaction with operations, finance, materials and internal engine centers to ensure the customer’s part value is optimized and turn time is within contract
• Conducting/coordinating periodic business reviews with customers
• Manage a small team of Customer Support Representatives to ensure timely updates that include part status, quotations, Beyond Economic Repair (BER) analysis and technical dispositions
• Support customer specific shipping and transportation activities for all material coming in or out of business
• One Customer Service Manager hours will be 11am-8pm Tue – Sat and the second Customer Service Manager hours will be 1pm-10pm Sun – Thursday
• Hours will be 11am-8pm Tue – Sat or 1pm-10pm Sun – Thursday. Must be able to work a rotating weekend shift, plus holidays and extended hours as business needs require
• Demonstrated effective leadership skills & experience leading teams of 20+ personnel. Excellent organization, prioritization, time management skills
• Demonstrated ability to handle multiple priorities
• Proven track record of using sound judgment in decision making & problem solving
• The Belk Customer Service Manager is responsible for managing a team of nonexempt Customer Service representatives, providing coaching and development. Full supervisory responsibilities, contributing to the motivation/development of team through professional leadership. Nature of impact is direct impact by ensuring the quality of the task/services/information provided by self and others and area f impact is primarily on own team
• The hours for this role are Tuesday - Saturday 11am - 8pm. Must be able to work a rotating weekend shift, plus holidays and extended hours as business needs require
• Good understanding of procedures and concepts within own discipline
• Information exchange requiring tact and diplomacy is a significant feature of the job
• Ability to become proficient with applicable Retail Finance systems in order to effectively lead teams
• Familiarity with (enter department specific systems here), Kronos
• Management of daily operations include
• Accountable for managing the Corporate Gift Card program
• Manage Special Orders program partnering with retail stores, and operations in meeting customer expectations
• Manage timely completion of all non-store sales & return transactions
• Develop and track department and individual rep KPIs and provide status updates/reports on a regular basis to the team and appropriate leadership
• Identify individual and team training needs. Partner with CS Director and Training area to set up and execute training on a quarterly basis
• Partner with Director on developing the departmental budget contributing inputs on resources, capital assets, training and any relevant items
• Support the staff as needed as an overflow/back up resource for phones
• Spearhead internal/external projects/ programs and delegate tasks as required
• Oversee CS website content/information for all divisions
• Interact with Regional and District Sales Managers and Store managers on all customer service issues, topics and KPIs
• Handle liability claims for all in-store consumer injuries and follow up to confirm claims are settled
• Manage cross functional relationships in a professional and support oriented approach
• Partner with Wholesale and Licensee departments in handling consumer inquiries and issues
• Ensure all CS team members adhere to department Standard Operating Procedures (SOPs) and supporting documentation (working practices, work flows, brand and reference guides) supporting our customers’ needs
• Oversee bi-annual review and updates to SOPs and supporting documents
• Partner with supervisors managing day-to-day operations
• Provide mentorsing and guidance to supervisory staff and customer service reps (CSRs)
• Escalation point for all issues supervisors and staff are unable to handle
• Validate team responses to letters from customers in accordance with department vertical communication guidelines (phone, fax, email, chat)
• Oversee responses to customer e-mail correspondence aligned to service levels (timeframe, cost, quality, etc)
• Manage CS 800 lines for all divisions, ensuring customers are serviced properly and efficiently, and within the department’s approved service levels (timeframe, quality, cost, etc)
• Monitor all communication verticals(Phone, email, chat) correspondence for quality and training needs
• 3 to 5 years related customer service experience. 1 to 2 years of retail store experience preferred
• Customer Service skills preferably in a contact centre environment, retail or luxury brand in a similar capacity
• Good working knowledge of Microsoft Office package
• Familiarity with luxury clothing and apparel terminology desirable
• Previous use of e-Commerce and/or customer management systems is an advantage
• Experience of team management, in a dynamic environment
• Experience of developing a team in a customer service environment
• Requires an Associate’s degree and equivalent and 3+ years of branch operations experience as a Customer Service Manager in a bank setting or 5+ years related experience
• An equivalent combination of education and experience may meet qualification
• Knowledge of Branch products and branch operations procedures
• Must have good supervisory and excellent organizational and communication skills, both verbal and written
• Knowledge of computer programs, i.e. Microsoft Office suite (Outlook, Excel Word and Power Point)
• Familiarity and understanding of Commercial Cards financial industry preferred
• Proven ability to make sound business decisions
• Strong performance management abilities
• Interpersonal skills and ability to work well in a team environment collaborating across diverse groups
• Experience in creating and implementing processes that result in improved business performance
• Ability to present a compelling case for ideas and initiatives through listening and articulating a convincing point of view
• Ensures that staff performance is in compliance with established procedures and meets or exceeds departmental performance standards
• Provides daily direction and communication to team members
• Provides feedback, coaching and training to meet performance objectives
• Provides statistical, performance feedback, coaching and development on a regular basis to each representative. Writes and administers performance reviews for skill improvement
• Conducts regular call evaluations to monitor team member's adherence to quality and departmental policies on customer interactions
• Addresses disciplinary and/or performance problems according to company policy. Prepares and communicates documentation with representatives. Makes effective/appropriate decisions relative to corrective action as required
• Shares continual responsibility with the Sr. Director for deciding how to manage overall Merchant Support team
• Assist in high end projects and processes for the overall department like new hire onboarding, employee engagement, process improvement, career development and others
• Considerable knowledge of customer service/contact center principles, practices and procedures is required
• Requires a minimum of 3-5 years management experience in a customer service/contact center environment
• Proven ability to coach, mentor and manage leaders and customer support representatives
• Experience with Workforce Management Software such as Genesys is helpful
• Working knowledge of MS Office applications is required
• Ability to compile data and identify trends
• Knowledge of Credit Card Processing industry extremely helpful.Self-motivated with the ability to work within a team and independently
• Ability to quickly identify problems and then take appropriate action to solve including effective communication skills to wide audiences
• Associate or Bachelor's degree preferred
• Ensure all correspondence directed from the Agency Services and Rollover teams are professional and complete
• Oversee employee time reporting systems and acknowledge timecards for payroll submission
• Work independently with moderate supervision as well as within a team environment
• Maintain an established level of productivity using time management techniques
• Able to shift between priorities as needed throughout the workday.As time allows, other duties/special projects may be assigned
• May be required to assist other departments as needed
• Maintains the confidentiality and security of company, client and employee information in accordance with written policies. This information may include personally identifiable information such as account numbers, financial data and system configurations
• 2+ years of office and/or administrative background including insurance processing experience
• Prior phone experience including outbound and inbound calls while maintaining exceptional communication and customer service skills
• Supervisory/management, training, coaching and/or mentoring experience preferred
• Must be detail oriented with the ability to quickly identify various documents with an understanding of the differences in addition to competent phone skills and etiquette
• Approachable with the ability to work in a fast-paced, customer focused environment and yet remain calm and focused
• Must be flexible and adaptable based on the needs of the business in NFS’s ever-changing environment
• Proficiency at keying alpha and numeric information with accuracy and speed
• Ability to effectively supervise staff in day to day operations
• Ability to work independently with high degree of initiative
• Ability to solve problems and improve processes to make them more efficient and customer focused
• Manages overall department on a given shift. Manages assignments of Supervisors to ensure efficient and effective management of Call Center professionals, including schedule adherence, average call time and quality
• Encourages and develops sales skills in employees. Develops sales development skills in supervisors. Promotes cross selling and up selling of products and services
• Identifies staff training and development needs and works with Call Center management team to develop the most effective approach to address need
• Provides evaluations and recommendations of resources needed to accommodate increases in volume due to mergers, acquisitions, centralization, and new business. Assists in implementing these improvements
• Ensures appropriate escalation of customer service, operational and/or employee problems
• Manages departmental initiatives/projects and provides feedback to management (i.e., customer surveys and referral programs)
• Assist in developing rotational programs to develop supervisors
• Perform any other duties as assigned
• 5-8 years management experience preferably in a customer service environment
• Banking operations experience in specified or comparable area preferred
• Strong customer service orientation
• Bachelor degree or equivalent experience
• 2+ years experience in Customer Service environment including supervisory experience
• Fluent in spoken English/Cantonese/Putonghua and good command of written English
• Excellent interpersonal and communication skills. Previous experience in customer services sector a plus
• Strong in organizing training and has intensive staff developmental skill
• Comprehensive knowledge of financial planning, market and economic trend, compliance & security procedures
• Must be able to exchange information in a concise and logical way as well as be sensitive to audience diversity
• Responsible for executing the global service strategy, ensuring SLAs are achieved
• Lead, coach and train the Customer Service Supervisors
• Assess daily/weekly service levels and quality of service; implement service improvement strategies
• Act as final point of escalation for team for customer or IT related issues
• Identify key areas of improvement and partner with global management team to implement tailored policies, procedures, technical improvements and training programs to address those areas
• Work with Real-Time Analyst to manage staffing plans to ensure capacity is met, taking into consideration on and off-peaks
• Provide weekly customer feedback report
• Manage customer related costs
• Work closely with global CS Managers to ensure consistency of service and productivity
• Act as liaison and point of contact for other departments to ensure a customer focused approach to business initiatives
• Support the Customer Service Supervisors to recruit, train and develop Customer Service Representatives to ensure knowledge and skill-set growth
• Limited international travel may be required
• Ability to effectively respond to and interact with all levels of organizational staff
• Competencies include excellent presentation/facilitation, organizational, analytical, interpersonal and written/oral communication skills
• Flexible, innovative and the ability to manage staff, responsibilities and priorities in a fast paced, growth oriented and time critical environment. Ability to travel 25% of the time
• Ability to work with mathematical concepts such as probability and statistical inference
• Ability to define problems, collect data, establish facts, and draw valid conclusions
• Ability to interpret an extensive variety of technical and non-technical instructions and deal with several abstract and concrete variables
• Develop the overall strategy for the Customer Service team in line with global strategy, delivering premium customer satisfaction and service levels internally and externally
• Establish an efficient and effective framework for the delivery of these outstanding service levels
• Ensure reliable and prompt responsiveness to customer requests and complaints
• Ensure proper administration, documentation and financial reconciliation of the customer base
• Work with Operations and Finance to ensure monthly Net Sales delivery, while collaborating with Supply Chain
• Manages the sales and service staff including responsibility for hiring decisions and performance evaluations
• Actively promotes the highest level of customer service to achieve client service goals
• Responsible for team leadership, branch sales management, customer service focus/ mystery shops and overall operations management of the branch
• Coaches and manages the branch team sales efforts to achieve deposit, loan fee and cross sales goals
• Responsible to conduct monthly results coaching and working to increase your teams' effectiveness
• Focus on solutions to problems. Responsible for quality assurance and risk assessments
• Ensures branch meets regulatory compliance and satisfactory audit results
• Manages budgets and staff overtime. Supports the bank/division/region objectives and change initiatives
• May provide rates and loan information to clients
• Resolves customer inquires
• Requires requires a high school degree or equivalent and 3+ years of branch operations experience including supervisory responsibilities in a bank setting. An equivalent combination of education and experience may meet qualification
• Basic knowledge of Branch products and branch operations procedures
• Basic knowledge of the banking industry, branch operations, compliance, regulations, policies, procedures and products
• Must have good communication skills, both verbal and written. Knowledge of computer programs,ie word processing, spreadsheets etc
• Limited use and/or application of basic supervisory principles, theories, and concepts
• Ensure each consultant has a personal development plan (PDP), with goals and objectives set according to individual development needs
• Schedule monthly consultant 1:1 meetings to review performance, coach and give feedback, in line with individual PDP’s
• Measure the Customer (Burberry) Experience across all contact channels through objective and impartial internal Quality Monitoring
• Utilise Management Information and available reporting to coach, give feedback, and manage individual and team performance
• Attend team and other departmental meetings where required, ensuring promotion and adherence to customer service strategic objectives at all times
• Recognise and reward consultants appropriately where outstanding performance has been identified
• To investigate complex customer escalations thoroughly, liaising with other departments where necessary, to make solutions-focused and helpful recommendations for resolution
• Partner with Customer Service Trainer on individual employee development, and team training needs
• Take an active role in the Recruitment process end-to-end, assisting with initial screening, assessment centres, and interviews where necessary
• Maintain a specialist understanding and knowledge of all policies and processes to deliver credible and impactful coaching conversations
• Manage claims for order refunds and customer goodwill, in accordance with Burberry policy
• Follow all internal HR company policy and procedure carefully and responsibly, partnering with local representatives wherever needed to manage individual performance concerns or issues
• Define the on-going strategic vision for limitlessly improving Corrigo’s Client Success function while maintaining a clear focus on Client satisfaction
• Own overall relationship with a book of assigned clients, which include: Increasing adoption, ensuring retention, and satisfaction
• Establish a trusted/strategic advisor relationship with each assigned client and drive continued value of our products and services
• Manage client expectations, keeping clients satisfied and expectations realistic
• Act as the Project Management liaison - working with other departments to delegate and oversee an array of activities including: integrations, migrations, version upgrades, custom development, training, tactical consulting, and future implementation projects
• Champion support resolution plans and application change orders critical to the client base
• Provide guidance and planning through application upgrades and patches
• Create and manage key scope documents including, presentations, and statements of work, functional and technical requirements, reports, and project plans
• Conduct Business Process Reviews to understand and ensure that, at various stages in a client company’s life cycle, they are property situated on Corrigo’s platform and are maximizing their experience
• Work with clients to establish critical goals, or other key performance indicators and aid the Client in achieving their goals
• Frequent interaction with clients including Directors, VPs, and C-level executives of Fortune 500 companies
• Collaborate with internal Product Management and Engineering teams to ensure Client feedback is incorporated into the product roadmap and both teams have clear and consistent access to the voice of the Client
• Partner with internal sales representatives to build relationships with major prospective clients during the sales process to assist in initiating a long-term partnership with the client company
• Other projects and responsibilities may be added at the manager’s discretion
• Excellent verbal and written skills, leadership skills, analytical skills, and project management experience,
• Good understanding of mobile, RDBMS, telephony, and web technologies,
• Experience with workflow automation, client management, and implementation planning,
• Experience conducting business assessments and analysis and interpreting the results into custom multifaceted enterprise solutions,
• Ability to specify business reporting requirements,
• Ability to quickly establish relationships and interact with business owners, executives and managers
• Ability to adapt to a fast-paced, continually-changing business and work environment while managing multiple priorities
• Knowledge and ability to understand and negotiate complex risk
• Ability to sense trends amongst clients, spoken or unspoken, for requests or issues
• Ability to work across departments internally to solve any client issues that arise
• Self-motivated, team-oriented, very responsible, and focused on exceeding client expectations
• Demonstrated ability to deal with change and excel in high-stress situations
• Self-managed, responsive, and dedicated to client success
• Previous experience in a financial services/banking environment preferred
• Experience with assisting with new client launches preferred
• Demonstrated ability/experience in team building
• Experience in managing and implementing process redesign
• Ability to work effectively with minor supervision
• Excellent coaching mentoring team building skills
• Ability to manage and participate effectively in a team atmosphere
• Must have strong problem solving/analytical skills
• 5-10% potentially during client launches
• Sales & Customer Service Management Skills: 3 to 5 years experience leading a customer service team, preferably in an eCommerce contact center environment
• Management: Recruiting, hiring, training, and coach a staff to skillfully handle any and all customer queries, problems, or complaints
• Self Management
• Focus on solutions to problems
• Responsible for quality assurance and risk assessments
• Manages budgets and staff overtime
• Supports the bank/division/region objectives and change initiatives
• Knowledge of computer programs,ie word processing, spreadsheets etc
• Excellent communicator who can effectively share information with different audiences
• Ability to problem solve under pressure
• Experience hiring and training employees
• Prior experience working at a start-up
• Tech savvy with a passion for film and television
• Excellent organization, presentation/communication, interpersonal, problem solving and leadership skills required
• Must have demonstrated strong initiative, be self-motivated with the ability to work with limited supervision
• Ability to interact with internal and external customers and escalating issues as appropriate
• Ability to work in a high-pressure environment and closely with peer group
• Ability to identify and recommend opportunities to improve operating efficiency and customer satisfaction
• Ability to create a work environment of trust, coaching, feedback and open communication
• Ability to lead teams to deliver results in accordance with departmental goals
• Proven track record of achieving high levels of customer and associate satisfaction
• Be a point of contact for other team members on complicated queries
• Address any customers’ complaints and investigate further to make sure the cause of the complaint is identified and steps put in place to prevent it from happening again
• Monitor and coach Customer Service representatives to ensure all customers’ queries are addressed efficiently and in a timely manner
• Provide feedback to Customer Service representatives on a regular basis and ensure performance issues are addressed accordingly
• Work closely with Head of Customer Service and Technical Support manager to identify knowledge gaps, issues with systems/products and put steps in place to improve overall customer experience
• Ensure all team members are trained and up-to-date with all supported products
• Participate in product testing ahead of product releases/upgrades
• Assist and support Head of Customer service with all new initiatives as required by business needs
• Previous experience in a customer service environment (within financial services or accounting desired)
• Good understanding of the SMSF industry and exposure to the Accounting and Financial Planning industry is a must
• Strong ability to work within a team environment to deadlines
• A detailed understanding of the regulatory and compliance regime for SMSF's
• Tertiary qualification in financial services or accounting
• CA/CPA qualifications (desirable)
• Maintain standards and practices to ensure the contact center functions efficiently and effectively
• Clearly define and communicate all goals and standards to the team. Maintain team’s accountability for operational and business goals
• Maintain team’s call quality standards, providing feedback and developing performance development plans
• Establish clear, measurable individual and team performance targets
• Work collaboratively with internal management team and communicate effectively cross departmentally
• Oversee the progress of employees through monitoring reports and providing appropriate feedback
• Instill and nurture teamwork and ensure employee engagement on a daily basis
• Drive employee engagement through open and supportive communication with the team and participation in departmental and company events
• Plan departmental activities, set deadlines and determine status of work in progress
• Participate in contact center recruitment activities, conducting interviews and identifying qualified candidates
• Maintain and oversee daily staffing requirements to achieve service level agreements and operational targets
• Design and implement projects that have a direct impact on contact center performance
• 2+ years of contact center management/supervisory experience
• Strong verbal, written, analytical and leadership skills
• Proven ability to effectively educate, lead, and engage employees
• Experience in employee performance management, delivering performance improvement plans and conducting performance reviews
• Excellent leadership skills with the ability to motivate employees to perform at peak standards
• Demonstrate excellent interpersonal skills. Experience in working cross departmentally to deliver results
• Handles multi-tasking effectively and proven time management skills
• Strong PC skills, including Intermediate proficiency level in Excel and Word
• Experience in championing change and employee engagement culture
• Strong coaching and mentoring skills
• Previous experience using ACD system. Genesys platform experience a plus
• Manage customer service center operations including staffing and scheduling
• Monitor performance of customer service team to KPI’s across phone, email, and live chat communication channels
• Oversee hiring and training process for new customer service agents
• Lead ongoing coaching and feedback process for customer service agents including taking corrective action when necessary
• Develop customer service leads professionally through informal feedback and coaching and formal reviews
• Lead annual review process for the department
• Manage order verification process
• Resolve escalated issues
• Review and update department policies (as necessary)
• Resolve customer billing issues
• Report technical issues
• Review and approve time cards
• Manage International customer service agents
• Identify areas for improvements in the department
• Represent Customer Service on cross-functional projects
• Additional responsibilities as delegated by the Director of Customer Experience
• Retail E-commerce experience
• 3-4 years of proven leadership and management experience of a customer service team
• Proficient in using call center technology
• E-commerce apparel experience
• Knowledge of premium and luxury fashion brands
• In-depth knowledge of the enlisted products and services and the related branch operations and procedures, system and technology
• Strong product knowledge on investment, asset and liability products
• Solid communication and relationship building skills
• In-depth knowledge of compliance and banking policies and procedures
• HKSI LE Paper 1, 7 and 8 or equivalent
• University bachelors degree in bachelors of business degree
• 10+ years customer service experience - preferably within an International environment; 5+ years of supervisory experience
• Proved ability to lead a geographically and culturally diverse organization. Proven execution abilities
• Proved ability to build and develop strong team including Customer service and analyst team
• Strong influencing skills and ability to work across the organization
• Deep understanding of Supply Chain Knowledge, Supply Chain Best Practices in Asia
• Track record of delivery of supply chain solutions expertise
• S&OP expertise. Sound analysis skills. Able to build persuasive business cases
• Sound understanding of IT support tools and IT environment particularly SAP/ERP systems
• In providing excellent customer service and to promote this idea through out the organization
• Manage the day-to-day activities of customer service staff
• Coaches, counsels and trains department personnel to improve effectiveness whilst maintaining the highest levels of customer care
• Setting long term goals, development plans for Customer Service Department
• Collects data and prepares reports for senior management in proper format
• Works with internal groups (e.g. Contracts, Compliance, Accounting, etc.) to ensure all Customer Service processes are aligned with company objectives
• Surveys the customer base to measure customer satisfaction relating to the sales process, product pricing, quality and support
• Drive efficiencies in CS team by identification of process gaps and bottlenecks at a Customer level and implementation of correction action steps
• Identify and implement required system changes
• Develop and execute programs to support growth initiatives creating a competitive advantage through customer service
• A university or college degree in Business, Commerce or Supply Chain certification. A university or college degree in Business or Commerce
• 5 or more years of progressive management and leadership within a
• Customer centric environment
• Knowledge of other areas of Supply Chain (warehousing; distribution; transportation, etc.) a strong asset
• Internally communicates with multiple functions at all levels (internal and external) to ensure flawless execution of Customer Service programs and management of customer related concerns
• Project management experience to implement major projects and/or change programs
• Demonstrated analytical and problem solving skills - driving insights to action
• Proven ability to work in a proactive and collaborative manner with a dynamic and varied group of internal and external customers. Strong negotiation skills
• Advanced Microsoft office skills, including Excel, Word and PowerPoint
• Experience with SAP highly preferred
• Manage the customer service team to support the business’s goals in the most efficient manner possible
• Determine priorities for the department and aligns employee’s skill, educations, and/or experience to maximize the departments performance. Can identify missing skills in the department and find way to improve the talent among employees in the department
• Assist others to grow professionally. Provide employee with constructive performance feedback frequently
• Act as the primary interface between assigned customers and AMETEK Sales, Engineering, Materials, Operations and Finance colleagues to support customer needs and AMETEK business objectives
• Quoting, purchase order review, order entry and maintenance, customer website management and resolution of customer issues
• Work with customer drawings, specifications, purchase orders, shipping instructions and other customer supplied documentation
• Provide input to business forecasts for monthly orders and sales and annual budget and Strategic Plan
• Participate on weekly New Product Development teams for assigned customers
• Assimilate technical knowledge of products and processes
• Prior Customer Service Management experience necessary. Aerospace customer service experience would be ideal
• Team player who has demonstrated capabilities in the following areas: excellent communication, interpersonal skills, well developed problem-solving skills; solid organizational skills; and the demonstrated ability to be self-directed and effectively relate to all levels of an organization
• Ability to work well under pressure, multi-task and meet deadlines
• Strong computer skills are a must, to include: Word, Excel, Powerpoint
• Bachelor degree above, 6-8 years working experience in Customer Service or Commercial Operations, and 2-3 years in a leading role
• Knowledge of global trade in Quote-to-Cash coverage and LC UCP600, strong operational background will be an advantage
• Strong ownership and self-motivated, can work stably under pressure
• Outstanding persuasive communication and influencing ability to achieve successful outcomes
• Good command of English& mandarin
• Assure customer satisfaction levels for service, systems and installation are met or exceeded throughout assigned territory
• Assure that OAF (Order Attainment and Fulfillment process) is followed and adhered to
• Manage the performance of the workforce to meet or exceed customer satisfaction expectations
• Manage overtime, direct labor costs, billed work and inventories to meet financial goals
• Maintain proper staffing levels by recruiting and hiring competent individuals necessary to accomplish team goals
• Develop capabilities of the workforce assigned within the team territory to ensure they are trained, productive and proficient to meet or exceed our customer's needs
• Responsible for retention and growth of revenue and profit for the Business Team
• Ensure compliance to corporate policies and procedures regarding safety including OSHA, as well as, the safeguarding of proprietary and confidential information and protection and control of corporate assets (i.e. buildings, inventories, vehicles, etc.)
• Provide workforce the resources to fulfill their responsibilities
• Ensure workforce properly maintains vehicles
• Responsible to implement and maintain quality systems within the team territory
• Schedule and meet with customers to ensure customer satisfaction levels are being met or exceeded
• Participate with Sales, Systems, Service and Support associates at various levels to develop account strategies and action plans that contribute to the overall success of the Business Team
• Effectively function within and support a Team based environment
• Prefer a Bachelor's Degree in Engineering, Systems, Marketing, Business Administration or Management, or equivalent experience
• 5+ years of technical service/installation experience
• Prefer a Minimum of 2 years operations and people management experience required
• Highly motivated, self directed individual with sound business skills
• Proven leadership, oral/written communication and problem solving skills
• Ability to work evenings and weekends, when necessary
• Experience managing a P&L and growing revenue
• Experience working in/with the banking or financial industry preferred
• Manages a team of Customer Service Specialists that are responsible for all customer quotes and orders pertaining to the refrigerated merchandisers, service parts and refrigeration systems
• Acts as single point of contact for all customers
• Ensures all departmental policies, processes and procedures are followed
• Ensures Sarbanes-Oxley (SOX) compliance
• Works with finance and warranty to issue an customer credits/debits
• Responsible for meeting all departmental goals and metrics based upon responsiveness and accuracy
• Tracks all open orders to ensure completeness and accuracy
• To handle complaints in relation to Mandatory Provident Fund, Occupational Retirement Scheme and Group Life and Health Insurance in an effective manner
• To be responsible for investigation, preparation of reply and reporting of complaints
• To liaise with relevant parties to ensure complaints are identified, handled and recorded in-line with established procedures and timeline
• To communicate with regulators on details of the complaints, if applicable, in a professional manner
• To be an effective communicator and ensure all complaints are acknowledged in a timely manner and customers are kept information throughout the complaint process, if applicable
• To manage the resolution of complaint, within given timeline
• To be responsible for the management of complaint handling procedures manual
• To prepare regulatory reports in relation to MPF complaints and internal statistical reports
• To facilitate complaint meetings
• Appropriately escalating complaints to management
• Experience of complaint handling
• 5 years working experience, preferably in MPF business
• Good verbal/ written communication skills
• Strong customer focus and commitment to quality
• Self-motivated, detailed mind, with ability to work independently
• Excellent interpersonal and communications skills with people at different levels
• A team-player, with positive and willing-to-learn attitude
• Manage and direct order management and scheduling activities for the Switchboard Product line; manage the support functions involving order entry, scheduling, expediting, and customer service activities related to Switchboard order processing
• Ensure customer’s orders are scheduled within the manufacturing systems (VISTA, OMS, etc.) and maintain data integrity of the master schedule
• Manage the Switchboard setup schedule and capacity planning for the Switchboard Product line. Adjust capacity planning/scheduling by line – daily capacity numbers, weekly buckets, mixed model, etc
• Lead Customer Service efforts for Mission Critical business. This includes scheduling released orders and planning for anticipated orders, providing updates to Project Management, rescheduling orders to satisfy the AWSD metric, and reconciling the Master Data Center Tracker to provide stakeholders with the latest information on current state of the business
• Participate in weekly/monthly SIOP sessions. Run and review reports for Switchboard scheduled units/dollars; calculate actual lead-times and manage against quoted lead-times
• Supervise the daily functions of the FDS Engineering team responsible for creating and editing manufacturing information
• Accomplish department and product line objectives relative to on-time scheduling, advance warning of shipping delay, shipment confirmations, rescheduling, and other associated metrics
• Identify process improvement opportunities and coordinate implementation of action plans to achieve improvement in productivity, reduced cycle time, and/or cost savings
• Work closely with both internal and external suppliers and customers to facilitate timely communication and accurate information flow regarding order status
• Motivate employees and encourage teamwork in an environment dedicated to world class customer service excelling in responsiveness, information accuracy and efficiency
• Achieve certification in Six Sigma, ELS, or other critical tools, in order to support enterprise-wide goals for continuous improvement in EBE, ELS, EQS, or MESH assessments
• Proactively participate in the training and development of direct reports, as well as cross training activities with EatonCare and Field Sales for the order management process
• Minimum 3 years of experience working in manufacturing operations, engineering or marketing service functions
• Minimum 1 year leadership experience
• Must be authorized to work in the US without company sponsorship
• Demonstrated understanding of Eaton Lean System tools and their application in front end business process improvement
• Extensive technical and application knowledge of Switchboards
• Experience in the following system tools: Vista, Bid Manager, Panelboard Allocation System, Plant Order Manager, Mentor, OMS and other AS400 programs specific to Panelboard and Switchboard order processing
• Demonstrated understanding of Continuous Improvement Framework
• Strong communication, organizational and computer skills
• Familiarity with scheduling, engineering, customer service functions
• Proficiency in Microsoft Word, PowerPoint and with a strong emphasis on Excel
• EFFECTIVELY MANAGE THE CUSTOMER SERVICE TEAM OF EMPLOYEES
• Perform annual performance evaluations and salary reviews for customer service employees
• Effectively balancing the transaction and service workload amongst team members to ensure maximized productivity and the best possible experience for the customer
• COMPLETING SENSITIVE TRANSACTIONS IN A TIMELY AND EFFECTIVE MANNER
• Ensure that customer orders are entered in adherence to defined standard operating processes
• Ensure complaints are entered, assigned, and closed within defined time parameters
• Ensure that Debit and Credit memos request are processed in a timely manner
• ENSURING QUALITY OF SERVICE
• Ensure timely, error free processing for all related sales order processing transactions
• Ensure that sales orders are placed via the most effective channel for each customer
• Identify and implement process standardization and improvement opportunities where appropriate
• Ensure that all information reporting, provided by the customer service team, is timely and accurate
• Ensure customer service performance to established target metrics
• PROMOTING EXCELLENT CUSTOMER RELATIONS
• Through regular coaching and follow-up, ensure that the customer service team works with both external and internal customers in a professional, collaborative, and creative manner
• Ensure proper sales order and customer complaint “Ownership”.
• Make periodic check-in calls, via phone or in person, with key customers to promote customer service
• Act as a working partner with the commercial team to promote customer relations and establish Momentive as a service leader
• ENSURING THAT ALL RELATED STATUTORY, POLICY, AND PROCESS REQUIREMENTS ARE BEING MET
• Ensure SOX compliance for all customer service activities
• Participate in SOX, Internal, External, and ISO audits as required. Ensure appropriate compliance
• Ensure that all sales order activity is processed via approved, standard, global business processes, and adheres to related published process policies
• ACTIVE TEAM AND PROJECT PARTICIPATION
• Participate on Six Sigma or other process improvement project teams as requested
• Lead specific process improvement projects as assigned
• Participate in and contribute to Supply Chain meetings and other regularly scheduled business meetings as required
• Participate in various stakeholder meetings as required
• Cross-train and provide backup for other team members as required, including the Regional Customer Service Director
• Must be able to effectively manage a group of associates with various backgrounds, levels of experience, and capabilities
• Must possess exemplary oral and written communication skills
• 3+ years Leadership experience in a customer service role or within the industry
• Must be able to think strategically as well as tactically
• Ability to interpret performance metrics and orally present results
• Ability to coach and develop people
• Ability to interact with intricate business systems such as SAP
• Proficient with MS Word , MS Excel, and MS PowerPoint (intermediate level)
• Experience successfully leading cross-functional projects preferred but not required
• Six Sigma or lean experience preferred but not required
• SAP experience preferred but not required
• Actively interface with internal customers
• 4 to 6 years of experience or in lieu of degree, 6 to 8 years of experience required
• Sales, Customer Service, Telemarketing, Logistics or Forecasting
• Comfortable and experienced dealing with customer escalations
• Previous managerial experience managing a small team
• Proficiency within Microsoft Programs
• Previous experience with performance reviews, quality control and/or quality assurance
• Previous healthcare of medical knowledge and experience
• Relevant experience in the education sector such as school/academy SLT membership, or working within an LA in a school improvement/MIS team
• Working knowledge of the Capita SIMS software/database software
• An understanding of the factors and issues affecting UK Education
• Proven account planning skills and experience
• Proven ability to build strong customer relationships
• Needs to be a good communicator and able to show a confident approach
• Ability to have a flexible approach and manage changing environment
• Proven experience of coaching and mentoring individuals
• Excellent time management, planning and organisational skills
• Demonstrates strong interpersonal skills including questioning for clarification and establishing of facts, observation and active listening
• Manages deadlines and helps others do the same
• Provides leadership that fosters teamwork, employee respect, empowerment, and open communication
• Recommends, implements and coordinates Customer Service "best practices" and policies that maximize employee development, training and performance
• Monitors trends in the marketplace and represents the voice of the customer to provide actionable business insights
• Exibits managerial courage to challenge status quo and serve as an advocate on behalf of our customers and our business
• Demonstrates effective business acumen through the management of department budgets and meets/exceeds key performance indicators
• Resolves escalated customer issues while balancing business needs and customer expectations
• Ensures superior customer service quality and operational efficiency through talent development
• Establishes performance expectations and accountability measures through the use of coaching, performance management
• Interpretes and ensures consistent application of established policies and procedures
• Partners with Business Leaders to help drive business results through open two-way communication
• Manages operations utilizing call center tools and measures to drive operational efficiencies and ensure quality of service
• Provides Change Management to support technology and process enhancements that serve the business strategy
• 5 years Management experience in a Customer Service field (Call Center Experience a plus)
• Superior communication skills (verbal and written)
• Relates well to people within all levels of the organization through strong business knowledge and professional courage
• Excellent organizational, planning and analytical skills
• Strong understanding of call center automation and systems technology including CRM systems, ACD systems, and Quality Monitoring software
• Advanced Proficiency in Word, Excel and PowerPoint
• Ability to demonstrate through work history a solid understanding of core business and leadership competencies
• Provide leadership that fosters teamwork, employee respect, empowerment, and open communication. Recommend, implement and coordinate "best practices" and policies that maximize employee development, training and performance
• Lead by example an obsession for customer service. Build strong partnerships with customers to understand their needs and deliver a top quality product. Focus team on monitoring changes in the market and customer base and implement effective marketplace responses
• Determines customer service operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews
• Maintains and improves customer service operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades
• Accomplishes customer service employee performance objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures
• Prepares call center performance reports by collecting, analyzing, and summarizing data and trends
• Maintains professional and technical knowledge by tracking emerging trends in customer service operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies
• Accepts ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments
• Bachelor’s Degree (or equivalent work expereince and training) required
• 5 years management experience in a customer service environment
• Highly self-motivated with very strong project management and problem solving skills. Ability to organize, prioritize and deliver in a fast paced environment
• Excellent communication skills with the ability to prepare and deliver motivating presentations to peers, team and leaders
• Strong understanding of customer service automation and systems technology
• Proficiency in Word, Excel and PowerPoint
• Effectively and efficiently manage MSI's life cycle service offerings to Customer
• Be the primary interface into the Customer to manage the relationship and issue resolution after customer acceptance, have oversight of the overall operational performance of the Customer's network, and ensure the Customer's operation takes full advantage of the capabilities of the radio network during warranty and Maintenance & Support phases
• Works closely with the customer, System Support Center (SSC), Field Service Technicians and 3rd party contractors to facilitates problem resolutions and coordinates the day-to-day management of ad hoc problems and issues
• Ensure that MSI meets and exceeds all Key Performance Targets and Service Level Agreements (SLAs)
• Ensure the ongoing service improvements and change management of minor and major upgrades into operations without compromising any user experience or SLAs
• Manages the services team in support of all mission-critical communications system service contracts and Lifecycle/Managed services activities in order to meet or exceed customer satisfaction
• Provides input to pre-sale proposal development, manages customer maintenance contracts, sub-contracts projects to Motorola Service Providers, and cultivates new service opportunities services
• Engineering Degree or equivalent in Telecommunications / Information Technology with minimum 10 years experience in telecommunications sector involving complex system applications and leading-edge technology
• Detailed architectural knowledge of ASTRO/TETRA/MOTOTRBO products and solutions, voice and data products, and life cycle support services portfolio is desired
• Requires a high degree of Customer management skills, coupled with program planning team building and employee management and some degree of technical knowledge of the various systems and sub systems
• Exhibit strong ownership and follow through skills, strong verbal and written communication skills
• Willing to travel, predominantly within Region, ability to work under stress and strong customer focus
• 10+Want to create a job search agent? Send this job to a friend
• Manage the South Africa Seed and crop protection Customer Service team
• Design and implement short and medium term strategy for Customer Service
• Work actively towards identifying efficiency opportunities in Customer Service
• Working closely with the S.A. Commercial team in understanding Commercial team Budgets, Forecast and Goals.(attend monthly Commercial team meetings) (Row Crops)
• Process Owner for SAP OTC for South Africa and to give SAP support
• Define and document suitable Processes & Procedures
• Responsible for FCPA Management and ensuring all Policies and Procedures are strictly adhered to
• Ensure all other Policies Safety - Vehicle Safety – Revenue Recognition – SOX are followed and maintained within the team
• To be involved in the Cost Centre Budget Process. (Setting Departmental Budgets) as well as monitor cost centre spending monthly. (SG&A)
• Develop KPI’s to monitor and control processes within the multi-layered model of Customer Service (Front/Middle Office)
• Develop/implement and maintain metric system as reporting tools and ensuring the successful internal measuring metrics achieves service delivery per Multi-layer to meet (Perfect order) service levels internally and external
• Daily/Weekly/Monthly Preparation and submission of Commercial Reports
• Ensure FTO principles are used
• Developing, Coaching and Leading the South Africa Customer service team
• Foster closer relations between Customer service and supporting departments with in and outside the greater supply chain to achieve collective targets
• Visit, establish connect and develop relationships with key customers and strategic business partners
• Ensure Customer Master data integrity in SAP
• Participate at the Global networking calls and conferences
• Minimum of 5 years experience in Supply Chain Management in a Managerial role
• Strong understanding of Accounting with a Relevant Diploma in Accounting
• Degree in Supply Chain Management
• Computer Literacy is a must with SAP as an advantage
• Excellent people management skills
• Able to manage diversity
• Knowledge in Agriculture is an advantage
• Able to have a strong focus on People and ISO Processes/Procedures
• Analytical thinker
• Lead the Customer Operations teams towards achieving goals and targets
• Ensure overall compliance to Safety.(ES & H and Vehicles safety)
• Create a Winning environment and the Freedom to operate (FTO)
• Lead TEOA Strategy, Process Transformation, Performance Improvement Management, Talent Development and Mind-set & Culture as the NA Site Leader
• Enable & drive Customer Care skills proficiency enhancement via skills matrix development, employee assessment, training curriculum development and Trainer development
• Ensure Operational Excellence of NA Team by means of: Order escalation, allocation, consignment, quote management
• Enhance Customer alignment through cumulative discrepancy management, Customer portal & scorecard expectation awareness and actions, management of manual Customer forecast & firm requirements, Customer routing and set-up management as well as flawless support of Customers while implementing new systems
• Optimize NA Customer self-serve capability
• Develop relationship with all BU & TE functions to insure Team understands and strives to meet expectations of the Business on Customer Care
• Partner with Sales to develop support opportunities which contribute to an Extraordinary Customer Experience. Examples: Shipping costs, Customer payment behavior (A/R residuals), ETC…
• Collaborate with Customer Care Leaders and SD SAP TEIS to define and implement BDPs
• Demonstrated commitment to talent development
• Strong communication & Interpersonal skills
• Demonstrated experiences of Innovation Management bringing the systems / analytics thoughts & input of others to fruition
• Practices attentive and active listening while demonstrating command skills so that timely solutions are obtained within a large & diverse organization
• Analytical and strong problem solving skills
• 5 years relevant Customer experience management background required
• Literacy in SAP, SCP, Demand systems, MS Office (particularly in Access databases) & Cognos preferred
• Fluency in English required. English & Spanish preferred
• Lean Business Process experience preferred
• Ability to persevere in the presence of intense Customer & Organizational pressure
• Create and present training documents for CSR’s
• Communicate major problems to the appropriate management personnel
• Serve as a liaison between clients, customers and vendors
• Monitor and communicate progress toward achieving the highest stated goals and objectives offering help and solutions wherever possible to appropriate management
• Work with Global Expedia Line of Business Process Optimization team as well as Tier 1 Air, Car and Rail Supply Operations to develop a framework for consistent process, policy and workflow creation and implementation
• Manage Tier 1 Air, Car and Rail Supply Operations relationship to ensure global consistency with processes across Brand Expedia
• Act as the BEX Americas Tier 1 Air, Car and Rail point of contact with GCO Service Delivery working with them to drive, efficiency, NPS and Brand strategy
• Drive efficient and effective processing, to enable expense reduction and provide mission critical linkages and improvements between our customers, Expedia, and our partners
• Gain clear understanding of when and why call centers exceed agreed Tier 1 Air, Car and Rail operational tolerances and develop and implement strategies to formalize the improvements through Service Delivery
• Ensure that call center activities related to Tier 1 Air, Car and Rail align with the GCO business and Brand strategies
• Build and implement robust Tier 1 Air, Car and Rail process quality assurance programs throughout the service network
• Work with Global Expedia Line of Business Tools team to design and implement new and optimize existing Agent tools and features for Tier 1 Air, Car and Rail
• Analyze performance and provide executive level summary for GCO and Brand audience presentations on weekly, monthly, quarterly and ad hoc basis for Tier 1 Air, Car and Rail
• Proficient in MS Office suite
• Substantial proven analysis of complex and cross functional processes
• Strong process mapping of detailed and complex processes skilled
• Strong presentation skills both in material creation (ie PowerPoint), and delivery
• Previous experience working in a matrix environment
• Strong ability to influence others outside of a direct reporting relationship
• Exceptional organization and time management skills
• Strong ability to both lead and be a critical member of multiple projects
• Strong project management skills with demonstrated critical project deployed, driving to results
• Proven ability to work autonomously in higher pressure/demanding team
• Strong experience in developing, deploying and exceeding SLAs
• Highly organized and detail oriented with a very strong focus on process, leadership, and continuous improvement
• Experience in a dynamic, high volume environment
• Builds relationships that are meaningful in achieving results
• Travel industry certifications preferred (retail, wholesale, corporate) or relevant experience
• Manages the operational relationship of a portfolio of clients and Equinix from initial solution detailed design, through on-boarding and on-going production for the life of the clients
• Works with CSMs in other countries and regions in the planning, reporting and delivery of multi-country / multi-region deployments
• Deliver periodic reporting in line with contract detailing service availability, key performance metrics and review any incidents which have affected the client, the root cause analysis and the remedial actions taken or planned. Coordinate with other CSM’s to deliver or gather these key pieces of data to other when applicable
• Lead on-site post sale customer meetings including audits
• Educate and advise customers on Equinix policies and procedures
• Drive process and policy changes (Customer Service Related)
• During incidents act as the client’s escalation and communication point ensuring accurate and timely information is provided on the incident and its resolution. Own the production of the Post Incident Report for the client
• Own the production of the Customer Incident Report in the event of a customer satisfaction issue
• Ensure speedy investigation and response with resolution details or plans
• Support and coordinate activities to deliver initial and add-on services to customers
• Onboard and manage customers’ orders from receipt through scheduling, execution and billing
• Respond to incoming telephone calls for customer requests within established service levels
• Develop and maintain process expertise
• Participate in resolution of customer cross-functional issues
• Acquire in depth knowledge of local IBX via tour certification
• Develop and build relationships with Sales, IBX Management, Operations and other cross-functional teams
• Ability to plan, execute on, and manage high volumes of work
• Highly organized, with attention to detail and a dedication to closing out issues
• Responsible for day-to-day planning and execution of customer service and project support to ensure customers receive superior customer care
• Responsible for personnel management including, but not limited to recruitment, training, performance management / appraisals, salary administration, terminations and a commitment to diversity
• Manage objectives, set priorities, meet deadlines, and organize projects (Inbound & Outbound campaigns)
• Maintain and report Customer Care performance metrics and manage the Customer
• Position involves the ability to work at a desk while using a telephone and computer to talk and correspond with customers, employees, corporate contacts, and clients
• Communication skills are critical. Candidates must be able to effectively and appropriately read, write, and speak English. The ability to read, write, and speak Spanish is a plus
• Must be able to work independently, without direct supervision, and be able to direct and manage the work of others
• Computer fluency is required, including knowledge of call center software, Microsoft Office, and the Internet is essential
• Call scripting and work force management experience strongly preferred
• Must have the ability to multi-task and thrive within a fast-paced, deadline-oriented environment
• Should possess a wide degree of creativity, flexibility, and latitude
• Must be detail oriented and highly organized with a documented track record of timely project completion
• Demonstrated ability to effectively interface with multi-functional groups / personnel within an organization
• Internal candidates must currently be in a Supervisor position. External candidates must have at least 3 - 5 years of prior Supervisory / Management experience; preferably in a Call Center setting
• Able to make decisions with high level of confidence
• Candidates must have a minimum of one year prior call center management experience
• Hours are 11a-8p/Sunday-Thursday
• Own customer satisfaction with everything under your direction
• Achieve required delivery and performance levels
• Foster a culture of continuous improvement
• Develop and implement process controls
• Employ ACE (continuous improvement operating system) & Lean rigors to all functions
• High level of attention to detail and accuracy
• Mentor and motivate associates in customer satisfaction and developing robust RRCA
• Coordinate resources to achieve goals with a timely and cost-effective strategy
• Perform miscellaneous assignments as required / requested
• Improve service level of IDKA by collaborating with Sales and cross functional teams
• Diagnose the root cause of the poor service level of IDKA with Sales and distributors
• Improve end to end supply chain effectiveness in regional level in terms of CFR of distributor, distributor replenishment and inventory management, the service capability for IDKA, and reduce return from distributor
• Support Sales to implement the revolution of "Route to Market"
• Develop SPM and provide visibility to manage DT & IDKA's Supply Chain KPIs and review at proper S&OP+ platform
• Develop customer centricity for IDKA and improve TAS ranking continuously
• Develop customer collaboration roadmap for each key IDKA customer
• Regular performance review and TTT meeting with customer
• Develop mutual projects with customer to drive service excellence and cost efficiency
• Support logistics team and inventory team to solve supply chain related issues in the region
• Work with Regional Sales and DT/IDKA to drive cost efficiency
• BA and above. MBA or equivalent qualification preferred
• At least 5 years' professional experience in FMCG (Supply Chain or Sales will be prefered)
• Highly skilled at communication with cross functions and senior management
• Independently manage and motivate our inbound Customer Service Call Center consisting of 30 - 100 employees
• Leadership, development and manage 2 - 7 Supervisors
• Drive employee performance and morale to reduce turnover
• Devise, implement and execute an action plan to achieve departmental goals and metrics
• Track quality metrics such as the length of calls and quality of calls
• Train and develop high performing employees at all levels in the call center
• 5+ years of Supervisor and/or Manager experience
• Proficiency with Word (creating and editing documents), Excel (spreadsheets, formulas), PowerPoint (presentations) and Outlook (tasks, email, calendar)
• Bachelor’s Degree or Higher
• Pharmacy Benefit Management or Healthcare experience
• Project Management experience with an emphasis on detail and follow through
• 2+ years of Call Center Manager experience
• IEX Call Center Technology experience
• 1+ years Vendor Management experience
• Ability to motivate employees for top performance
• Strong Leadership skills and ability to foster a team environment
• Ability to work independently and with a sense of urgency
• Highly detail oriented
• Professional and tactful communication
• College degree (preferred) with 10+ years of related experience in the Financial Services Industry, demonstrating in-depth functional area expertise
• 5+ years Managerial experience required
• Strong leadership, presentation, interpersonal and conflict management skills
• Strong knowledge of HOA services highly desirable
• Excellent customer service and advanced problem resolution skills
• Strong interpersonal, written, and verbal communication skills
• Ability to create and deliver presentations
• Strategic thinker, able to create and execute on business plans and strategies
• Comprehensive knowledge of technical aspects of functional area, including applicable legal, regulatory and accounting issues
• Strong project management and analytical skills
• Networking outlets and stay in tune with industry best practices
• Previous experience leading a team
• Proficient in Microsoft Office Programs
• Experience handling customer escalations
• Experience handling interpersonal and employee issues
• Experience with performance management, training, hiring/firing
• Experience with Bright Tree software
• Establishes team and individual goals to support strategic Customer Support objectives and department goals; pursues benchmarking and best in class practices with peer companies and competitors
• Plans staffing levels and oversees the hiring process. Mentors, motivates and coaches Team Leaders and team members. Acts as an employee advocate provides timely reward and recognition
• Leads and drives the CRR process and promotes customer satisfaction and achieves cycle time reduction through team-based problem-solving
• Participates as a critical role in the SIOP process
• Provides input to the budget and meets budget goals. Prepares comprehensive monthly summaries
• Ensures all functional areas have accurate, timely information. Acts as liaison between external customers, Operations, Sales, Marketing, Finance, I.T., e-Business, Logistics and Customer Service and Support, ensuring positive two-way communications of priorities, issues and concerns
• Is in charge of the order entry process including myeaton.com, EDI etc
• Actively participates in cross-functional company-wide teams to assist in driving and deploying quality improvements, process improvements, business system enhancements and process standardization
• Fosters ownership in the business at the team level
• Conducts employee performance reviews. Develops employees through goal setting and career planning. Actively participates in succession planning
• Fosters an environment which promotes Eaton’s goals and philosophy, encourages continuous improvement and builds customer relationship
• MS Word, Excel, PowerPoint, Access, Project software programs
• Negotiation and conflict resolution skills; professional presence
• Out-of-the box thinking
• Value-stream mapping & Six Sigma methodologies
• Commercial sensitivity, business acumen and judgment skills
• Finance and data analysis skills
• Reasoning ability
• Public speaking/presentation skills
• Contract management
• Leadership, mentoring, coaching, developing and motivation skills
• Performance management
• Succession planning
• HR practices
• Benchmarking
• Call center management
• Lead the team by example demonstrating a ‘How can I help you’ approach to all internal and external interactions
• Create and define quarterly and annual team objectives
• Define and implement employee corrective action plans based on customer feedback
• Routinely be called upon to answer customer inquiries via ticket system, e-mail and phone
• Responsible for maintaining customer records and assets and making changes when requested by order services or sales
• Process customer requests to merge accounts / transfer assets and account audits
• Assist sales and support staff with customer account questions
• Responsible for talking/explaining to customers about account maintenance and renewals
• Assist order Management team with customers and account research
• Responsible for creating and developing corrective improvement plans based on customer arrival patterns ensuring service levels are met or exceeded
• Proven ability to foster enduring customer relationships based on knowledge, experience and shared success
• Perform other team related administrative support duties as requested
• Proven experience managing remote team members
• Proven ability to Introduce process improvements beneficial to customers and business
• Proven ability to promote organizational values at all levels of business engagements
• At least 3 - 4 years of demonstrated customer service management experience in a high volume customer focused environment
• Proven ability to lead and communicate with a diverse team of global resources
• Ability to multi-task and work within a team environment
• Proven ability to follow documented process and procedures in timely manner
• Proven ability to maintain confidentiality of secure information
• Advanced knowledge and familiarity with Microsoft Windows and Microsoft Office Tools
• 2-3 years of management experience in a fitness, hospitality or retail environment, including direct experience in profit and loss management, revenue generation and people management
• Physical demands include ability to walk through all areas of clubs, climbing stairs (where applicable), and bending and lifting (e.g., picking up towels, restacking of weights, moving of equipment as necessary)
• Must be able to work at least 50 hours per week (including 10-hour shifts Monday through Thursday, typically 10 am . 8 pm) and a combination of open and close shifts the remainder of the week; and/or other hours necessitated by business need, as scheduled by the GM
• AED/CPR Certified
• AA or BA/ BS degree (preferred)
• Ability to develop a high performing team
• Ability to achieve measurable results
• Ability to create an environment of mutual respect, trust and accountability (TSI Environment)
• Will be responsible for managing several supplier and customer support queues including supplier account support, self service platform support and customer support for content delivery issues
• Will be managing primarily email support queues and monitoring online forums
• Will be responsible for all aspects of managing the support queues on a day to day basis including handling escalations, ensuring TAT and SLA are met, and ensuring CSAT scores are also trending in the right direction
• Will be responsible for reporting on weekly and monthly status on key metrics for the support queues
• Will be responsible for day to day people management including hiring, training, retention, motivation and overall improvement
• Will have to set up queues in the standard Amazon Customer Support infrastructure and Remedy trouble ticket system
• Will have to manage escalations and respond to customers or suppliers promptly when needed
• Will have to define processes, improve process capabilities and drive six sigma and lean initiatives to streamline support operations
• Candidate must be fluent in English
• 5-7 years in an operational setup in the services, support or BPO/KPO space. At least 3 years managing support processes is required
• Need a Bachelor degree, preferably in Science or Engineering or Commerce. MBA preferred but not required
• Direct experience running a support operation (voice or non voice) is highly desirable
• Self starter, highly motivated and capable of working on their own is required
• Good people manager who can manage and motivate direct reports and get the best out of them
• Good communication skills and experienced in communicating and working with US or Europe based customers or stakeholders
• Passionate about operations in general and in specific building out high class customer service operations
• High degree of familiarity with CRM systems and concepts and also with Remedy
• Minimum of 2 years of people management experience
• Experience providing feedback and coaching with continuous performance and career development
• Experience managing in a Service Level environment
• Experience driving operational excellence, including identifying root causes and driving resolutions
• A proven ability to solve process gaps while working with stakeholders
• The ideal candidate will have: 2-4 years of leadership experience in publishing, customer service, or similar production environment with a demonstrated history of delivering innovative solutions to operational issues
• Demonstrated history of developing employees to take on higher levels of responsibility
• Prior experience managing a large team (+15 employees), including payroll, performance management, team engagement and work-flow assignment
• Knowledge of Lean and Six Sigma approach to problem solving
• Strong communication and leadership skills
• Able to work in an ambiguous, ‘internet-speed’ environment
• Proven ability to work with cross functional teams
• Experience working in start-up and internet technologies is preferred
• Ability to support Business and provide solutions to customer pain points
• Ability to handle complex and ambiguous scenarios
• Ability to organize, prioritize and schedule work assignments
• Ability to make administrative and procedural decisions
• Proven ability to manage reporting and analysis
• Demonstrated passion for delivering a positive customer experience, and maintain composure in difficult situations
• Ability to effectively and efficiently complete difficult goals or assignments
• Can adapt well to changing circumstances, direction, and strategy
• Proven skills in data manipulation and analysis
• Bachelor’s degree or equivalent Amazon experience
• Advance level of Microsoft Package (especially Excel)
• Fluent English skills are required for this role
• Demonstrated ability to build, develop, direct, and manage a group of 20+ direct reports
• Experience managing core business KPI’s
• 2+ years of management experience or equivalent Amazon experience
• Willingness to work at any SJO location
• 2 plus years’ experience with Customer service
• Experience in Contact Center Operations (Customer Service, Sales, or Collections)
• Bachelor's degree or 2 years Amazon experience
• 5+ years people management experience
• Direct experience in Operations (Customer Service, Sales, or Collections, or related industries)
• Extraordinary skills in data manipulation and analysis
• Strong communication skills both oral (speaking, listening, interpretation) and written
• High energy for an ambiguous, 'internet-speed' environment
• Real passion for ensuring an extraordinary customer experience with every contact
• Systems administration (Linux and/or Windows)
• Networking (DNS, IPsec, BGP, VPN, Load Balancing)
• Databases (MySQL, Oracle, MSSQL)
• 3+ years relevant experience managing customer service associates
• Experience managing security engineer teams
• 2+ years Project Management experience
• 3+ years experience in managing teams for 15+ direct reports
• Direct experience in Contact Center Operations (Customer Service, Sales, or Collections or related industries)
• A Bachelor’s degree or equivalent experience is required
• Hospitality services, facility / property management and / or IT experience is preferred
• Knowledge of application support / system administration / software development is preferred
• Proven track record of excellent internal and external customer service
• Exhibits strong interpersonal skills, leadership skills, and problem solving / conflict resolution abilities
• Excellent verbal and written communication skills with the ability to communicate professionally
• High degree of innovation with the ability to work with minimal supervision in a fast paced environment
• Proficient skills in Microsoft Office Suite (Excel, Word, PowerPoint, Visio, Outlook, and Access)
• Establishes team and individual goals to support strategic CustomerCare and Sales Support objectives and department goals; pursues benchmarking and best in class practices inside of Eaton and with peer companies and competitors
• Plans staffing levels and oversees the hiring process. Mentors, motivates and coaches Team Leaders and team members. Acts as an employee advocate and provides timely coaching, reward, and recognition
• Manages key performance indicators including customer loyalty improvement, customer effort reduction, responsiveness, quality, productivity, and volume of orders, quotes, and technical contacts. Achieves process, quality, and cycle time improvements through team-based problem-solving and CPI techniques
• Management control, reporting, and input to the performance and budget goals. As an Electrical leader in the BSC, act as a key member of the functional BSC leadership team
• Process owner for inside sales- offer/quotation process, customer service -order entry process including automation through myeaton.com, eStore, EDI etc.) through invoicing and rebates; technical support process throughout the selling, service delivery, and after sales support processes
• Fosters an environment which promotes Eaton’s goals and philosophy, encourages continuous improvement and builds customer relationships
• Experience leading Customer and Sales Support teams including: customer service, inside sales and technical support throughout the selling stages
• Leadership, change management and communication skills
• Call center management, Phone skills and customer communication
• Electronic commerce, eBusiness and available or emerging technology
• Team-oriented problem solving skills and corrective action methodology skills
• Commercial training and technical interest
• Maintain a high level of customer satisfaction for the whole application support team and continue to build and promote a culture of service excellence
• Coordinate the daily operations of the North America based application support team
• Develop, maintain and evaluate support policies and procedures for the daily functions of the support team
• Train team members on standardized support team processes
• Build strong technical experience and capability within the team
• Where necessary, lead and engage cross-functional teams, also internationally, to share and engage technical expertise and experience, to support the timely delivery of business and customer needs
• Work with cross functional teams to ensure all customer enquiries are handled in an efficient manner
• Serve as primary escalation contact for high priority support cases
• Track and analyze trends in Help Desk requests and generate statistical reports
• Develop and deliver key initiatives to improve processes and customer service delivery
• Lead the engagement of all parties necessary to ensure the timely management, communication and address of customer concerns, escalations and issues
• Strong customer service
• Ability to prioritize multiple requests and manage critical cases after hours as needed
• Strong judgment, decision-making, drive and insightful analytic skills
• Ability to work comfortably in ambiguous situations and ability to optimize team’s resources to achieve organizational goals
• Outstanding verbal and written communication skills for both technical and non-technical audiences
• Proven experience leading and delivering customer service requirements
• BS degree (or technical equivalent)
• 7-10 years working in a professional technical support or customer service environment
• 4- 5 years working as a Manager, preferably in a technical support environment
• Smart, engaging, and encouraging, with a high standard of personal performance and ability to operate independently in accordance with company goals
• A driven individual who sets aggressive personal goals and executes on them
• Proven ability to manage priorities, focus on key objectives, and deliver exceptional customer experiences
• Outstanding communication skills, highly organized approach to work, and comfortable embracing and driving change
• Ability to manage challenging customer interactions
• Demonstrates in-depth understanding of customers' industries and core business processes, and their technical and business requirements. - Builds significant long-term relationships with key customer contacts
• Displays general knowledge of the customer's business environment and a sound knowledge of Oracle products. - Collaborates with customers to define their business needs, and conveys how Oracle can successfully meet those needs
• Demonstrates a sound knowledge across a range of (generally, related) discipline areas. - Solves complex problems, and presents different professional/technical scenarios and approaches by applying specialist knowledge. - Keeps abreast of tools, methods, and techniques, thereby acting as an internal resource in a particular area of expertise/specialist knowledge
• Basic management functions; controlling, directing, organizing, planning, staffing
• MVD offices(s) budget, revenue and expenditures
• Division and program goals and objectives
• Personnel management, public relations, and motivational principles, processes and practices
• Foreign applicants for DL & ID credentials
• Oral and written communication
• Customer and public relations and conflict resolution
• Personal computers, including Microsoft word and excel
• Resolve daily, intermediate and long term operational and customer service issues
• Accurately apply statutes, policies and procedures
• Create and coordinate work schedules, adjusting resources as necessary, and coordinate training activities
• Recommend and administer disciplinary actions
• Create and execute action plans to address office performance gaps
• Directs the activities of the Customer Service department and its employees in such a manner as to achieve superior levels of responsiveness to customer needs
• Directs the processing of customer orders and prepares reports for senior Sales and Manufacturing management to inform them of the status of critical customer shipments
• Maintains daily contact with
• Department manager to obtain product information to expedite orders
• Company Account Managers to provide information and solve problems
• Customers to provide availability and delivery information
• Managers, Account Managers, and customers to resolve complex issues
• Answers general questions from major customers concerning open orders including expediting delivery and tracing shipments
• Ensures that both verbal and written requests for quotations are processed in a timely manner to maximize the opportunity to capture business
• Develops and implements processes which facilitate timely responses to requests for technical information, sales literature, material certification and returned material issues
• Uses knowledge of product, availability and customer need to determine the best course of action required to fill the order if the customer’s first choice is in out-of-stock status
• Monitors inventory levels to facilitate the balancing of customer delivery requirements against Manufacturing
• Advises Sales and Marketing management and Account Managers in the field of significant information learned in the course of customer interactions
• Acts as Single Point of Accountability for Import/Export Compliance, including ITAR compliance
• Serves as Business Process Owner for EDI processes and RMA’s
• Oversees special projects as assigned, such as price increase, implementation and notification; Audit (ASAT) documentation and preparation; product pricing studies; EBS implementation
• Serves as Customer Service liaison for newly acquired locations to ensure successful transition to Customer Service-related policies, systems, and processes
• Ensures that all work activities are performed in accordance with established safety and environmental standards
• Maintains full compliance with Company policies and procedures and conducts all activities in accordance with the Company's Guide to Business Conduct
• Demonstrates a knowledge of and commitment to Lean Manufacturing and Continuous Improvement principles and techniques
• Recommends significant activities related to assigned human resources, to include hiring, termination, performance appraisal, salary administration, discipline, coaching and counseling, and related matters
• Travel up to 25%, mostly domestically, but may include international travel
• Ability to read and write in Standard English and perform mathematical calculations
• Ability to work independently with minimal supervisory direction
• Strong organizational skill and ability to multi-task and prioritize in a fast-paced environment with multiple competing deadlines
• Computer literate. High level of skill with EBS software and Microsoft Office suite, especially Excel
• Bachelor’s Degree from an accredited college or university
• Minimum 5 years of experience interacting with external customers
• Prefer the Bachelor’s Degree is in Marketing, Management, or Business Administration
• 2+ years of customer service experience in Manufacturing or Distribution
• 2+ years of supervisory experience in Customer Service
• Experience in the Industrial Fastener industry
• Serves as Customer Service liaison for newly acquired business unit locations to ensure successful transition to Customer Service-related policies, systems, and processes
• Maintains full compliance with Company policies and procedures and conducts all activities in accordance with the company's Guide to Business Conduct
• Demonstrates a knowledge of and commitment to Lean Manufacturing (ABS) principles and techniques
• Minimum 3 years of experience in a Customer Service Supervisor role in Manufacturing or Distribution
• Achieving sales, margin and EBITDA targets for the store
• Main holder of “The Mic”
• Proper scheduling of the sales floor with appropriate staff levels
• Ensuring a great customer experience; including any customer service issues
• Providing ongoing coaching and feedback to all associates, plus annual performance reviews
• Communicating with the Store Manager and Operations Manager
• Assisting the Operations team with large merchandising projects
• Ensuring the sales floor is clean, organized, and ready for the customers
• Understanding and executing all in-store promotions
• Take part in the interview process for all candidates that apply to the store
• Training newly hired sales associates through the onboarding process
• Opening and closing of the store
• 2+ years of experience working in a retail sales roles (required)
• Previous retail sales management experience (required)
• Ensure that assigned operations area is adequately staffed and that all personnel are trained
• Manage the operations activities for the assigned functional area(s)/region(s) by planning and scheduling departmental activities and workload and coordinating with related departments ensuring that operational schedules are met
• Review and recommend new methods and procedures to make daily operations in assigned area more efficient
• Participate in the development and enhancement of equipment and/or training procedures or programs which will support products and/or services; may participate in project task forces or user groups to represent the department on training or system needs
• Interface with other departments, regions, vendors, agencies, etc. to resolve customer service issues. Follow up with resolution of problems to ensure timely response and customer service
• Implement and monitor tracking and performance monitoring mechanisms. Provide reports to keep senior managers informed of operations activities; make formal presentations to senior management as required
• Maintain knowledge of all products and services offered in assigned area. Keep informed of new or changing developments, products, services or ideas which would affect operations
• Recommend hires, transfers, terminations, salary adjustments, performance standards and reviews. Approve employee time records, work assignments, vacations, sick pay, etc. Implement and execute employee relations policies, training programs and various other human resources programs and policies
• Strong English verbal and written communication skills required
• Ability to analyze information received from various sources and synthesize into reports, presentations and proposals
• Strong organization and project management skills
• Ability to manage multiple tasks/projects and deadlines simultaneously
• Proven customer service skills
• University or College education, or equivalent work experience
• Sound understanding of the business and market environment, business strategy and key drivers of success
• Thought leader on service approaches to drive revenue and productivity outcomes
• Proven track record in managing business initiatives that improve revenue or reduce cost
• Exhibit strong interpersonal, influencing and negotiating skills that can be used in motivating, influencing and advising senior stakeholders in ANZ
• Demonstrated experience in working with Executives and skilled in providing sound advice and recommendations to a Business Head and Executive management teams
• Strong people leadership and demonstrated ability to create a high performance team
• Complete knowledge of Customer Service Associate I, II and III
• Responsible for the development and training of the Customer Service Associates
• Provides on-going sales and service coaching, leadership and mentoring
• Responsible for designation and proper utilization of over-ride authorities
• Assist CSA’s in working with unusual or difficult problems
• Exercising executive and administrative control over the functions of the office, including the implementation of local policy and explanation of organization programs, policies and objectives
• Responsible for the development and training of the CSA’s through effective coaching techniques; ensuring customer satisfaction and the achievement of Banking Center goals and objectives
• Adhering to the prescribed security controls to protect the Banking Center against criminal and fraudulent operations and unnecessary risk or exposure
• Responsible for all tracking and reporting as directed by the Management
• Work towards achieving goals and objectives with BCM as defined by Retail Strategic and Business Plan
• Encourage team environment through effective leadership and coaching
• Some branch travel required. Must be flexible to travel to other bank locations as needed
• Comply with Bank’s policies and procedures
• 20100827 (20090629)
• Develop and monitor budgets and spending
• Monitor lost time and administer the Attendance Control Policy
• Speak audibly and clearly communicate with passengers and co-workers
• Ability to read, understand, explain and enforce company policies, procedures and regulations
• Must be able to bend, stoop, reach, and turn while operating a computer, printer, radio and telephone
• Ability to learn PC applications and apply knowledge
• Maintain cognitive skills to perform basic mathematical functions to calculate/pre-plan weight and balance restrictions for aircraft
• Ability to handle multiple tasks simultaneously and adapt to sudden change of plans
• Ability to work rotating shifts and days off, holidays and overtime as needed
• Must be able to work alone and in a team environment
• Must meet public contact profile
• May require rotation of shifts, days off and holidays
• Technical support and advice of customers when deploying our software products via phone, email and remote access
• Problem analysis in complex environments and independent prioritization and processing of tickets to bug tracking and
• Strong experience in technical customer support and / or in the software development
• High level of interpersonal skills , leadership experience
• Joy of professional collaboration with customers, solution-oriented approach , quick perception and analytical skills
• High sense of responsibility and self-reliance
• Good command of spoken and written English
• Strong team orientation , excellent organizational skills
• Arizona Revised Statutes (titles 28, 13 and 41 provisions)
• MVD policies and procedures applicable to both driver license and title and registration work
• ADOT/MVD Record Service Program functions and requirements
• Interrelationship between MVD Record Services and external customers, especially the criminal justice system and with various customer needs and expectations
• Strategic planning and performance measurements
• Federal Laws, Driver's Privacy Protection Act (DPPA), Motor Carrier Safety Improvement Act (MCSIA), Commercial Driver License (CDL) and Record Retention
• Hardware, software, database, codes, etc. used in the units' work
• ADOT/MVD budgeting, accounting and purchasing
• Oral and written communications skills
• Customer service, employee relations, team building and supervisory skills
• Data entry and retrieval, data research and problem resolution skills
• Computer skills necessary for e-mail, scheduling, word processing, spreadsheets, budget tracking, etc
• Interpersonal (people) skills
• Research and analytical processes
• Management such as managing a diverse group of employees
• Leading or managing legislation implementation teams or special projects
• Effective time management and prioritization of activities
• Identifying and implementing process improvements
• Do complex analytic and managerial work
• Communicate effectively verbally and in writing
• Successfully handle complex and difficult situation that involve employees and the public
• Analyze situations and develop corrective actions
• Encourage teamwork within the various units of Record Services Program
• Customer Service Representative experience of minimum 5 years
• Customer Service management experience of minimum 3 years
• 3PL management experience of minimum 1 year
• Import/export experience of minimum 1 year
• Process mapping and SOP development experience
• Project management experience is an advantage
• Healthcare industry experience is an advantage
• Previous experience working within a similar contact centre based customer service management position
• Excellent people management and leadership skills
• The ability to motivate and drive high levels of performance
• Results oriented, with the ability to understand and interpret statistical information, and the ability to make strong and rational decisions
• Confident and self-motivated
• Solution-focused approach to problem solving
• Manage and mentor a team of Customer Service Representatives/Sales Assistants including interns
• Train all new Reps and Customer Service members in ERP and B2B systems
• Facilitate and manage the process for setting up new Sales Reps and new customer accounts contractually and within the ERP system
• Manage and keep all Rep contracts up to date and properly filed
• Assist in the calculation and audit of Rep Commissions
• Monitor quarterly Sales Goals for Reps and Customer Service team
• Assist with building Sales Order Forms
• Manage and enforce order entry deadlines
• Work closely with Sales and to substitute negative inventory
• Work closely with Allocations team to ensure orders are fulfilled / monitor Purchase Order delays, shortages and overages
• Coordinate with warehouse and logistics team to ensure all inventory arrives on time
• Manage all seasonal incentive programs along with proper order book adjustments
• Manage the entire invoice process including the coding of proper reason codes for all contra revenue
• Manage trade show set up and break down
• Manage Sales Rep Sample programs
• Project liaison on B2B implementation and maintenance including but not limited to: creation of new user profiles and full training to new and existing users, creation of security profiles and controls, trouble shooting and sales generation
• At least 5 years of experience in Sales Operations, Customer Service and/or Demand Planning
• Detail-oriented and ability to multi-task a must
• Strong at motivating / team building
• Prior Knowledge of importing and exporting out of Canada/Latin America
• Organized and able to communicate clearly and concisely in a variety of formats; Email, written correspondence, phone
• Utilize multiple resources to determine best course of action
• Must be open to travel
• Manage, mentor and direct a small group of Customer Support associates, who are performing all relevant administrative functions of an engine shop such as
• Open up Sales Orders for customer APU’s and LRU’s in SAP. Coordinate P.O.’s from PWC and Military Engines. Review received customer documentation and liaises with airline customer as required to collect missing information. Open up Sales Orders for customer APU’s and LRU’s in SAP. Coordinate P.O.’s from PWC and Military Engines. Review received customer documentation and liaises with airline customer as required to collect missing information. Pull previous shop visit records from the system or from the customer for Repair Engineering use. Participate in induction meetings
• Create customer invoice and update customer shipping instructions in SAP. Create/update engine record for engine induction and shipping. Perform administration of functions relating to engine induction and shipping processes in SAP. Coordinate and process each APU shipment with ITC and Legal from an ITC perspective
• Prepare and review status reports to internal customers (PWC, ME) and external airline customers. Complete, accurate status report emailed to customers at customer defined frequency each week. Generate customer status reports from business system and review for accuracy. Will require interaction with shop floor for most current shipment promises
• Manage Customer Communication to internal and external customers
• Manage and hold customer status phone calls. Prepare and deliver crisp status reports as required by individual customer. Creation of reports as required by specific customers and defined by their established templates on common business unit templates. This will require daily participation in Production meetings to collect customer relevant information
• Coordinate and manage customer visits and support customer reviews as required. Participate in Customer review visits, representing the company. Prepare and present relevant slide decks. Manage and hold customer status phone calls. Creation of reports and presentations required by specific customers and defined by their established templates on common business unit templates
• Maintain departmental metrics boards as required. Collect and process data as required for this activity. Manage and lead ACE activities for the department
• Excellent written & verbal communication skills
• Strong interpersonal and facilitation skills
• Ability to work to short timelines
• Experience in quoting aviation related repairs
• Participate in strategic and tactical planning activities to support achievement of sales and operational objectives
• Manage customer service activities and offer customer order fulfillment support
• Manage product pricing and customer quoting procedures
• Support a culture of business ownership
• Promote accuracy and discipline in sales order processing function to support targeted objectives in order fulfillment performance
• Identify opportunities for process improvements and develop systems and procedures to implement these improvements
• Serve as liaison between Field Sales, Customer Service, Scheduling, Production and other functional personnel as required to support efficient and effective order fulfillment process and customer satisfaction
• Direct and motivate through coaching, team concept and constructive feedback
• Promote self-initiative and problem ownership for subordinates in addressing process gaps and improvement opportunities
• Bachelor's Degree in Business Management, Procurement, Accounting, Logistics, or Manufacturing Operations from an accredited institution
• Minimum of 3 years’ supervisory experience
• Minimum of 3 years’ experience in customer service, sales or call-center environment
• 10 years of prior management experience in customer-oriented environment
• Prior experience with JD Edwards and Lotus Notes software
• Prior Inside sales experience
• MVD and ADOT policies and procedures related to Driver Licenses, Title and Registration, Customer Service Operations, and other business areas
• ARS, Title 28, Transportation laws, Arizona Administrative Code, and Division policies and procedures
• Terminology related to Motor Vehicle Division
• Program Planning
• Principles and practices of effective organization and administration
• Office management and supervision
• Research and analysis of legislation and unique questions pertaining to statutes and administrative rules
• Report preparation
• Counseling and disciplining employees
• Hiring and interview process
• Microsoft Office programs and MVD databases
• Establish standard work processes and procedures, and continually evaluate them in order to improve unit performance and address customer needs
• Write, review and revise summary reports
• Lead a diverse group of people to accomplish goals
• Listen effectively
• Observe and understand process and procedures
• Understand, analyze, and evaluate data
• Effectively manage a program consisting of multiple work units
• Minimum of 3-5 years’ people management/supervisory /performance management experience in a customer support/service environment
• Strong preference for experience in a subscription software [SaaS] environment
• Strong history of leading groups to exceed NPS, CSAT, and quality expectations
• Service Level Agreement (SLA) management experience
• Excellent written and oral communications skills (English)
• Cloud based support platform support background preferred
• Project Management experience preferred
• Previous experience in a live customer service environment (Live Chat and Inbound Phone)
• Strong Analytical Skills- previous experience identifying business trends and self-service opportunities (Strong Excel and other business analytics tools strongly preferred)
• Previous experience working with channel partners and or VAR’s
• Previous TEAM MANAGER experience in an inbound contact center
• Intermediate skills: SalesForce.com (SFDC) - Experience running reports, building dashboards, accessing lead management and workforce management
• SAP and Siebel experience desired
• Familiarity of Knowledge Center Support (KCS Practices) a plus
• Bachelor’s degree from an accredited university or college (or a high school diploma/GED with experience in a project management position);or equivalent knowledge or experience
• Experience in a project management, (pre)sales, engineering or manufacturing role
• Project management experience working in a leaders role of implementing projects in a field environment
• Willingness and ability to travel 65% of the time within the assigned region
• Also to be able to speak fluently Dutch and English
• Customer Service (CS) Team Management: is responsible for managing the Customer Service team on a day to day basis. Focuses on issue management & resolution, performance review, and order fulfillment to ensure an optimum level of customer service. Establishes relationships with internal and external customers to support the business strategy and its execution in co-ordination with the CS Team
• Stakeholder Management: ensures the stakeholders in the chain are well informed & manage liaise closely with their teams to ensure the monthly and yearly targets are achieved in addition to optimal customer satisfaction
• ERP & Interface Issues: Key player in the network setup with our hub in RDG & also with our 3PL. All business release tests & changes are to be monitored & confirmed
• Global Alignment: Establishes contact & working business relations with the other entities globally to address concerns and find an unified solution if possible. Learns and shares from the global best practices
• Reporting: KPIs, OTIF & other reporting internal & external are to be managed on a periodic basis
• Business Sustainability: Creates plans and back up process in place in case of emergencies (war, political problems etc). Multiple supply networks have to be established to mitigate this. Creates a process in place for ERP issues & back up of the CS team
• Consistently demonstrates the Roche Core Competencies and People Leadership Commitments
• Provides feedback and conducts performance reviews of employees
• Minimum experience in the bank and project management for 8 years
• Good communication and influencing skills
• Fluent in English and Indonesia
• Responsible for hands on management of the 24x7x365 NOC; including daily work management, escalations, and compressive shift turnover assessments
• Will provide team leadership for following established processes, procedures, ticketing, and escalation standards to ensure prompt resolution to issues
• Work closely with internal support groups and external service providers to identify, resolve or coordinate the resolution of Infrastructure, Devices and Application issues
• Lead the Incident Management process during outage/impairment situations
• Communicate issues and incidents to all levels of the organization as required
• Responsible for fault management, report generation, analysis and event notification of customer systems. To include the coordination and/or escalations of fault/performance issues to the appropriate operations teams
• Provide support of all network activities, such as the coordination of change management and routine maintenance actions
• Identify, coordinate and document preventive, proactive and corrective maintenance requirements
• Responsible for testing and developing new elements monitoring, analysis tools and writing operational documentation
• Ability to work with Vendors, Carriers, and Suppliers in the provisioning and maintenance of services
• Ability to develop, document, and publish operational processes and procedures
• Ability to deal with concurrent issues, ability to work under a dynamic and high-pressure environment
• Rotate on call duties other managers and backup other Managers when required. Ensure there is 24x7x365 coverage for NOC shifts during vacations, training, etc
• Accountable for monitoring, detecting and handling for all operations related service disruptions (incident and problem management). Ensure timely declaration and escalation of unplanned/planned service disruptions, including the associated data collection, reporting, and tracking of follow-ups
• Provide teams with proactive updates on potential customer impacting issues (i.e. network issues, site performance, service disruptions, planned maintenance, equipment failures, etc.)
• Manage, mentor and support NOC employees as well as assist in training, cross-training, monitoring, and reinforcement of procedures and guidelines
• Maintain training materials, policies, checklists and procedures. Create and maintain Operational Reports and KPI's on daily, weekly, monthly and ad-hoc basis
• Participate in disaster recovery and business continuity programs
• 24x7x365 On-call Operations Support with a willingness to cover shifts gaps if necessary
• Must have a high degree of technical knowledge to understand the environment and provide clear updates to the teams
• Knowledge of change management controls and processes
• Knowledge of capacity planning and asset management
• Demonstrated experienced in disaster recovery program planning, implementation and continuous improvement
• Works effectively with cross-functional teams and must be flexible enough to deal with different technical skill levels, skill sets and highly dynamic work environment and schedules
• Strong analytical and problem solving skills along with excellent written and verbal communication skills
• Experience with administering and tuning applications/system monitoring and management tools (i.e., Remedy, Netcool, Nagios, Solarwinds, etc) is a plus
• ITIL v3 certification is preferred
• Manage relationship with outsourcing vendor ensuring service levels are met with various processes
• Develop certified processes and scripts and keep updated at all times to ensure quality of service to customers
• Responsible for Operations Support Team which includes various store tasks including ordering of POP and end user parts
• Oversight of asset protection call center agents with outsourced vendor ensuring critical service levels is obtained
• Service level targets are critical to the business due to sensitive nature and legal implications if procedures are not followed or acted on timely
• Prepare executive reports on case trends
• Analyze trends to suggest process changes that reduce the need for our stores to open cases and allow them more time to concentrate on sales verses accounting issues
• Monthly reports are published to all executives in the company
• Participate in steering committee focused on store simplification
• Manage Accounting Customer Service team of 30 responsible for call center and on line cases
• Develop and implement training program for new employees, quality program for success metrics with case and call reviews for staff
• Prepare reports to provide information on case quality, quantity, and root cause analysis
• Directly manage a separate Escalation Team for urgent matters ensuring we meet our agreed service levels once items escalate
• Handle urgent matters and solve complex issues and escalations
• Case review of aged cases and offer support to resolve
• This position interacts with all levels of management and across functions
• It requires the manager to be a subject matter expert in all areas of accounting to be effective in this role
• The knowledge when passed down into processes will obtain a higher percentage of first call/case work resolution which serves our customers faster than routing cases to various accounting units
• It also reduces case load for various accounting units if we are capable of first call resolution
• Education: 4 Year Degree or Equivalent Experience
• Desk/Call Center certifications are a plus
• Experience: 8-10, Customer Service, Accounting, ERP or CRM software
• Proven track record with management of a large team
• Customer service skills, especially the ability to handle difficult/tense phone calls professionally and courteously
• Proficient with Microsoft Office products, call-tracking software
• General accounting knowledge is a plus
• Prior experience in leading or supervising a team
• Internal Posting Ends: November 4 - November 24
• Improve customer service experience, create engaged customers & employees and facilitate organic growth
• Take ownership of customers issues and follow problems through to resolution
• Actively promote the Commercial & Residential Solutions Business Center Vision and set a clear mission; deploy strategies focused towards that mission
• Organize and distribute the tasks, manage the resources, work to achieve the metrics
• Keep accurate records and document customer service actions and meetings
• Analyze statistics and compile accurate reports
• Keep ahead of industry’s developments and apply best practices to areas of improvement
• Contribute actively to create a common culture by promoting cohesion among all Supply Chain functional teams present in Cluj
• 7+ years’ experience in Customer Service environment including supervisory experience is preferable
• Fluent in spoken English/Cantonese/Putonghua
• Good command of oral and written English
• Comprehensive knowledge of compliance & security procedures
• Analyzing operational processes, escalation procedures and performs training needs assessments for identifying opportunities for service delivery improvements and value add to the customer/clients
• Developing customer service department procedures. Will act as a liaison between customers and manufacturing, sales, field service, order processing and accounting to resolve status, production, delivery and billing inquiries
• Reviewing of warranty claims as well as developing and managing return materials authorization (RMA) processes to ensure customer returns, exchanges, service and repairs are done
• Understand internal and external customer needs and develop these into strategy requirements
• Develop and drive the vision, strategy and implementation plans for Operational Excellence in the responsible area
• Maintain close and good relationships and cooperate closely with partners in PCMS Services, Businesses, Markets, and SVAL
• Efficiently manage the RSC Repair Operational Budget & Cost Center
• Work closely with supporting functions to develop process- and application-based approaches that improve efficiency and effectiveness of the Customer Repairs & Services Operation
• Drive significant gains in employee morale, engagement, and talent growth
• Create an atmosphere that energizes the workforce
• BS in Engineering (electronic, mechanical), Operations Management or similar. Advanced degree (MS/MBA) highly preferred
• Competency in customer service and repair. Familiarity with NA Market’s PCMS repair and testing processes, testing methodologies, and tools a plus
• Proven Process Improvement experience in area like: LEAN, Six Sigma, Supply Chain Management and Change Management, Process Engineering, Project Management
• Excellent communication, teamwork, and interpersonal skills
• Change Agent with demonstrated project management experience – able to consistently meet deadlines and adapt to a complex and changing environment
• Empowerment skills: Setting objectives, measuring success, skills training, process improvement
• Proven track-record in customer orientation
• Strong data analysis skills
• Proven ability to think and plan strategically
• Strong problem-solving skills – an energetic team member who will act with confidence and challenge the status quo. Ability to make needed difficult decisions that benefit customers, business and team
• Demonstrated organization, facilitation, communication and presentation skills
• Self Starter with a history of high performance. Ability to work individually and under minimal supervision. Positive Attitude
• Willing to travel as needed (10%)
• Strong team leadership experience
• Ability to work adjusted scheduled as needed
• General office products (Word, Excel including experience creating basic spreadsheets)
• Experience with performance reviews and employee scheduling
• Lead and manage Customer Service Representative (CSR) team to ensure departmental/company goals and objectives are met
• Investigate customer’s problems and find solutions
• Build and maintain strong, long-lasting customer relationships
• Develop a trusted advisor relationship with customers
• Ensure the timely and successful delivery of our solutions according to our customer’s needs and objectives
• Communicate the progress of initiatives and escalations clearly to internal and external stakeholders
• Hire and train CSRs
• Handle major incidents that cannot be resolved by CSRs
• Provide monthly business value reports and introduce new services to retain and grow top five and top twenty accounts
• Compile and print records on overall customer satisfaction
• Work with sales, IT specialists, warehouse supervisors, shipping and packaging specialists and inbound freight coordinators
• Isolate and identify areas of improvement
• Bachelor’s Degree or equivalent level of experience required
• Excellent interpersonal, analytical, written and oral communication skills
• Ability to work well in a dynamic, fast-changing environment that requires a high degree of multi-tasking with minimal supervision
• Demonstrated record of understanding and meeting customer expectations
• Proficient in Microsoft Office and Windows-based computer applications
• Minimum of 5 years in a CSM equivalent role or prior relevant Equinix experience
• Embraces change
• Technical aptitude and understanding of the technical service industry preferred
• Adept at crafting concise and effective communications
• Flexible attitude in accepting unique and non-standard solutions
• Must be able to travel both domestically and internationally
• Directly supervises Supervisors(s). Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training associates; planning, assigning, and directing work; appraising performance; and other associate issues as they arise
• Foster employee engagement through communication, feedback, coaching and discussing career path opportunities
• Provide management functions and controls to ensure that projects stay on course, on schedule and are completed in a timely, professional manner. This management role includes prioritization, scheduling, personnel assignment, progress monitoring and project reporting
• Distribute information about company policies and procedures to associates. Represent Optum Rx management in issues dealing with enforcement of company policies and procedures, and the security and protection of SXC assets
• Create a monthly staffing schedule, which ensures proper coverage of the Member Services Member and Pharmacy call center, determined by clients' needs, and statistics provided by the phone system reports
• Conduct periodic meetings with account representatives to discuss any outstanding Member Services issues and prepare for any future plans or anticipated needs of clients
• Develop employees skills, evaluate performance and provide feedback, and oversee resolution of employee relations issues. Provide coaching and mentoring to staff
• Maintain a basic understanding of the phone system to not only ensure optimal performance of the Member Services Member and Pharmacy call center’s phone operation, but to also serve as a backup for elementary functions company wide
• Coordinate training and preparation for associates seeking certification as a pharmacy technician
• Ensure call center agents have appropriate tools and training to perform in order to maintain a high level of a quality customer service experience
• Determine the workflow process and organizational structure of the Member Services team
• Maintain knowledge of current technologies for Call Centers in order to develop an environment which will best serve our company as well as clients
• Establish goals and standards by which the Member Services team operates
• Develop and implement guidelines and procedures by which the Customer staff should operate
• Assist team in trouble shooting problems
• Investigate client or callers' concerns, and determine and execute the proper plan of action
• Maintain and monitor departmental statistics in order to report the Call Center’s performance to clients
• Monitor and rank service requests assigned to SXC as the client
• Advise and lend assistance in the planning and coordination of projects assigned to team members
• Excellent ability to solve customer service issues and demonstrate passion for delivering a positive Customer experience
• Developing and achieving performance goals and objectives in order to achieve customer promise expectations ensuring accuracy and quality
• Hire, lead, and develop a team of ~20-25 associates. Responsible for the overall direction, coordination, motivation, and evaluation of the team
• Carry out the supervisory responsibilities in accordance with Woot/Amazon policies and procedures. Additional responsibilities will include interviewing, training and motivating employees; planning, assigning and directing work; rewarding and disciplining employees; resolving conflicts, and managing risk for Amazon
• The Manager must communicate policies to associates and become the primary information source for staff; following-up to ensure compliance and consistency; taking corrective action as necessary and documenting the issue and actions taken
• Understanding and use of Customer Service and Company systems and understanding and control of department functions and procedures
• Development, analysis and improvement of new strategies and procedures. The Manager will have the ability to develop, plan, and implement short- and long-range goals
• Basic project development, management, and implementation at the site and network level
• Bachelor's degree or 2 years of Amazon experience
• Familiarity with general principles of workflow in an email center
• Ability to be flexible in shift assignments and work areas, including nights and weekends
• 2+ years previous experience supervising a team in a customer service environment
• Demonstrating Amazon Leadership Principles in current role
• Strong interpersonal, verbal (speaking, listening, interpretation) and written communication skills desired
• Subject Matter Expert in Woot/Amazon CS Systems, processes, and policies
• Leadership of Service Catalogue Services Teams ensuring cost effective, efficient and customer focused delivery of services
• Operational management and accountability for Service Catalogue Management
• Accountable for service, relationship and contractual compliance with the HR Services EU
• To ensure processes relating to the Service Catalogue, and meet appropriate governance, legal risk, control and compliance
• To influence design and support delivery/implementation of future projects
• Accountable for project sign-off pre go-live
• Provide strategic direction and leadership as part of the HR Services Vilnius leadership team
• Extensive knowledge of the strategic direction of HR Services Lithuania and how the BAU operations service fits with the wider HR Services Europe and HR across the business
• Proven skills in Stakeholder negotiations
• High in integrity
• Competent in the management of operations service delivery
• First rate experience in leading and managing successful teams
• Extensive experience in the management, development and motivation of people
• Extensive knowledge of the end to end HR life cycle and the processes to support this service delivery
• Expertise in the end to end management of high risk incidents
• Excellent facilitation, negotiating and influencing skills
• Effective and excellent presentations skills (including to large audiences and senior audiences) to ensure negotiation buy in on proposed initiatives
• Comprehensive understanding of business strategy and an awareness of associated policies and Group HR strategies
• Directly manages mid to large sized customer service team
• Inbound, outbound and escalated call management
• Distributes work schedules and assigns open orders per business needs and service level agreements
• Ensures timely and efficient order processing; EDI, fax and phone orders
• Observes and evaluates performance of Customer Service Representatives
• Interprets and communicates work procedures and company policies to staff
• Provides training for new Customer Service Representatives
• Assesses training and reference materials to reflect current processes on an ongoing basis
• Oversees team meetings
• Ensures smooth transition of product launches including collection of orders, shipping and invoicing
• Partners proactively with team members, internal and external partners regarding orders and product availability
• Works closely with Supply Chain daily to ensure appropriate daily inventory levels
• Ensures timely closing of all orders (trade and samples) per Finance department timelines and customer requirements
• Oversees the processing of all customer claims: damages, shortages or overages for Valeant customers, to include attending weekly meetings with Valeant’s 3rd party distribution centers to review processes and issues
• Reviews and approves claims for processing, approving dollar amounts up to the manager threshold, as defined by Finance/AR
• Ensures SOX compliance with order processing and credit procedures, and provide information and backup to auditors, as needed
• Provides information to Finance and other internal partners, as needed
• Compiles order and phone metrics
• Responsible for creating and maintaining Customer Service Purchase Orders
• Performs support functions and other duties and responsibilities as assigned
• 7 years customer service experience including processing customer orders accurately and efficiently
• 3 years Managerial experience in a Customer Service environment
• Experience managing employee metrics and reporting
• Strong knowledge of all customer service operations; order processing, invoicing, claim processing, call management and administration
• Must have solid data entry skills
• Excellent communication skills (verbal and written) and the ability to interact with all levels within a professional corporate environment
• ERP systems experience is a must; prior experience with PeopleSoft is a plus
• Working knowledge of Excel and basic accounting skills
• Promotes a professional culture that is both socially responsible and ethical
• High School diploma or GED equivalency
• Previous airport customer experience
• Lead a diverse team of Customer Service Representatives to ensure the highest level of customer service and satisfaction through prompt, courteous, and knowledgeable service
• Promote an atmosphere of teamwork and collaboration and provide on-going support / coaching to staff to deliver peak performance
• Manage customer service metrics reporting including oversight of the daily flow of orders
• Work collaboratively with other functional business areas to identify growth opportunities and processes to improve the customer service experience
• Foster close working relationships with the Sales Team in working to mutually manage customer expectations, and provide early warning when customer issues arise
• Prepare and monitor budgets against expenses and make adjustments consistent with service objectives and company-wide business imperatives
• Lead initiatives around providing input into strategic business planning and on-going review and analysis of programs and systems to ensure continuous improvement targets are achieved
• Partner with HR in areas of staffing, performance management and workplace policies/procedures
• Bachelor’s degree in Business Administration and/or equivalent work experience
• 5+ years of experience in managing customer service/order processing operations
• Demonstrated experience coaching and developing individuals with the ability to influence and motivate others
• Strong leadership, communication, and interpersonal skills
• Experience working in a fast-paced, constantly changing, high-pressure environment
• Strong analytical and organizational skills
• Excellent business planning, reporting and budget experience
• Must be able to maintain a high degree of confidentiality and have the ability to manage sensitive information with discretion
• Bilingualism (French) is considered an asset
• Advanced knowledge of Microsoft Excel including manipulating formulas, v-look-ups, and pivot tables
• Proficient in Microsoft PowerPoint, Word and Outlook
• Experience using an ERP system in a customer service capacity (SAP and Oracle preferred)
• Recent and proven experience within a busy commercial customer service/ sales environment at customer relations management level
• Have led and managed equivalent Inside Sales to achieve targets
• Strong record of operating in a customer service environment and managing teams through performance
• Demonstrated ability to analyse and manage sales data to create forecasts and proactively manage all stakeholders to match expectations
• Demonstrated experience in demand driven business process execution
• Strong track record of building and maintaining excellent relationships
• Drive booking forecast for allocated area of responsibility and output to BU SIOP
• To ensure that accurate processing of customer quotations, orders and order confirmations are satisfactorily managed, resolved and closed within agreed timescales
• Direct and manage inside Sales Team to ensure that the Inside Sales function is adequately staffed and trained to deliver an efficient service to internal and external customers
• Relentlessly drive and track performance against monthly, quarterly and annual sales plans for inside Sales Team
• Oversee and drive sales of new and existing customers
• Maximise growth by establishment and achievement of appropriate sales quotas and sales forecasts
• Establish and report on metrics (including Customer Satisfaction) to measure and continuously improve performance of the inside sales and back office activities
• Maintain and promote a successful and positive work environment; trains new hires and provides coaching and counselling to direct reports
• To ensure that the Sales function operates effectively and that the functions’ activities are aligned to functional groups and IPTs
• To represent the Customer Services function as an active member of the Senior Management Team
• Devise and implement clear Customer Services policies and procedures, in alignment with global CS management
• Meet performance targets for speed, efficiency, professionalism and resolution of all customer enquiries. Monitor Customer Service standards ensuring the required level of service and communication is achieved
• Manage the Customer Services team across, recruitment and selection, rotas, holding regular 1-2-1s and performance reviews, identifying training and development needs, managing disciplinary and grievance procedures, providing team quality control and ongoing team support and guidance
• Be responsible for measuring and enhancing the employee engagement levels across the site. Promote and advocate quality achievement and performance improvement across the department and working on strategic priorities of the business that focus on scalability and team work-flow processes
• Create and manage email system triggers, multilingual macros (8 Languages) and automation for team efficiency and data collection. Collect and compile data using daily/monthly operational reports and spreadsheets
• Manage UK team post company integration, to work effectively as a unit, as well as synchronising their activities with our Global Customer Service team
• Perform regular resource analysis and reviews of the EU CS organisation to ensure capacity needs are covered and the structure of the department allows for performance improvements
• Monitor and deal with escalated Customer Service enquiries, complaints and negative feedback, analysing trends and putting solutions in place to stop recurring issues. As well as contribute decision making for levels of compensations
• Must possess excellent communication skills for liaising and communicating with the Agents
• Excellent written and spoken English
• Excellent team work and excellent work ethic
• Excellent analytical skills and ability to prioritise initiatives according to the needs of the business
• Helps team to identify key goals and use their talents to achieve those goals; sees others’ potential and strength and works to build them
• Takes time to observe behaviour – highlights performance strengths and weaknesses by giving factual, specific, non-judgemental feedback
• Actively supports the team to go beyond their comfort levels – trying new techniques that may enhance success. Coaches for incremental, one-step-at-a-time improvements, offering praise and recognition as each step forward is made
• Promotes organizational mission and goals and shows the way to achieve them
• Influences team to act in support of ideas, programs, and causes while getting others excited about and committed to furthering the organization’s objectives
• Team Management is a must!
• Degree or skills and experiences to match
• CRM Software
• Power Point and Excel skills
• The operation is 24/7/365. The shift awarded could require working nights, weekends, and/or holidays as well as extended hours outside of the scheduled shift.​
• Must be willing to travel on company business if and when necessary
• This position manages above-wing operation and often interacts with customers in the terminal. Must accept these working conditions
• This position manages below-wing operation and will require being outside in the weather elements. Must accept these working conditions
• Manage the Customer Services function, primarily in regard to the eCommerce business with a wider perspective of the service we provide to customers across Orlebar Brown
• Proactively deliver sales by implement customer services initiatives to drive conversion of new customer leads, repeat purchases, improve recency of purchases, and increase of average order spend
• Design and deliver the strategy for recruiting and nurturing top performing customers
• Line manage three Customer Services staff (Concierges), as well as developing a plan for additional staff members where required
• Oversee and develop the key customer touch points of customer services, packaging, customer gifts, surveys, complaints. Work with the Retail business and warehouses where required to implement initiatives
• Recommend, initiate and manage projects to improve service to customers across the business – this includes how service is provided within the OB retail network as well as online within our markets, predominantly the UK, US, French and German speaking regions, and Australia
• Identify and build a relationship with the best OB customers, via the Concierge team
• Champion the customer needs across the business, taking a customer centric view
• Manage the concierge programme as a proactive means to reach out to customers and provide them with a more personal service. Propose and implement new ways to surprise and delight OB customers
• Ensure that the online services for shipping and returns match the customer needs and wants internationally
• Evaluate customer feedback and implement recommendations for continuous improvement
• Manage all customer facing policies and guidelines, including returns policies and Ts & Cs
• Act as an escalation point for all customer complaints where required
• Strong experience in a customer services and operations environment, ideally for a luxury eCommerce brand
• A good people manager, with proven experience in managing a Customer Services Team in a previous role
• Highly personable, and able to build strong relationships with customers
• Flexible and resourceful, and happy to solve problems as they arise in a growing business
• Experience in both inbound and outbound customer services, building customer loyalty within a Retail environment
• Aware/fluent in digital solutions that optimise our customer services
• 20% CUSTOMER SERVICE
• Manages and contributes to definition of improvement projects and commitments requiring an extensive understanding of the customer needs and match the service and put up a procedure for medium-large team of customer service
• Using specialized knowledge and extensive experience, provides guidance and feedback to help team identify areas of improvement and accurate records and brings innovative repenishement solitions to customers to improve sercice and reduce inventoriess in order to create efficient customer service and nurture an environment where they can excel thorugh encouragement and empowerment
• Manages all aspects of customer service & for a regional or multi-country operation. For example
• Manage a modern, fast paced 100-seat call center
• Handle daily supervision and coaching
• Hands-on involvement in all aspects of customer service
• Develop managerial / leadership skills of team leads / representatives
• Monitor, track and enforce departmental policies, procedures and goals
• Review reports and take appropriate action
• Adheres to all company policies and standard operating procedures
• Other responsibilities may be assigned. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions and decimals
• Ability to compute rate, ratio and percent
• Ability to determine the number of individual things in a unit or group
• Ability to understand the meaning of written or printed matter and to record information by inscribing characters or symbols. The physical demands described here are representative of those that must be met by an Associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions
• The Associate is regularly required to walk or stand
• The Associate must regularly lift and/or move up to 18kg (40lbs.)
• The Associate will be required to perform tasks involving firm grasping
• The Associate will occasionally be required to bend, twist or squat
• The Associate will be involved in frequent repetitive hand actions
• The Associate will be required to reach above shoulder height and below waist level
• Job Title:* Customer Service Manager
• Req ID:* 737400BR
• Canada Walmart Division:* Retail Store Associates
• Province:* Quebec
• Canadian Cities:* Pointe Claire
• Store Location:* Terrarium Shopping Centre :: 195 Boul. Hymus
• Employment Type:* Temporary
• Job Title:* Part Time Customer Service Manager
• Req ID:* 742094BR
• Canadian Cities:* Sudbury
• Store Location:* Long Lake Road & Countryside Drive
• Req ID:* 747381BR
• Canadian Cities:* Windsor
• Store Location:* Dougall Ave & Norfolk
• Employment Type:* Hourly PT
• Req ID:* 748938BR
• Canadian Cities:* Temiskaming Shores
• Store Location:* Highway 11 North
• Req ID:* 756575BR
• Canadian Cities:* Kemptville
• Store Location:* Highway 416 & Highway 43
• Req ID:* 756947BR
• Province:* Saskatchewan
• Canadian Cities:* North Battleford
• Store Location:* Carlton Trail & Territorial Drive
• Req ID:* 758972BR
• Canadian Cities:* Georgetown
• Store Location:* Highway 7 & Sinclair Avenue
• Req ID:* 759442BR
• Canadian Cities:* Owen Sound
• Store Location:* 18Th Ave. East & 16Th St. East, (Hwy. 26)
• Req ID:* 761167BR
• Province:* British Columbia
• Canadian Cities:* Salmon Arm
• Store Location:* 2991A 10th Avenue (TCH) SW
• Req ID:* 760973BR
• Canadian Cities:* New Westminster
• Store Location:* Uptown New West (6th and 6th)
• Req ID:* 759928BR
• Canadian Cities:* St. Catharines
• Store Location:* Welland Ave. And Bunting Road
• Req ID:* 759824BR
• Canadian Cities:* Barrhaven
• Store Location:* Strandherd Dr. & Greenbank Rd
• Req ID:* 762098BR
• Canadian Cities:* Wasaga Beach
• Store Location:* Highway 92 & Main Street
• Req ID:* 761567BR
• Canadian Cities:* Ottawa
• Store Location:* Billings Bridge Plaza :: 2277 Riverside Dr
• Req ID:* 762741BR
• Canadian Cities:* Malton
• Store Location:* Goreway Drive & Morning Star Drive
• Req ID:* 763716BR
• Canadian Cities:* Oshawa
• Store Location:* Harmony Rd & Taunton Rd
• Req ID:* 744105BR
• Canadian Cities:* Vaughan
• Store Location:* Jane St. & Highway 7
• Req ID:* 754817BR
• Province:* Alberta
• Canadian Cities:* Calgary
• Store Location:* Shawville Link Se & Shawville Blvd
• University degree holder with business-related disciplines
• 5 years of work experience in life insurance/financial industry is essential
• LOMA qualification and customer service experience preferred
• Excellent writing skills and command of spoken English and Chinese
• Analytical and strategic thinking with good financial judgment
• Service excellence and achievement orientation
• Energetic, innovative, self-motivated and collaborative
• Strong PC literate in Word, Excel, PowerPoint and Chinese word processing
• Provide hands on day to day leadership and support to the Customer Service team to enable them to effectively support customer requirements and demand
• Drive sustained and ongoing improvement of core departmental KPI’s, to deliver ‘World Class’ service to both direct customers and distribution partners
• Proactively support individual and team performance through the effective use of data and by providing timely and meaningful coaching and feedback
• Facilitate team growth and development by proactively motivating and engaging the team to both progress within their roles and to prepare for future development opportunities
• Identify and implement process improvements and countermeasures necessary to close any service delivery or people performance gaps
• Ensure effective and accurate recording and maintenance of customer data within the CRM system (Salesforce)
• Provide leadership for the planning, scheduling and delivery of field service activity, including ensuring re-active activity response times, whilst also ensuring that all pro-active preventative maintenance activities are fulfilled on time
• Managing the credits process ensuring full compliance with corporate policy
• Investigate, identify and implement corrective measures for assigned customer complaints
• Liaise with the Manufacturing and Shipping teams to effectively manage workloads and customer expectations
• Develop a deep and comprehensive knowledge of department processes and systems to encourage cross-functional working and to enable you to provide active support to the team during periods of peak activity
• As required support and provide cover for the Head of Customer Service
• A relevant degree / HND would be preferred but is not essential if able to demonstrate career based learning and growth
• Experience of working within a process driven, manufacturing environment that supplies technical products, solutions or services through a global distributor network
• Will have worked within a customer service team with leadership of an order processing and/or field service scheduling capacity
• Experience of using a CRM system, preferably Salesforce.com
• The ability to navigate global business and cultural practices whilst adhering to group standards and practices
• The ability to prioritise in the face of conflicting demands, with the confidence to make decisions that ensure the best result for both internal and external customers
• Can present complex or difficult messages clearly and persuasively to customers, partners, team, peers and company leadership
• Can demonstrate the ability to work under pressure and manage simultaneous tasks / projects
• Demonstrates a dynamic, flexible can-do approach
• BA/BS degree or higher
• Demonstrated history delivering results in cross functional environments- ability to drive organizational change using sound reasoning backed up by relevant data in a well prepared business briefing
• Project Management Experience
• Lead and support the Customer Service Team to maximize efficiency and effective delivery to customers – you will have two direct reports
• Develop and enhance relationships with our partners in the wholesaler distribution chain
• Manage and meet the needs of our external wholesale customers to ensure MSD meets their volume, quality and scheduled requirements
• Identify and drive improvement in the Customer Service Process and relationships with existing partners
• Project manage new initiatives that will launch in the next 12 months within the GHH business
• Investigate all customer complaints and warranty problems
• Develop, prepare and review reports for management
• Collaborate with appropriate departments and managers to ensure customer satisfaction and alignment with policies, procedures, goals and objectives
• Assist in the preparation of budgets and operate within budgeted expectations; identify and report on variances
• Research and incorporate best practices into department operations
• Bachelors degree in Healthcare
• Customer service and call center experience with direct supervisory responsibility over others preferable in a healthcare of insurance environment
• Daily supervision of customer service call center representatives and other call center staff as assigned
• Participates in the recruitment and selection process of new hire and transferred call center staff
• Provide timely and effective communication to the call center staff regarding all issues impacting the call center
• Conduct formal monthly staff meetings with call center staff
• Plan, coordinate, evaluate and monitor program service levels using the call management systems. Maintain acceptable service levels insuring that client expectations and contractual commitments are consistently achieved
• Identify process improvements and take a lead role in communicating the needs and coordinating plans for implementation
• Work with technical and telecom support to resolve telecom and technical issues affecting the call center program in a timely manner. Escalate unresolved issues to the appropriate party and Call Center Management
• Resolve escalated issues involving participants or program guidelines and report to Program Management when appropriate
• Work collectively with the CSU Reporting function to prepare special or one time reports, summaries or replies to inquires, selecting relevant information from a variety of sources such as reports, documents or correspondence
• Monitoring and tracking of each call center employee’s weekly, monthly, quarterly productivity and quality metrics in a timely manner. Presenting and discussing performance with each employee on a monthly basis
• Review Call Monitoring system data on regular basis and work with the Quality Assurance Department to insure that all call center representatives are receiving an appropriate number of monitors and all feedback questions and concerns are addressed
• Proactively manage employee relation issues with call center staff. Prepare corrective action documents and present to employees in a timely and constructive manner, encouraging a positive outcome and resolution of the issue
• Provide input on content of training materials and policy updates. Share process knowledge and program changes with QA and Training
• Assess training needs of call center staff individually and as a whole. Make recommendations to Call Center Team Leader with appropriate follow through with Training Department and/or other departments as needed for training completion
• Bachelors degree highly preferred
• High volume call center experience preferred
• Verint Call Monitoring software experience preferred
• Ability to review and analyze processes and implement improvements to those processes
• Creative / innovative thinking skills
• Ability to be flexible and adapt to change within a fast pace environment
• Associate's degree in computer science, project management, or related field preferred
• 5-15 years of management experience, preferrably in a similar field or environment
• Experience working in IT support environment
• Experience superivising professionals across multiple locations
• Good interpersonal skills to communicate and work directly with customers and team members
• Good organization and time management skills
• Ability to maintain formal and informal networks
• This position requires writing reports and communicating with various Subject Matter Experts and across technical disciplines
• Active DOD Secret or higher level clearance preferred. Candidate must successfully pass DOD interim secret (if not already active) and TSA EOD prior to filling the position
• Work closely and take direction from senior leadership and the commercial teams to optimize cost to serve and customer experience
• Where directed liaise with third parties to optimize transportation costs whilst meeting the expectations of the customers
• Work closely with the central transportation teams to ensure leveraged benefits are maintained
• Monitor and report on agreed customer service and logistics KPIs and service initiatives to key business stakeholders. Provide ad hoc reporting to support specific issues or initiatives as required
• Deliver order book activities in accordance with targeted customer service and delivery performance targets and manage resolution of escalated issues and conflicts
• Provide regular insight to senior leadership into the order book and our delivery performance to include performance against sales targets
• Deliver key customer service and logistics KPIs and service initiatives
• Educated to degree level
• Possess strong knowledge of international logistics, export regulations and associated documentation
• Understand the key functions within the business and their importance on service performance to our customers
• Good knowledge of order-to-cash and supply chain processes in an SAP environment and the linkages with supporting functions
• Lead, the customer service team of 25+ across multiple locations (Lansdale, Lithia Springs, Phoenix), multiple levels (Supervisors and leads) and multiple disciplines (Front/Back Office)
• Responsible for recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures
• Engage in special projects as assigned with a high level focus on the customer experience
• Develop and implement strategies to shift from reactive to proactive customer interaction
• Lead the day-to-day operations of the customer service team including order entry, RMA’s and Credits, and Customer Care
• Develop strong partnerships and interfaces with other departments through written and verbal communications to resolve all customer situations
• Ensure that ambitious performance metrics goals are met to provide a positive experience for all customers
• Responds to customer requests for price quotations, purchase orders, order changes, adjustments, and cancellations directly from customers. Achieves and maintains rapport with customers and works to give them the best possible service
• Monitor and follow up on current and past due orders to provide accurate and timely responses to the customers
• Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
• Maintains records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken in SalesForce.Com
• 7 to 10 years prior experience in high velocity Customer Service or sales support role or a minimum of 10 years related experience with a high school diploma. Experience with related products is helpful but not required to perform the essential responsibilities of the position. In addition the successful candidate must be highly organized and detail oriented an active communicator and processes the ability to take initiative and work independently while maintaining a high degree of self-motivation. Thinking proactively and finding opportunities to improve customer service and create greater efficiencies are essential traits for this position. The individual must have excellent verbal and written communication skills as well as excellent interpersonal skills. The candidate must have computer experience with Microsoft Office including Word, Excel, and Outlook. SAP/JDE experience preferred but not required. Also able to navigate the internet for online based data and tech support. Telephone and organizational skills as well as ability to handle high stress situations are necessary. The individual must also be capable of dealing with highly confidential information, especially when dealing with customer pricing
• Plan and direct warranty activities of the Customer Service Technicians, Customer Service Assistants and other staff as assigned
• Develop and maintain updated Customer Service department policies and procedures and Homeowner's Manual
• Supervise and coordinate Customer Service Technicians service/warranty activities to ensure delivery of quality products to customers
• Responsible for designing and implementing improved processes and operational policies
• Recommend changes to products or services to fulfill customer needs
• Total involvement with training, communication and development of all Customer Service personnel
• Review and manage Customer Service assignments and offer preliminary guidance as needed to properly prepare the Customer Service Technicians for working each claim
• Generate reports to manage the current number of “outstanding” and “completed” warranty service requests per community, per Customer Service Technicians
• Meet with homeowners and/or subcontractors to resolve escalated warranty disputes/issues
• Bachelor's degree (B. A.) from four-year College or university; or five to seven years related experience and/or training; or equivalent combination of education and experience
• Must have a vehicle, a valid driver's license, and be willing to travel
• A thorough understanding of FLIFO/weather, crew assignment and Air Traffic Control procedures is preferred
• Must have excellent verbal communication skills and the ability to take charge in trying circumstances
• Must have the ability to make quick decisions on a minute’s notice and work well under pressure
• Must be able to secure appropriate airport authority and/or us customs security badges, if applicable
• Bachelors degree from an accredited institution
• Minimum 7 years of sales, marketing, and/or customer service experience in a manufacturing environment
• This position is subject to the International Traffic in Arms Regulations (ITAR) which requires U.S. person status
• Training/mentoring, negotiation, and interpersonal skills are necessary
• Strong organization, communication and presentation skills
• The ability to effectively supervise and develop others as well as interact with all levels across the organization, business unit functions and customer representatives; effective in a matrix environment
• Ability to travel including internationally
• Advanced Microsoft Excel capabilities including effective use of Pivot Tables, formulas and charts to analyze and communicate information
• Bachelor's degree in Business Administration, Marketing, or Finance from an accredited institution
• Aerospace, industrial gas turbine, defense or related industry experience preferred
• Understands basic commercial, accounting and financial principles
• Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer service standards; supplying information and analysis to organizational plans and reviews
• Develops our call center systems by developing customer interaction and voice response systems, and voice networks; designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementation
• Maintains and improves our call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; handling system and process improvement and quality assurance programs; installing upgrades
• Meets call center financial objectives by estimating requirements; participating in preparation of the annual budget; scheduling expenditures; analyzing variances, initiating corrective action
• Maintains equipment by evaluating and installing equipment with the help of the IT department, developing preventative maintenance programs, calling for repairs, evaluating and implementing upgrades
• Maintains professional and technical knowledge by tracking emerging trends in call center operations management; attending education workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies
• Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to make valuable contributions to job accomplishments
• Leading and directing a staff of approximately 35 Customer Service Advisors
• Motivating and educating our staff to deliver on departmental customer satisfaction results and performance goals
• Developing continuous improvement plans and processes for interacting with our customers to improve their experience
• Participating in the development and enhancement of general processes and/or coaching procedures that will support company service, productivity and revenue generation goals
• Interacting with internal departments to ensure our customers’ and employees’ needs are met
• Developing, supporting and mentoring your team members through the use of call monitors, team huddles, and monthly employee development plans, ensuring the feedback provided through these tools is accurate, complete, professional, timely, and provides the feedback and guidance necessary to ensure your team members meet their goals
• Recognizing, rewarding, and celebrating the successes and accomplishments of your team members through the appropriate channels; and successfully fielding and finding resolution to customer critical issues
• Strong people and process management experience
• Experience in an insurance office setting helpful
• Licensed in P&C and A&H insurance
• Serves as the Customer Service Manager which involves conducting morning huddles and weekly staff meetings
• Models leadership effectiveness by sharing best practices and recognition of team members on a weekly basis
• Oversees the branch Risk Management Review process and ensures dual control procedures are followed
• Performs research and problem-resolution for customers as issues arise
• Incumbent is required to comply with all applicable federal, state, and local banking and industry related laws and regulations including but not limited to the Bank Secrecy Act
• College Degree or equivalent experience
• Minimum of 3 to 5 years of cash handling and customer service experience
• Banking office operations and functions
• Accountable for the overall management of the Customer Service team; This includes selection, on-boarding, training & development, performance management, salary recommendations, employee relations, demonstrating leadership and modeling coaching behaviors
• Administers company’s policies and procedures as they relate to Inside Sales, Order Entry, Customer Service, Warranty and Returns
• Establishes relationships and communicate with customers at various levels
• Maintains appropriate coverage and support to service our Customers and exceed their expectations
• Develops and executes outbound call projects to contribute to team sales goals
• Provides senior management with regular reports on status of performance and projects
• Motivates the customer service and inside sales team to work effectively and efficiently, creating standardization within the team and sharing best practices across teams
• Sets department targets and goals and be responsible to meet or exceed these goals
• Interacts with several departments such as: Logistics, SIOP, IT, Purchasing, Accounting, Operations and Sales to ensure all orders can be shipped on time and complete
• Leads initiatives to cultivate the growth and development of the Customer Service team through strategic planning and superior Customer Service
• Ensures ongoing Sarbanes Oxley (SOX) compliance
• Follows all Company related safety/environmental rules and regulations
• Act as focal point for customer communications through customer service personnel, order management, order-fulfillment, back-order discrepancies, customer complaints, understanding business priorities
• Anticipates reactions of people to change in systems and business plans and plans accordingly
• Recognizes own/teams reactions to change process
• Identifies early successes to maintain momentum; implements communication plan
• Extensive knowledge of Customer Service concepts and best practices
• Ability to foster a common vision which supports the organizations goals; perseverance necessary to focus on, and achieve long-term objectives; capability to orchestrate continuous change
• Demonstrated ability to understand complex business issues and to provide appropriate, effective, technical solutions
• Anticipates Customer needs accurately by leveraging the voice of the Customer
• Quickly establishes and maintains creditability with customers
• Proven success in building and leading teams, collaborating cross-functionally and managing diverse thinking
• A minimum of 5-7 years’ experience of related experience
• Five (5) to Seven (7) years’ of Customer Service Management experience
• Bachelor's Degree Preferred
• Business Knowledge: Extensive knowledge of Customer Service concepts and best practices
• Account Management: Manages customer expectations: Act as focal point for customer communications through customer service personnel, order management, order-fulfillment, back-order discrepancies, customer complaints, understanding business priorities
• Change Management: anticipates reactions of people to change in systems and business plans and plans accordingly. Recognizes own/teams reactions to change process; identifies early successes to maintain momentum; implements communication plan
• Leadership: Ability to foster a common vision which supports the organizations goals; perseverance necessary to focus on, and achieve long-term objectives; capability to orchestrate continuous change
• Problem Solving: Demonstrated ability to understand complex business issues and to provide appropriate, effective, technical solutions
• Customer Focus: Anticipates Customer needs accurately by leveraging the voice of the Customer. Quickly establishes and maintains creditability with customers
• Team Commitment: Proven success in building and leading teams, collaborating cross-functionally and managing diverse thinking
• Based in Stockton, CA but ability to travel 30% to North Platte
• HNC/Degree in engineering
• Technical sales experience
• Understanding and experience of rotating equipment products and process control industries
• Strong knowledge of engineering principles and practices
• Strong interpersonal, communications skills and outstanding ability to develop relationship with others
• Implement programs and services to residents and prospective residents of an assigned community to contribute to AVB’s annual business goals
• Communicate with residents to ensure residents are knowledgeable regarding community’s services, operating procedures and issues/events
• Respond to inquiries and requests from prospective residents
• Respond to resident requests and work with residents to minimize/resolve problems and complaints. Follow through to ensure issue is resolved
• Coordinate resident service issues with appropriate community staff such as maintenance, concierge, leasing, and management and ensure resident issues are resolved in a timely manner
• Assists in the development, implementation and monitoring of programs to maximize revenue, control expense, improve customer satisfaction and manage on-site personnel
• Implement or direct the implementation of all applicable AVB policies and procedures
• Ensure compliance with all federal, state and local laws, specifically Fair Housing regulations
• Understand customer contracts and commitments
• Conduct formal initiation of new programs and projects to ensure all relevant stakeholders within Ciena and the customer understand and take ownership for the deliverables required by the agreed commercial terms
• Develop and maintain key customer contacts, including at a senior level
• The successful delivery of program and other services deliverables to assigned customer base, utilizing resources across multiple functional teams
• Develop project and resource plans to address program requirements
• Establish and maintain risk, issue and change control regimes
• Formation and Management of cross functional virtual teams, to address program requirements
• Subcontractor and service partner management and direction
• Facilitate frequent review meetings between relevant customer operational groups and corporate groups
• Close projects to satisfactorily meet customer deliverables and Ciena fiscal requirements
• Lead review of lessons learned to foster a culture for continual improvement
• Initiate, track and monitor ongoing maintenance and support services
• Act as a key technical interface to the customer and the Territory Service Manager (TSM)
• Develop and track metrics related to our product or service performance with the customer in relation to contractual KPI commitments
• Review technical SOW’s as developed by the SE’s as appropriate to the customer’s needs and project requirements
• Actively track program revenue streams and contribute to the ongoing development of new revenue opportunities, both product and service
• Negotiate and close service contracts with customers, with particular focus on ensuring comprehensive SOW’s and strong P&L’s are in place – ensure timely Maintenance and Service contract renewals
• Document and communicate customer needs, project status, exceptions and resolutions
• Identify key service sales opportunities arising from customer engagements
• Innovative and "out of the box" thinking to provide solutions where the cost of services is too high or where service requirement goes beyond our standard service portfolio
• Strong organizational and interpersonal skills - proven ability to work with and lead team efforts
• Superior customer interface skills and ability to work with all levels of customer management
• Strong Program Management skills - demonstrated ability to work to tight schedules and in keeping projects on schedule and assuring all relevant parties are informed on progress or issues
• Proven experience in successfully working in a customer facing role
• Capable to negotiate with the customer, internal resource owners and external resources suppliers
• Solid understanding of Ciena’s products and technologies
• Self-starter, capable of “owning” areas of responsibility and understands how and when to effectively engage senior management on issues
• Strong Leader, with proven ability to manage large multi-disciplined teams
• History of working in a matrix management environment with success in motivating resources without direct reporting relationships
• Experience in telecoms engineering, program/project management and/or customer service
• BEng in Engineering or an equivalent qualification in a related field such as project management, computer science and/or business preferred
• Formal accreditation in program or project management preferred e.g. PMI, Prince2 or equivalent
• Excellent communication skills – able to deal with people at all levels, good written communication and confident telephone manner. Foreign languages are beneficial, but not essential
• Confident, able to work with minimum supervision to strict deadlines and remain calm under pressure
• Extremely organised - able to multi-task, work on multiple events at the same time
• Applicants should have a minimum of one year’s experience in customer services
• Show initiative and be proactive to ensure quick and effective problem solving
• IT skills – Experience working with Salesforce is highly beneficial, Advanced Word and Excel, Typing to at least 50wpm
• Highly numerate – invoicing, budgets (including multi-currency events) and credit control
• Proactive approach, willingness to show initiative and accept responsibility
• Flexibility to travel internationally to deliver customer service onsite (3-4 trips per year)
• Managing all queries, compliments and complaints across the retail stores and website, to quality standards, and proactively feeding back to the business via the Directors’ and Heads of call listening sessions. To drive out issue root causes and to resolve across the brand
• Defining quality standards and the consistent implementation of these. Revision of processes
• Creation of feasibility studies into new initiatives to drive forward business: e.g. call listening software, live chat, integration of contact centre to CRM programme, Omni-channel involvement with key initiatives to drive revenue and customer experience, introduction of splash screens, customer self-serve content and functionality
• Working collaboratively with teams where strong customer service engagement is required
• Taking key customer themes, trending volumes to drive continuous business change and to enhance the Whistles offering, both online and in-store. Organising measures of success and reporting these back to the brand
• Managing a team of four motivated CSRs, and organising shift patterns (including evenings, weekends, bank holidays), in line with contact time data
• Organising and delivering training sessions to the brand on overcoming key customer obstacles, both at HQ and in-store
• Monitoring key feedback from the website Net Promoter Score survey and from product reviews. Feeding back to Product teams for action
• Experience of managing customer service agents, ideally within a high end fashion brand environment
• Experience of driving high quality customer care across telephones, email, live chat and to be able to drive and monitor quality-enhancing initiatives
• Experience of driving commercial measures within a contact centre environment, e.g. cost per contact, contacts per order. Able to formulate data-driven business cases to drive forward customer service at Whistles
• Experience of running cross-functional teams and projects with demonstrable results
• Strong attention to detail and analytical skills. Process-driven and numerate
• Can do, will do attitude and a drive to achieve with a flexible approach
• Passionate about customer experience and continuous improvement
• Empathic approach to customer service and to interpersonal relationships to drive internal change
• Unafraid to get sleeves rolled up where required!
• Conducts continuing analysis of agency customer and contractor services, establishes measurable performance expectations and takes corrective action to meet changing needs and when needed improve practices/systems to meet established performance standards
• Consults with respective program division management on customer relations issues, creates and implements changes to agency procedures to enhance access to agency services and provide uniform levels of service and consistent responses to customer and contractor issues
• Plans and directs the work activities, schedules and allocates resources to meet the various peak sales periods throughout the year and reviews work for compliance with agency policy, performance standards of quality and production for each unit and individual
• Coordinates customer service and Contractor training expectations and delivery which will include the implementation of new initiatives (legislation, new products, and new sales channels) often requiring coordination among DFW programs and other agencies and the retail dealer network
• Three (3) years of supervisory or management experience in a statewide or regional capacity responsible for customer relations/service environment
• Two (2) years of experience developing, implementing and utilizing performance/outcome measures to optimize resources, customer service and profit objectives
• A Bachelor's Degree in Sales, Marketing, Advertising, Public Affairs, or Business Administration
• Five (5) years experience managing a customer service work unit
• Experience and knowledge of private sector call center management systems
• Sales and marketing experience
• A cover letter of no more than two (2) pages in length, describing how you meet the qualifications of this position (generic cover letters will not be accepted)
• Three (3) professional references (personal references do not count as professional references)
• Supervise and manage the customer service department as well as provide sales reports for Marketing department
• Work with Production and Marketing departments to assure we have a marketing plan for our production. Provide oversight internally and externally when inventory is constrained and maintain shipping schedules that allow for full production while achieving financial objectives
• Investigate and handle issues related to customer forecasts, orders and shipping schedules
• Available to handle customer issues 7 days per week, 365 days per year, by company cell phone or email to field questions from customers, truck drivers, loading personnel, administrative and operations management, and other plant personnel
• Aware of new DOT regulations through training to stay legal on shipping trucks and railcars
• Maintain customer contract files to meet internal and external audit requirements
• Work with Operations Management to manage the process of updating the plant’s production and terminal inventory, including inventory level thresholds, production, transfers, loading, and other shipping activity
• Provide information on shipping statistics and maps to the accounting department and plant management for purposes of reporting, presentations, and decision-making
• Lead or heavily involved with internal projects (including implementations) related to Oracle, Fuel Facs, Excel, or other software
• Handle Oracle and software issues appropriately, either through question/answer conversations with users who are experiencing issues or communicating with corporate IT
• Research possible software solutions to improve customer service and marketing information. Test solutions prior to forwarding to IT, developing step-by-step instructions for implementation
• Set up and maintain Oracle-related and other reports needed for marketing, financial reporting, analysis, and other reports as deemed necessary
• Assist customer service personnel and management in the performance of their duties as requested
• Minimum of 7 years of experience in customer service, marketing or information systems
• Must have strong skills in marketing, communication, organization, accounting, and information technology
• Effective presentation skills
• Proficiency with Excel, Word, Power Point, Access and Crystal reports
• Strong skill set in compliance and internal controls
• Proficient knowledge of accounting and finance
• Strong interpersonal, client-oriented service skills
• Competencies in strategy development, planning and organization, problem solving and vendor or management
• Support Customers to reach their goals through understanding Customers’ business needs and provide solutions that are suitable and feasible within their overall strategy and business environment
• Manage Customer Service field staff and delivery processes
• Provide field staff with the necessary coaching and mentoring
• Comply with service escalation procedures, ensuring that all Customer requests, complaints and comments are actioned
• Participate in the alignment of the strategic objectives of Healthineers and supporting the delivery of the objectives
• Delivering engineering services via your team through efficient planning and resource management and work towards Key Service Metrics
• Maintain personal knowledge of safety instructions and operational procedures
• Improve and continue the level of knowledge to ensure competence
• Have exceptional customer service skills with a genuine interest in providing high levels of service
• Relevant Engineering qualification or experience is preferred
• Post graduate qualifications in business/management is highly desirable
• Experience in a similar role would be highly regarded
• Proven extensive experience in managing multiple teams is a must
• Experience in meeting service KPIs and ensuring contract profitability
• Proven track record of strong initiative, be an analytical thinker with a concern for standards and ability to prioritise work is highly regarded
• Ability to work with complex matrices
• Be a clear communicator and have excellent problem solving skills
• 60% Oversee the Customer Service Function leading the customer facing Channel and Strategic Customer leads within Customer Service that distinguishes the customer experience based on our segmentation through all aspects of the daily customer order management – maintenance, fulfillment, customer solutions, incident tracking and resolution. Manages the CSR Support Team where execution of sample requests, investigating service complaints, customer & product setup, approving trade promotions, etc. occurs
• 20% Achieves customer service objectives by contributing customer service information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; resolving problems; completing audits; identifying customer service trends; determining system improvements; implementing change
• 10% Accomplishes customer service human resource objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures
• 10% Improves customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; determining root cause and corrective action, implementing changes
• Minimum 8+ years of supervisory experience
• Demonstrated ability to lead, coach, and develop people
• Effective communication skills at all levels of the organization
• Demonstrated experience participating and leading change efforts and promote a culture of employee engagement
• Demonstrated track record in taking initiative, effectively navigating ambiguity, and handling multiple priorities simultaneously
• Conflict management and resolution skills
• Experience running a large customer service organization
• Experience activating technology based solutions within a customer service organization
• Operation is 24/7/365. The shift awarded could require working nights, weekends, and/or holidays as well as extended hours outside of the scheduled shift. Must accept these working conditions
• This position manages the below-wing operation and will require working outside a majority of the time regardless of the weather elements. Must accept these working conditions
• This job is subject to Department of Transportation (DOT) drug and alcohol testing. Your previous employers will be contacted to verify if you had any DOT drug violations and/or refusals to test for drugs or alcohol in the previous two year period. Your DOT required urine specimen will be tested for the following substances: Cocaine, Marijuana, PCP, Amphetamines and Opiates
• Hungary: direct deliveries and invoicing to the final customers
• Czech and Slovakia: direct deliveries and invoicing to the final customers
• Croatia and Slovenia: distributor markets, delivery and invoicing to the local distributors, one person based in Ljubljana
• Bosnia, Serbia, Montenegro, Kosovo, Bulgaria: distributor markets, delivery and invoicing to the local distributors, one person based in Ljubljana. Not part of CEE business, providing CS services for the SEE business unit
• Lead, manage and develop a world class customer services team responsible for handling customer enquiries, quotes, orders & product support services in a multi-channel environment
• Drive an environment of high performance and continuous improvement
• Ensure that all transactions are handled in accordance with defined procedures and standards
• Cultivate a one team environment where all resources are utilized across the department for the benefit of the customer
• Monitor the effectiveness of all Customer Service activities through the use of metrics and analytics
• Analyse customer feedback through the corporate CAS framework and ensure root cause analysis is carried out and improvements made
• Ensure department objectives are achieved in order to deliver a world class customer experience
• Be a key part of the European Customer Service leadership team ensuring all process developments and key learning’s are shared with the wider team and that any changes are made locally but with a European view
• Manage expense budgets associated with the department, maintain expenditure inside agreed AOP or forecast levels
• Develop and foster effective customer relationships, internally and externally, to maximize opportunities and deliver business revenue and profitability
• Build strong stakeholder relationships across the business to maximize the potential of our business to provide excellent Customer Service
• Ideally a degree in business or other relevant area
• Solid experience from leading and managing people including coaching and development
• Experienced of making strong decisions in a fast paced environment
• Successful leadership of a multi-channel customer service environment
• Practiced in resource management and planning with strong commercial acumen
• Natural relationship builder
• Experience in Six sigma or lean methodology a bonus
• Fluent in Swedish and strong English skills. A big plus if you can also speak an additional European language particularly from the Nordic region
• Happy to travel across Europe to attend customer visits, exhibitions and sales meetings
• Clean driving license
• Proven experience of managing a Customer Service/Call Centre team is essential
• Ability to communicate at all levels using appropriate approach i.e. informal influencing skills through to formalised communication strategies
• Experience of working in Order to Cash processes and Supply Chain is essential
• Proven ability to lead, manage and motivate staff – demonstrates an understanding of the value of empowerment and delegation
• Evidence of managing diverse teams remotely essential
• High degree of customer focus; an exemplar for the organisation
• Ability to manage complexity to include proactive approach to problem solving e.g. root cause analysis and re-engineering where appropriate
• Decision making skills – strategic level
• Educated to degree or equivalent (preferred not essential)
• Demonstrates J&J Global Leadership Profile Attributes
• Responsible for the day to day management of the Aftercare Team, planning, prioritising and organising the team workloads on a daily basis
• To be responsible for ensuring defects are attended to in accordance with agreed service levels. Where necessary agreeing a strategy for any works with the customer & meeting any contractual obligations, managing customer expectations at all times
• Deliver needs of the business within the allocated Aftercare budget
• Promote B to B client interface & develop relationships
• To promote a culture of cost control / recovery and adherence to contra charge procedures
• To be an ambassador on behalf of Kier Living and attend appropriate corporate and handover events
• Develop new ideas to improve quality and the After Sales service
• Conduct Handovers, Demonstrations, 12 month defects inspections when required, specify remedial works, & oversee deployment / completion of works
• Work with on-site construction team prior to handover to become familiar with all projects leading up to Practical Completion
• Prepare and submit reports required by the BU
• Maintain accurate audit trails and ensure documentation is filed in an organised manner
• Assess performance and work quality of subcontractors and report to SMT on findings
• Obtain & maintain satisfaction results in access of 90% both on open market (HBF 5 Star Status) & contracting projects (internal surveys)
• Ensuring compliance at all times with Kier SHE requirements
• Demonstrate a sound knowledge of house building & problem solving
• Able to demonstrate first class IT skills
• Able to co-ordinate complicated work programmes
• Set up a high quality Customer Service Standard with local relevance for Great China Region
• Communication skills that allow to inform, help and advise customers clearly and to liaise effectively with other professionals
• Listening skills, to understand exactly what customers require
• Confidence, patience, politeness, tact and diplomacy, when dealing with difficult situations
• Motivational skills and an ability to supervise and lead a customer service team
• Creative thinking, to be able to come up with new ideas to improve customer service standards
• An ability to work well under pressure
• Good Chinese & English calligraphy
• A professional and decent voice manner
• Experience/good knowledge on contact center operation is preferred
• Strong client facing + communication skills, both verbally and in written
• Proficient in MS office suite (Word, Excel, PowerPoint) software
• Advanced trouble shooting and multi tasks skills
• Bachelor’s degree in business
• Proficient in MS office suite (Word, Excel, PowerPoint, Access) software
• Experience managing a small team within a call center including performance evaluations, hiring and firing
• Comfortable and experienced dealing with escalations
• Healthcare/Medical Experience
• Call Center Management experience
• High school graduate or equivalent (GED), Associates degree preferred
• 1 to 3 years applicable customer service work experience
• Minimum of 1 year prior experience supervising 5 or more individuals
• Experience working in a Windows environment; utilizing on-line reporting tools and e-mail
• Results oriented; demonstrated ability to make informed decisions, complete tasks and problem solve
• Ability to assume a leadership role in a supervisory capacity
• Moderate physical effort required; standing and walking will constitute 95% or more of a work shift
• Use of equipment to include but not limited to, reading from a visual monitor, operating a computer keyboard and calculator
• Develop and implement customer service policies and procedures
• Investigate and solve higher level customer problems
• Provide advice and assistance to staff and customers regarding products and services of the organization
• Participate in educational opportunities internally and externally, to enhance knowledge of product
• Coordinate with other internal departments to ensure continuous flow of orders
• Foster and maintain a positive team work environment that reflects Oldcastle’s commitment to 100% customer satisfaction
• Manage employees by communicating job expectations, coaching, counseling, reviewing, and enforcing policies and procedures
• Train newly hired CSRs as well as provide ongoing development and product training to current CSR team
• Be able to provide sales statistics to other members of sales force and management team to formulate policy in promoting sales
• Regular and predictable attendance, safely performing tasks and adherence to all safety policies and procedures are essential functions of the job
• Ensure that superior customer service levels are achieved through daily liaison with the LSP’s ensuring that any service level issues are pro-actively communicated and promptly resolved
• Monthly preparation of accruals and reporting of Opex and variance analysis presented to Head of CS&L
• Attendance at Customer Service Review meetings and identify opportunities to enhance service levels
• Set and monitor performance and development objectives of the team as part of the PDP process, ensuring that such objectives support functional and business strategy. Enhance and build capability within the team
• To ensure the successful execution of NPD launches and promotions through working collaboratively with the sales and Marketing teams
• Build relationships with key people and stakeholders across the business and gain their trust and establish credibility in leading transformation and improvements in the area of Customer Service performance
• Build effective Operational relationships establishing a clear point of contact for achieving improvements, ongoing service and collaborative development of end to end Customer Service initiatives
• Communicate effectively across the business utilising all communications medium available
• Work with Operational teams and Branch teams, to manage PDH performance in relation to deliveries, returns and waste collection and assist in the implementation of operational initiatives
• Measure PDH Service Performance and analyse and report on weekly, monthly and quarterly
• Using PDH Performance Data work with key stakeholders in order to agree and drive forward ongoing and fluid action plans to resolve compliance issues
• To manage the PDH customer services call centre and engage and motivate the team to ensure the best possible performance
• Accountable for project management within this area
• Identify opportunities for improvement within the wider Supply Chain / Distribution arena, to deliver required objectives of cost-saving, efficiencies and product or service improvement
• Provide a Support Role to the Director of Primary Distribution in all areas of the business by providing senior leadership within the function, not restricted to the specific area of responsibility
• To manage and lead PDH external Customer Service Representation and deliver responsive, professional and pro-active customer service
• Work with 3rd party logistics provider, Operational teams and Branch teams, to develop, promote and engage in ‘Delivering Safely’ through Primary Distribution, embracing ‘Stay Safe’ Group Health and Safety culture
• Monitor activities of the customer account and quality assurance teams as follows
• Be responsive to budgetary guidelines in monitoring all expenditures and costs as it pertains to customer and/or administration at site location. Be prepared to enforce with all colleagues and/or direct reports
• Customer claim processing, reporting, and procedure compliance facilitation. Partner with Facility Manager to determine best process for resolving claim. This may include implementing new procedures that will serve as “check and balance” to eliminate further claims
• Support to Facility Manager and Operations Manager
• Manage the implementation of Unilever’s Supply Chain initiatives, including new technologies and capabilities, evolving terms-of-sale programs and pilot relationships
• Champion customers’ key supply chain initiatives back to the business to improve mutual efficiencies and costs and provide new ideas or approaches to improve On-Shelf Availability (OSA/Perfect Store)
• Promptly respond to customer complaints and issues to optimize customer satisfaction
• Develop and maintain a strong link with Customer Development Director and Vice President for the sector. Collaborate and partner with Customer Development teams to drive growth for the customer and for Unilever
• Manage PDP process for Event Supply Planners and Customer Supply Chain Analyst
• Logistics / Operations / Manufacturing / Customer Service focused
• 3+ years as a manager or leadership position including responsibilities for the oversight of a team
• Ensure that complex complaints are dealt with effectively and efficiently
• Proven, relevant experience in a similar role would be ideal, as is a passion for delivering excellent levels of customer service
• Able to question complex information to identify cause and effect and deliver attractive solutions
• Possess the ability to maintain high performance in a pressured environment
• Confident in producing a high level of written communication along with exceptional interpersonal, communication and negotiating skills
• This position requires managing above-wing and below-wing operations, interacting with customers in the terminal and being visibile outside regardless of the weather elements
• The selected candidate will reside and support the Maui station but must be willing to assist at any of the other stations on various Islands when necessary. Must be willing to support all of the Islands
• Must have a current and unexpired Driver’s License
• Willing to take a pre-employment drug screening test and undergo comprehensive background and/or fingerprint checks to satisfy security requirements, if applicable
• Degree Qualified
• Demonstrated people leader capabilities to manage, motivate, and influence work and team behaviors
• In-depth knowledge of planning and analysis; solution driven approach to system and process; advanced computer literacy (Excel, Access, PowerPoint, Outlook, Word). Unix, Perl and/ or Oracle/ SQL desirable
• Ability to organise, manage, and communicate across position levels and functions
• Goal driven, target orientated, able to step back and look at the bigger picture; the person will also be able to manage ambiguity with their sleeves rolled up, and possess a preparedness to get involved
• Demonstrate a strong track record of problem solving and very strong analytical skill capability as he/ she will is required to look at and find solutions for a variety of operations problems. Look at the difficulty – and fix it. Good timely decisions will need to be made on a regular basis
• High dependability – be there to manage team/ Flexibility- flexible on weekend & evening shifts
• Possesses intellectual curiosity; brings insight into the team/ business, especially in a multicultural and multi-location environment
• Quality of work- Consistently provides the highest quality service. Completes work accurately. Pays attention to detail
• SQL and other analytical experience preferred
• Leads a Customer Service team that provides an exceptional level of service to all customers and that fosters customer satisfaction and positions the Service Center to grow and retain customers
• Interviews, hires and terminates staff as needed
• Sets clear and realistic expectations and provides the necessary tools and resources required to achieve expectations
• Partners with Director of Operations and other leadership to assess the quality of customer interactions throughout the Service Center
• Provides orientation and on-the-job training for new Customer Service Specialists and cross-training on all CSS duties
• Manages Customer Service staffing based on business needs
• Directs and assigns the daily, weekly, monthly Customer Service tasks ensuring timely execution to include a high level of accuracy upon completion
• Handles all escalated customer complaints
• Fosters and leads a positive team environment
• Serves as liaison between customer service team, management team and corporate partners
• Ensures all customer interactions are consistently and accurately maintained in the system
• Providing leadership and management to the Customer Service teams in Italy, including Customer Care for all sales divisions, kit booking and Technical Customer Service
• Develop and implement the appropriate Customer Service strategy for the Italian region. This will require the provision of a detailed operational review of all processes, procedures, methods and tools to determine adequency to meet the performance objectives of the department
• Ensure that common business processes are in place in each group and that all employees are trained to follow these processes
• Implement and maintain a culture of continous improvement of service provided to our customers
• Review and approve the staffing structure and workload of each team, taking into account the needs of the SYK customer base
• Develop succession plans and ensure a pool of individuals is trained and capable of taking on additional responsibilities
• Active involvement in and ownership of local and pan-European improvement-, benchmark- and best practice projects which strive to achieve a world class Customer Support Operation and improve service levels through consistent processes that drive efficiency and productivity
• Respond to customer inquiries regarding products and services
• Support outside sales team
• 3 years of (industry) background
• 3 years of management experience required
• Share and animate the Nespresso CRC ambition
• Set clear targets and objectives for the team leaders
• Provide coaching when required to his team leaders on several dimensions: coaching, reporting analysis,.
• Do the PE and evaluations of the Team leaders, harmonizes the CS evaluations
• Strong people manager
• Results focus
• Proven experience in Customer Service management
• Federal laws, Code of Federal Regulations (CFR) Title 49, rules and regulations governing CDL operations to include Federal Motor Carrier Safety Administration (FMCSA)
• ARS Statutes Title 28, Arizona Administrative Code (Rules) governing CDL operations
• Broad knowledge of MVD policies, rules and regulations governing MVD operations
• Legislative process, information technology, public relations and employee relations practices
• Operational planning, budgeting and performance measurements
• Continuous improvement strategies
• Strong leadership
• Employee, customer and stakeholder relations
• Develop, lead, monitor and evaluate operational and process improvement efforts of subordinate work units
• Develop Supervisors to ensure excellent performance of customer service staff when servicing customer contacts
• Ability to effectively communicate to the staff and Senior Management through written or verbal communication
• Effectively lead change as new initiatives are identified
• Contribute to the attainment of Contact Center key performance indicators
• Translate VOC information into actionable feedback shared with internal / external business partners and Senior Management
• Experience motivating, inspiring and achieving results through others
• Develop and maintain effective relationships with employees, internal / external business partners and Senior Management
• Maintain a positive work environment that supports high performing teams and rewards people based on performance
• Develop, motivate, and retain employees at all levels of the organization
• Provide on-going coaching on team's performance in relation to quality of service, reliability, availability and retention
• Lead in the development of Contact Center programs and process improvements that enhance the level of internal and external customer service and efficiency
• Knowledge of Contact Center systems such as WFM, and Quality Monitoring Systems preferred
• Excellent follow-up skills and ability to meet aggressive deadlines
• Strong oral/written communications and analytical skills
• Intermediate level skills in MS Office with strong emphasis in MS Excel
• Must be decisive and results oriented
• Minimum of 5 years’ experience, Contact Center Management
• Managing multiple teams simultaneously within a contact center or retail environment
• Oversee the Public Works Department customer service team
• Manage and train the customer service team, including Customer Associates and Right of Way Infrastructure Inspectors
• Set reasonable customer satisfaction goals and work with the team to meet them on a consistent basis
• Create and implement and effective customer loyalty program
• Interact with customers on a daily basis, responding to their questions and guiding them to the appropriate service
• Participate in the hiring of customer service team employees
• Translate skills to other employees through training and mentoring
• Be proficient with Microsoft Office Suite and IWORq’s
• Significant experience of managing a commercially focused customer service/sales teams
• Experience of coaching and developing commercial skills of team members
• Strong drive for delivering results and continuous process improvement
• Experience of effective customer forecasting
• Experience within the print industry
• Excellent senior stakeholder management skills
• Experience of change management within customer service/sales environment is desirable
• Candidates must be able to demonstrate a pre-existing right to work and travel within the EU. Documentary evidence will be requested at interview
• Understanding of Supply Chain Management
• Motivational skills
• Innovative/Creative skills
• Coordination of team workloads, schedules and coverage activities
• Supervise the performance of all duties and responsibilities of all Front End Associates as it relates to our Count on me behaviors of knowing what to do, making it easy, doing their part and caring
• Responsible for new hire orientation and 90 day onboarding process
• Uses count on me behaviors as a filter to ensure all customers are satisfied while coaching, developing and instilling these values in all associates
• Smiles and provides prompt, accurate and friendly service while engaging customers to create a Fast and Easy shopping experience
• Manages the front end from the front or first touch point of customer engagement during designated hours a minimum of four days a week per Standard Practice guidelines
• Manages and achieves Food Lion service standards
• Maintains an efficient and productive Front End operation
• Ability to supervise a fast paced environment and multiple functions for extended periods of time during a scheduled shift
• Support the achievement of budgeted financial and operating results for the Front End
• Ability to use the In-Store Computer, Food Lion applications, Storeline and including but not limited to Windows applications, wireless hand held units and email
• Understands and follows Food Safety guidelines and procedures
• Ensures that all advertising and sales promotion materials applicable to the Front End are properly utilized
• Observes and corrects all unsafe conditions that could cause associate or customer accidents (e.g. broken equipment or fixtures, cases stacked improperly, refrigeration cases leaking, etc.)
• Records and reports all associate and customer accidents in accordance with established Food Lion procedures
• Cooperates to the fullest extent with the Store Manager in promoting increased sales and maintaining good associate relations within the store
• Understanding and utilize Average Cost Inventory System (ACIS)
• Understanding and utilize Computer Assisted Ordering (CAO)
• Adhering to all company guidelines, policies and standard practices
• Interviews and hires Front End associates
• Trains and develops the Assistant Customer Service Manager and Customer Leads
• Ensures proper training of Office Assistants and all front end associates
• Ensures all Front End associates operate registers and serve customers in accordance with established policies and procedures
• Interacting constantly with associates; ensure associates understand Food Lion’s expectations and have the tools and training to be successful
• Maintains security standards
• Successfully complete Computer Based Training (CBT) and Training Aid courses
• Serves as Manager on Duty in a limited capacity (i.e. MOD vacations) performing all of the responsibilities of an MOD
• Ability to communicate effectively with associates and customers
• Ability to effectively supervise the work of other associates
• Ability to read, write and perform basic math functions
• Ability to communicate in both verbal and written form
• Communicate company, department, and job specific information to associates
• Create an environment that enables customers to feel welcome, important and appreciated by answering questions regarding products sold within the store and make suggestions about products
• Understand inventory/stocking and Computer Assisted Ordering
• Observe scheduled shift operating hours
• Lead front end team by supporting service expectations such as, but not limited to, QueVision, money services, self-checkout goals
• Ensure that customers' needs are addressed quickly and professionally
• Conduct daily huddles with front end associates to discuss service standard and results
• Perform cash loans and pick-ups from all store registers as needed through their shift using the VeriBalance system and safe procedures; verify safe counts at the beginning of the shift and balance safe at the end of shift
• Manage breaks and lunches for all front end associates including cashiers, baggers, service booth clerks, fuel clerks, and relief help
• Observe, coach, praises all front end associates on a daily basis on all front end expectations such as, but not limited to proper checking techniques, engagement, Que-Vision, self-checkout lead behaviors, proper bagging
• Follow procedures to limit shrink such as, but not limited to checking for bottom of basket, scanning all items, avoid manual hand rings, proper use of gold slips, close the loop and follow up with all register operators
• Ensure that all current customer service, cash control, labor control, expense and supply controls, loss prevention, maintenance, safety, food safety, associate and customer engagement rules are being followed
• Practice preventive maintenance by properly inspecting equipment and notify appropriate department or store manager of any items in need of repair
• Report all safety risks or issues, and illegal activity, including: robbery, theft or fraud
• Oversee and manage the efficient operations of all functions and activities of the front-end
• Adhere to all local, state and federal laws, and company guidelines
• Having successfully completed checker, U-scan, service booth, and bagger training
• Must be able to meet the minimum physical demands of the position
• Current alcohol sellers permit once employed
• Cashier, retail, or management experience
• 2-3 years of operational experience
• Relentless focus on customer service and quality standards
• Excellent organizational skills with close attention to detail
• Tireless and diligent administration skills
• A can-do and hands-on approach
• A positive attitude, sense of humor, and empathy for others
• Comfortable with a fast paced and highly kinetic environment
• An ability to think and react quickly to daily surprises and take charge in emergencies
• Up-to-date computer skills (excel, word, aptitude to use various internal systems )
• International experience preferred
• Fluency in English, an additional language is a plus
• Implement a communication plan/process for customer relationship management to provide unparalleled customer service by aligning customer service with production, sales, and the customer
• Interact with several departments such as: Logistics, SIOP, IT, Purchasing, Accounting, Operations and Sales to ensure all orders can be shipped on time and complete
• Establish relationships and communicate with customers at various levels as required
• Develop team building exercises to incorporate throughout the year to drive the team
• Reduce order entry errors and cost by 20% over the 2015 number
• Implement an incentive plan for the customer service team
• Incorporate at least four (4) onsite client visits per year with the customers to build strong relationships with the clients
• Learn Masonite’s current ERP system, Masterpack / MS DAX 2012 R3
• Ensure ongoing Sarbanes Oxley (SOX) Compliance for pricing
• Administer company’s policies and procedures as they relate to Order Entry, Customer Service, Logistics, Warranty and Returns
• Provide senior management with regular reports on status of performance and projects
• Motivate and lead the customer service team to work effectively and efficiently, creating standardization within the team and sharing best practices across teams
• Set department targets and goals and be responsible to meet or exceed these goals
• Follow all Company related safety/environmental rules and regulations
• Member of the Plant Leadership Team and the Residential Customer Service Leadership Team
• Ability to travel, as needed
• Coordination and resolution of all store related service issues through GIST and the Operational Performance Manager team
• Contract management of GIST Customer Service performance
• Coordination and tracking of action plans to improve GIST Customer Service Performance where required
• Monitoring and analysis of helpdesk data to understand service performance trends by RDC
• Coordination and delivery of retail surveys to support measurement of RDC service performance
• Management and maintenance of strong retail stakeholder relationships
• To support facilitation of Continuous Improvement delivery through retail engagement
• Execution of a timetable of store visits
• Support store service peaks and event planning
• Retail / Logistics experience
• Stakeholder and relationship management
• Communication and influencing skills
• Data analysis and compilation
• Responsible for all facets of station operations and station employees
• Negotiate and manage vendor contracts
• Represent Alaska Airlines in the community
• Administer all customer service functions at the station, including ticketing, baggage handling, cargo operations (weight and balance), passenger security and reservations in a manner to ensure compliance with company service standards
• Supervise ramp activities required for aircraft servicing, including loading and unloading of baggage, cargo, mail, and ramp handling to ensure company operation and safety objectives are met
• Prepare necessary plans, budgets and schedules
• Represent the company in the community through public relations activities
• Responsible for all station resources, such as facilities, equipment and supplies
• Supervise, train, and develop station staff
• Supervise labor contract administration
• Ensure compliance with company policies and all regulations of federal, state and local airport authorities
• Embody the Alaska Spirit and conduct oneself with Professionalism, Integrity, Resourcefulness and Caring
• A college degree is preferred
• 3-5 years station experience with proven skills in passenger service, station operations including cargo handling, ground operations, personnel administration, scheduling shift work, administering bargaining unit employees and budget controls required
• 2 years of supervisor experience required
• Knowledge of Alaska Airlines System Regulations and Federal Aviation Administration policies and procedures preferred
• Proficient using MS Office Suite and knowledge of Sabre/Image is preferred
• Strong verbal and written communication skills in addition to strong presentation skills
• Proven ability to motivate employees and improve and enhance group dynamics
• Proven ability to use tact in communicating with others and able to constructively resolve problems
• Minimum age of 18
• Lead, manage and motivate the MEDC Customer Service team. Ensure the clear communication of departmental objectives and create a high performance work culture
• Manage accurate and timely communication of all customer related issues and requests, building relationships with key customers and external stakeholders. Work to agreed service levels for completion of quotations, order entry, order confirmations and customer escalation, ensuring all information is technically sound and delivered to company standards
• Develop and maintain appropriate, accurate and timely measures to assess all aspects of departmental performance metrics. Implement processes where required for the departments key deliverables ensuring continued development of all departmental goals and objectives
• Coordinate the direct interface with external sales teams and regional sales directors globally (Singapore, Houston, Dubai, Sutton); drive best proactive and reactive customer handling experience
• Work to achieve sales targets through the management of the month end quote to cash process, liaising with Operations, Supply Chain and Finance to ensure accurate forecasting to monthly sales targets. Manage and coordinate meetings as required to understand any roadblocks and ensure all issues are investigated, documented and communicated to the wider management team
• Conform to required aspects of trade compliance, HMRC and company regulations, working with the companies specialists where required to ensure all national and international shipments are legal and ethical. Review high value project contracts and customers terms & conditions
• Support the key financial goals of the business to achieve targeted EBT and operating margin
• Work within SIOPs framework to review and forecast order intake and sales. Engage with project pursuit, sales team, local Management to assist forecast sales, inventory and capacity requirements
• Strong experience within Customer Service, within a corporate and international environment
• Successful experience in line management and team development through coaching and mentoring
• Basic management functions: Controlling. Directing, Organizing, Planning, Staffing
• MVD office(s) budget, revenue and expenditures
• Division and Program goals and objectives
• Applicable Arizona statutes
• Personnel management, public relations, customer relations, problem solving, subordinate development, interpersonal relations, and motivational principles, processes and practices
• Approve or reject identity documents from domestic and foreign applicants for DL & ID credentials
• Program and office performance metrics, goals/targets, and variance reporting
• Oral and written communication, customer and public relations and conflict resolution
• The use of personal computers, including Microsoft Word and Excel. Skill in the use of software and hardware used by the MVD Customer Service Program
• Respond to and resolve daily. intermediate and long term operational and customer service issues
• Recommend and administer disciplinary action
• Produce correspondence, respond to media contacts as authorized, and respond to contract concerns/disputes in
• Coordination with Procurement management
• Four years experience in Arizona State Services as a Motor Vehicle Customer Service Representative
• Two or more years experience in a high visibility public contact setting in a regulatory or public service environment will
• Substitute for two years of Motor Vehicle Customer Service Representative experience
• Three or more years as a supervisor or manager of a customer service operations department
• A Bachelor's degree in Business or Public Administration or related field will substitute for two years of required work
• Lead the activities to provide centralized, efficient and cost effective order to cash operations to Indirect Sales customers
• Ensure external customers experience an “ease to do business with us”, by ensuring a fast and reliable access to order status and delivery confirmation; On time delivery; Logistics arrangements; Keeping internal and external customers informed
• Act as a business partner and key contact for internal customers. Develop and manage the relationship with key internal customers and suppliers to ensure customer satisfaction
• Manage and train a team of Customer Service agents to perform all activities
• Manage the relationship with external customer and suppliers to ensure customer satisfaction
• Work with internal functional areas (Procurement, Finance, Tax, IT… ) to define processes and resolution of specific cases
• Define and improve Customer Service processes & KPI’s
• Ensure 100% compliance with JCI Policies & procedures
• Ideally minimum 3 years experience in leading a customer service/business support team at a multinational company
• Experience and knowledge of international trade and logistics
• Commercial degree
• People management skills and experience
• Must be familiar with Company quality objectives and play an active role in reaching continuous improvement objectives
• Focus on Departmental Leadership, Personnel Development, and improving Departmental Performance, Product Quality, and Customer Satisfaction
• Determine and maintain appropriate department staff levels, training and skills consistent with business objectives
• Determine Service project staffing requirements based on overall project schedule and assign/re-direct resources accordingly
• Develop annual departmental budgets and annual Operations objectives, consistent with business planning activities
• Responsible for achieving annual Service Department Revenue and Profit Margin targets
• Monitor all warranty costs, cause and resolution - with a goal to continually reduce overall warranty exposure. Summarize and report warranty performance on individual jobs and overall basis
• Responsible for ensuring Customer Service Department ISO 9001 processes are followed
• Develop, maintain, & monitor departmental metrics and take appropriate action based on the results
• Work with other Department Managers on a regular basis to identify areas of improvement that will attain higher levels of customer satisfaction
• Meet and/or communicate with customers directly, to represent management position when required, for all commercial/technical issues that require resolution during commissioning or warranty period
• Develop relationships with engineering service firms for outsourced capacity
• Develop relationships with Colleges, Universities, and Recruiting Firms that create a pipeline for recruiting needs
• Stay abreast of current technologies
• Monitor & evaluate individual staff performance on a regular basis as well as year-end review/appraisals
• Bachelor’s Degree in a Technical Field or proven equivalent in experience
• Minimum 10 years of general business experience, preferably in Customer Service area
• Minimum 10 years of experience in manufacturing and design of industrial automated equipment
• PLC / HMI / Robot Programming / Network & Fieldbus / Safety Systems and Integration experience a plus
• A commitment to company values with previous team leadership and project management experience
• Educational, training, and experience requirements may be modified at the Management Team’s discretion
• Computer proficiency, including spreadsheet, word processing, and project management software
• FMEA, Equipment Capability, Safety (OSHA, RIA, ANSI Stds.)
• Physical demands: While performing duties of job, employee is occasionally required to stand; walk; sit; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; talk and hear. Repetition with activity; computer work. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus
• Work environment: The noise level in the work environment is usually moderate
• Lead and motivate the customer service team and create an environment that encourages continuous process improvement and service excellence
• Deliver a very efficient order to cash process, to defined standards, on behalf of associated businesses and manufacturing sites
• Ensure that all customer-facing activities are carried out in strict adherence to agreed service standards and at no time jeopardize the business relationship with our customers
• Continuously monitor & assess team performance against agreed Service Level Agreement metrics to ensure all stakeholder requirements are met or exceeded
• Bachelor’s Degree in Business field and 7 plus years of customer service experience
• Associate’s Degree and 9+ years related experience or High School diploma or equivalent and 11+ years of related experience
• Regular travel within the US, and occasionally internationally
• 1: Customer Operations Guide (COG)
• 2: Service Level Agreement (SLA)
• 3: Topology Diagram
• 4: Customer account contacts list
• Customer’s Business Objectives & Risks
• : CSA Business Continuity Plan (if CSA is assigned)
• Manage large team of representatives responsible for order entry, customer service, and issue resolution. Monitor timeliness and accuracy of customer order processing. Ensure that the daily business requirements are fully supported and anticipate capacity changes and their impact. This includes order management, credit processing, returned goods administration, account portal administration, and pricing necessities. Work with individual accounts to insure their needs are met and allowances are minimized
• Collaborate with and provide support to Sales and Marketing departments, Credit/Collections and Comfort Care consumer support organization to insure that customer and business requirements are exceptional
• Assist in developing and managing business relationships with customers, sales, and support organizations. Oversee the achievement and maintenance of agreed upon customer service levels and standards
• Plan, prioritize, and delegate work tasks to ensure proper functioning of the department; Handle complex and escalated customer service issues
• Analyze and publish relevant data to determine customer service outputs. Identify and implement strategies to improve quality of service, productivity, and profitability
• Assist with the design and implementation work plans to make certain resources meet expectations. Monitor productivity of representatives and generates action plans to address issues. Define and communicate service level agreements to internal and external customers, as well as future requirements
• This position is currently responsible for supervising 10 direct reports
• Responsible for directing other employees’ daily work activities and to undertake the following employment actions: hiring, termination, corrective action and performance reviews
• Recruiting, selecting, training and managing high quality customer service and sales representatives
• Supporting implementation and leveraging technology to increase the efficiency and effectiveness of their team
• Development of a “success driven team” driving revenue, growing portfolio of new logos and creating opportunities to enhance field sales productivity
• Generating revenue from new and existing customers across the full portfolio of enterprise products and services
• Ensuring quality customer contacts through call guide development, service and sales training, and the monitoring of sales representatives
• Defining, refining, and institutionalizing best practices and processes for their team
• Supporting the launch of new products and product extensions/transitions
• Ensuring that their service and sales team is in compliance with laws and regulations relating to call center operations (do not call lists, etc.)
• Bachelor’s degree in Business Administration or related field preferred but equivalent experience will be considered
• Thorough knowledge of the veterinary industry and veterinary practices
• Prior experience in customer service and dealing directly with customers in a service capacity, preferably in animal health environment
• 3 + years verifiable leadership/supervisor experience in personnel management, coaching and development
• Strong organizational, decision making and supervisory skills
• An enthusiastic, high energy team player who is viewed as a “doer” on the team and across internal organizations
• Proficiency with MS-Office Tools desirable
• Ensure that superior customer service is delivered at all times to all customers
• Set up and maintain auction information systems
• Enter contracts and equipment specifications into the auction system
• Balance auction results, and take care of accounts receivable, collections and banking responsibilities
• Verify that funds have been collected, and that correct lien holders are paid
• Process vehicle titles, registrations and legal transfer documents
• Build strong relationships with banks, taxation offices, and motor vehicle branches to obtain information and to resolve issues
• Assist to recruit, train and oversee Customer Service Representatives for auctions
• Manage a team of customer support representatives, and provide coaching and guidance in the support of customers
• Establishes goals and metrics for the support function and measures the team's performance
• Tracks customer complaints or inquiries and recommends changes to products or services to improve customer satisfaction
• Develops procedures for customer service staff to ensure complete and accurate transactions Responsible for ensuring department works closely with logistics and production operations in order to ensure deliveries are made in a timely & accurate manner
• May support sales and marketing efforts by overseeing insides sales program activities
• Investigates, reconciles and remedies order inaccuracies. Identifies opportunities for improvements and efficiencies
• May directly handle more complex inquiries or inquiries from critical customers or accounts
• Comprehensive knowledge of the field's policies, procedures, and practices. Performs complex tasks
• Possesses ability to lead and direct the work of other employees
• Requires a bachelor's degree and at least 6 years of experience, or equivalent experience & education. Reports to: Typically reports to a department head
• Competencies include: Ability to work as part of a team; Problem solving skills, people management skills, strong oral and written communication skills. Must possess and demonstrate ability to influence others, and strong customer service skills
• Oversee the timely and accurate processing of orders to including; receipt of orders from email, fax or web, verifying contracts, order entry, revisions, PS Hold, Credit Holds, Co-ship, product availability, order confirmation and transportation. Ensure that professional and courteous communication is provided to customer or broker on all related issues
• Provide JDE Super User support to Customer Service as well as interactive departments, such as shipping, order prep and inventory control. Work with IT to resolve system issues and ensure customer needs are met through the order processing system. Maintain JDE Profile maintenance to include, but, not limited to; New Customer set up, new item set up, labeling requirements, shipping requirements, documentation, address changes and pallet requirements
• Manage transportation requirements such as Freight quotes and comparisons, carrier selections, monitoring and approving Freight Bills, arranging transportation as needed, consolidating shipments and verifying transit times. Also responsible for filing freight claims
• Proactively manage Invoicing by ensuring BOL verification and discrepancy investigations, customer notification regarding CPU no shows, investigating missed shipments, verifying freight rates, resolving order status and related issues, and ship confirmation in JDE. Assure that invoices are properly matched, mailed and filed
• Ensure that Customer Service Personnel complete order cycle by following up on shipment tracking, customer inquiries, concerns, complaints and document requests
• Oversee Customer Service personnel regarding Consignment and Forward warehouse to include; managing Stock Transfers, working with warehouses and Sales to maintain adequate stock levels, assisting inventory personnel in resolving inventory discrepancies. Assist CSR’s in verifying and resolving discrepancies upon receipt of BOL’s/Usage reports and process invoicing verifying pricing, quantities, and contracts
• Communications: Provide pro-active involvement in solving customer issues via phones, emails and faxes. Work as customer advocate with various departments such as, Sales, Traffic, Production, Product Mangers, Materials Management, QC, Tech Services and Inventory
• Create a positive environment to promote constructive communication
• Analyze department performance and make recommendations for continuous improvement. Establish and maintain department policies and procedures that promote service to the customer and support company objectives
• Coordinate and be the focal point for all customer complaints and their resolution
• Responsible for recruiting, training and developing capable staff
• Quality Control
• Ensure that all warranty service positions are staffed with individuals that are competent in technical abilities, cost control practices, administrative skills and customer service skills
• Create and adhere to warranty budgets
• Continuously evaluate subcontractors and building products for quality standards
• Provide continuous communication with the Division President on major issues and potential problems and suggest resolutions
• Reinforce and adhere to Taylor Morrison's safety policy
• Ensure that all departments are trained and are knowledgeable on the warranty program
• Cultivate and encourage habitual relationships between customer service, construction and sales
• Train CSR on how to effectively use Trade Partner Scopes of Work
• Maintains and provides training on Quality Control Inspections, New Home Demonstrations and Service Reviews process
• Provide direction and guidance for the department and its employees
• Provide continuous feedback to the department
• Responsible for setting strategic direction in Customer Service in coordination with Vice President of Customer Satisfaction
• Actively drives employee engagement through daily management and teamwork
• Engages with SAM accounts representing Pall, working on common goals to ensure a high level of customer satisfaction
• Responsible for delivering on Key Performance Indicators including timeliness, quality and cost effectiveness
• Responsible for hiring, coaching and performance management of customer service leaders and representatives
• Leads daily Gemba meeting investigating root cause of issues and developing corrective actions to drive performance
• Acts as a liason with Sales and backoffice functions to serve the customer effectively and efficiently
• Working knowledge of SAP or simliar ERP system
• Experience working for a large Manufacturing company with knowledge of Lean practices
• Strong customer focus and engagement
• Results drven
• Excellent skills engaging the team and fostering team collaboration
• Excellent written and communication skills
• H.S. Diploma with equivalent experience
• 2+ years of management experience
• 5+ years of customer service experience
• Bachelor's degree strongly preferred
• Collaborates with the call center team to develop a business plan that includes the review of operations; identify gaps in existing policies and procedures; and to set and deploy standards and expectations for processes, procedures, customer satisfaction programs and performance levels. Measures and improves upon operational efficiency and enhances quality of service via active management of productivity and performance metrics. This may be accomplished through the identification and analysis of problems from root cause analysis through strategy development and execution
• Holds regular meetings with the vendors’ point of contact and leadership team to maintain a high and visible presence with the team, open lines of communication, and relay short and long-term goals. Communicates quality standards, operational processes, policies, procedures and review mechanisms
• May act as another tier of support, responding to increasingly escalated customer services calls in a timely and effective manner. Sets a good example for training and mentoring activities as appropriate by resolving escalated issues and placing an issue on customer satisfaction
• Works cooperatively with other WageWorks departments to coordinate resources where appropriate and take necessary steps to manage, meet or exceed client expectations in support of a mutually satisfactory business partnership. Manages the flow of information between locations to assure flawless execution of new projects
• Maintains an awareness of products to effectively manage call center activities as well as call center best practices. This may involve attending advanced training sessions or meetings in which information is imparted and discussed. This may also require participation with and maintenance of memberships with professional work groups; attending trainings, seminars, and other business-related conferences; and interfacing with peers
• People management skills, including experience of managing large teams (150+) through layers
• Extensive in-house contact centre management experience
• Flexibility, able to work various shifts if required, willingness to potentially move to another office is an advantage
• Leadership flair with the skill to motivate others to perform and exceed expectations
• Professional, proactive, positive and with a “can-do” attitude
• Analytic skills and ability to understand and draw conclusions from data
• University educational level or equivalent further education
• Working knowledge of French labour law
• Customer Service Management
• People development and management, such as Performance management, personal development plans and compensation &benefits in co-operation with Sales manager and local HRBP
• Act as key contact window within sales region APAC to ensure systems and procedures are aligned to Hyperion standards
• Customer Service function
• Act as first point of customer contact for general inquiries such as order intake, pricing, products, scheduling etc
• Coordinate collection of offer information and deliver customer quotations to external salesperson
• Immediately enter all customer orders into ERP and confirm orders to customers with terms, pricing and accurate delivery schedules
• Maintain accurate shipping/logistics details on all orders and continually update customers as needed
• Responsible for participating in the design of operational policies and process and leading the implementation in an effort to increase departmental efficiencies
• Works to retain customers and ensures customer satisfaction
• Serve as primary escalation point for customer issues in a “high touch” setting
• Coordinates communication between Sales, Marketing, Warehouse, Procurement, Quality and Customer Service to assure customer needs are understood and met
• Use the Doe & Ingalls Management quality system to identify nonconformance root causes and develop actions to prevent recurrences on all assigned corrective actions
• Directs staffing, training, and performance evaluations to develop and improve the customer service function and associates
• 5 years of B2B Customer Service experience in related industry with working knowledge of supply chain
• Demonstrated success managing a customer service team consisting of five or more representatives
• Manage customer expectations and possess excellent organizational skills
• Bachelor's degree in business or appropriate specialty
• Proficient computer skills and technical knowledge in using ERP systems, Microsoft Office, email, web searches and database entry
• Must have excellent verbal/written communication skills
• CPSM Certification and/or experience in pharmaceutical industry
• Collaborate with other managers to meet financial and service level goals including supporting development, and monitoring of volume forecasts
• Provide leadership to call center supervisors and other professional staff
• Interact positively with CSRs from all channels (phone, email, web chat, correspondence) and program staff
• Plan, control, and report on production activities to include establishing priorities for resources; resolve production conflicts
• Ensure all production turnaround standards and service goals are met
• Lead project efforts to identify, analyze, and implement efficiencies that contribute to increased productivity
• Review, approve, and sign timecards as necessary. Ensure all supervisors are following and completing all ETS timekeeping responsibilities
• Assist with enhanced escalation calls as needed
• Identify customer requirements, develop plans for process change delivery, identify and recruit appropriate resources, assign individual responsibilities, and develop schedules to ensure timely completion and final delivery of a solution to meet customer requirements
• Enforce program standards, such as quality control and security, and perform risk management and vulnerability studies
• Promote an Open Door environment and driving a healthy, open culture that minimizes staff and employee complaints
• Five years of experience managing direct reports in contact center, customer service enivronment
• Experience in financial programs preferred
• PC skills required-MS office knowledge highly desirable
• Excellent communications skills (both verbal and written) is required, including presentation skills
• Customer service orientation required
• Bachelor Degree in relevant discipline
• 10 years work experience (including at least 3 years management experience)
• Includes minimum of 3 years work experience in Quality Assurance / Quality Control Systems
• Initiative to seek new solutions and new ways of doing things with a focus on continuous improvement and business performance
• Logical system approach to problem solving
• Financial management knowledge
• People Management Skills / Experience
• Ability to drive and lead change
• Analytical, decisive, adaptable, ethical, problem solver, persuasive, commercially-sensitive
• Customer and commercial focus
• Team player with ability to operate without close supervision
• Organize and run a fully functioning contact centre
• Managing the daily operation of the contact centre to meet SLA’s on a local as well as a global scale
• Manage, coach and develop a team of Team Leaders to ensure quality and productivity targets are met, as well as being overall responsible for the development of the contact centre agents
• Know how to handle periods of change and lead a team through such periods, displaying motivating and encouraging behaviours
• Conduct regular 1-2-1 meetings with team to maintain focus and motivation on Customer Service standards and targets
• Liaise with other departments and offices to resolve problems when required
• Run projects in an effective way
• Significant contact centre management experience
• Proven people management skills, including experience of managing large teams (150+) and managing middle management
• Results focus with the strategic awareness to forecast both in the short and long term
• Professional, proactive, positive and “can-do” attitude
• Experience of setting up and developing contact centres is an advantage
• Working knowledge of UK labour law
• Manage the day-to-day application of organizational policies and procedures, adherence to contractual agreements and quality standards, workflow/activities, call statistics, and attendance
• Responsibility for partnering with Organizational Performance and Education to set priorities for training curriculum development and administration
• Identify department training/education needed to meet business objectives
• Conduct performance evaluations and coach their staff toward performance improvement
• Conduct the hiring process and monitor expenses appropriately
• Manage direct customer assignments, contact, and reporting responsibilities
• 2 years related applicable experience
• 5 to 8 years customer service, call center, healthcare industry, or related experience
• Supervisory or management experience
• Daily management of 8 NAFTA customer service reps, 1 International customer service rep and 1 supply chain coordinator\SAP master data manager; including midyear and yearend performance evaluations
• Adherence to standard operating procedures by all employees in compliance with internal audit and controls and ISO requirements
• Train employees on processes, systems, products and people to ensure excellent customer service
• Collaborate with international regional affiliate customer service managers to develop standard processes, share best practices and implement global projects
• Develop and maintain excellent working relationships between customer service, commercial teams, business and product management and all supply chain personnel
• Attend monthly credit management meetings to reviewesolve customer credit issues
• Ensure that all month end closing responsibilities are completed
• Prepare month end reports that include customer service and On Time In full statistics
• Bachelor Degree required- Supply Chain or Business Management preferred
• 10 plus years of experience working in customer service or supply chain
• 5 plus years supervisory experience
• International customer service experience preferred
• Experience in Plastics\Polymers or manufacturing industry preferred
• Strong SAP and Excel skills required; Salesforce.com experience a plus
• Good leadership, team building and coordination skills
• Ability to motivate employees
• Must be detail oriented and have strong organizational skills
• Good people skills to be able to maintain a professional atmosphere in the workplace and navigate a diverse population of internal and external customers
• Demonstrated ability to establish high level of trust and consistently exceed customer expectations
• Ability to identify issues and make recommendations to solve problems
• Ability to impact and influence change
• Strong customer care aptitude needed
• Ability to work with cross functional teams needed
• Ability to analyze critical situations and make decisions quickly and independently
• Familiarity with accounting and credit principles
• In depth understanding of Knoll’s processes, capabilities, products and systems
• Knowledge of bill of material and drawing typicals
• Ability to multi-task, operate effectively under pressure and manage high work loads
• Work collaboratively with other departments and manufacturing sites to problem solve
• Heightened sense of awareness and urgency required based on customer, lead time and product specified
• Strong problem solving skills and the ability to bring issues to resolution quickly
• Team with Custom Product Development to promote open communication and expedite specials
• Interface with sales, dealers, customer service and cross functional departments
• Embrace a high pressure, constantly changing, high demand work environment
• Accessible outside of standard work hours
• Accountable to ensure product is complete and delivers on time for successful presentations
• Prior leadership experience is required along with capability to build, manage and lead a team
• BA/BS preferred or equivalent work experience
• A minimum of 3 years’ experience managing a customer service team. The preferred candidate will have worked for a product based company versus a call center
• Must have excellent verbal and written skills as well as excellent active listening skills
• Ability to establish and maintain strong relationships; a people person
• Good problem solving skills; business maturity
• Inspire winning and purpose in your team of 9 direct and indirect reports working in an agile environment. Evaluate organizational structure and development opportunities. Ensure adherence to all company and customer policies
• Lead and manage the Order to Cash process for the assigned customer for Unilever Canada. Support Customer Development in delivering monthly/quarterly/annual growth targets for the account
• Foster the relationship with the customer. Build trust in order to develop a strong understanding of the assigned customers’ needs, behaviors and expectations to provide relevant quantitative and qualitative insights to the business
• Develop and deliver core Service KPIs (Dispatch Rate, Fill Rate, On Time, Service to Store, DOH, In Stock, OSA and other customer relevant metrics). Where appropriate develop and track needed continuous improvement actions to maximize delivery of the metrics
• Develop and lead a strong collaborative agenda focused on our Customers’ replenishment processes (CPFR) in order to influence internally and externally to obtain an efficient process end to end
• Support all Supply Chain initiatives related to maximizing service and minimizing cost. Provide critical customer insights to drive speed to market, omni channel support and a digital future
• Initiate opportunities for logistics efficiencies for both parties (load utilization, order frequency, order profile, and any special customer requirements). Lead customer logistics negotiations where necessary and validate agreed programs
• Participate in the development and delivery of supply chain programs linked to Joint Business Plans
• Develop and implement customer service indicators according standards
• Identify problem areas and adapt procedures to improve the overall performance of the team
• Lead Demand Planning process and S&OP meetings; lead Demand Planning improvement projects
• Manage order to billing and after sales process, incl. complaint handling
• Develop and monitor the application/maintenance of all operating systems (SAP etc.) including policies and procedures, operating structure, and information flow making sure data is entered correctly
• Managing CS processes to assure the lowest distribution cost. Interact with distribution organization towards logistics service improvements
• Lead, direct, evaluate and develop people and organization so that activities are completed accurately and on time
• Total management of customer orders and repair requests received through all communication channels; with particular focus on incoming calls and emails. Manage call distribution within Coordinator team. This involves assisting the coordinators team with issues regarding receiving, scheduling, shipping, after sales service, customer purchase orders and repairs. Requires close contact with sales team and coordination with logistics team. Manage the evaluation of incoming repairs within Coordinator team
• Management of Watchmakers ensuring Repairs quality and productivity targets are met for the 18,000+ watches going through the workshop pa
• Manages complex customer situations promptly and professionally meeting commitments for service and assistance. Resolution of any escalated issues or complaints
• Embraces ongoing process development and beneficial change to identify best solutions. Identifies opportunities to improve practices
• Prepares daily, weekly and/or monthly reports as needed/required. Report and monitor all goodwill activity in accordance with company policy
• Ensures each Coordinator understands the duties, policies and procedures of their job and provides feedback to training and assists in the development of training materials and procedures. Identify and resolve any personnel issues. Effectively coach to improve service skills and adherence to policies and procedures with particular regard to telephone interactions
• Provides proper guidance and ongoing coaching to Coordinators, as defined and as needed, by utilizing support resources (sales, scheduling, quality, training, etc.). Delivers excellence through managing team productivity
• Accountable for overall team performance by providing individual support and coaching to employees. Ensures that the team is achieving established targets
• Keep manager aware of significant issues or concerns identified during routine activities. Other duties and responsibilities as assigned
• Analytical skills and audit background preferred
• Ability to manage multiple priorities and multitask
• Must have excellent leadership and people skills
• Bachelor's degree in Management, Business Administration, or Finance. MBA preferred
• Minimum 5-15 years production and process improvement experience
• Management experience including production standards, forecasting, financial analysis, scheduling, reporting, project management and operations management
• Experience managing, coaching, and developing staff
• Experience in production and/or product development environment
• Experience in expense and financial analysis
• Call Center management experience preferred
• Partner effectively with Senior Leadership and all NELLC functional teams to provide increasingly positive customer relationships
• Conduct ongoing customer needs analysis, and research of customer requirements
• Define and communicate customer service standards
• Oversee the achievement and maintenance of agreed customer service levels and standards
• Plan, prioritize and delegate work tasks to ensure proper functioning of the department
• Ensure the necessary resources and tools are available for quality customer service delivery
• Review customer complaints
• Regularly contact customers to ensure customer satisfaction and timely resolution of any issues
• Track customer complaint resolution
• Assist in customer problem escalation, providing critical overview perspective
• Monitor accuracy of reporting and data base information
• Analyze relevant data to determine customer service outputs, trends etc
• Liaise with company management to support and implement growth strategies
• Coordinate and manage customer service projects and initiatives
• Ensure budget requirements are met
• Evaluate and performance manage staff
• Identify and address staff training and coaching needs
• Organizational skills for planning, decision-making and executing with excellence
• Skilled in developing standards and process improvement
• Excellent verbal/written competencies and overall communication effectiveness
• Strong interpersonal skills with the ability to lead and work within a team structure
• Ability to learn and build upon industry specific information for future professional growth
• Excellent computer skills, with an in-depth knowledge of Microsoft, Word, Excel, and PowerPoint, and CRM systems proficiency a plus
• Transportation Industry experience a plus
• Relevant BS/BA degree preferred
• 2 years leadership experience
• Process Improvement mindset
• Troubleshooting expertise
• 2 plus years managing people up and out
• Someone who creates a fun yet productive culture
• Provide direction and leadership in the day-to-day operations in Customer Service to ensure the highest level of service is delivered to our customer
• Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; managing system and process improvements and quality assurance programs
• Analyze inquiry trends on repeat and/or negative customer call drivers, and make recommendations to improve the quality of service and process; reports and analyzes inquiry and performance statistics, and makes necessary adjustments for continued improvement
• Manage staffing levels and schedules to balance the current and projected workflow to successfully optimize and meet customer demand
• Responds to and resolves difficult customer issues and complaints when situations have been escalated
• Coaching, developing and motivating employees to achieve a high level of performance. Fosters a positive and open working environment
• Provides monthly performance feedback to CSR’s in order to address performance gaps and manage performance improvement
• Recruiting and hiring new personnel; manage employee performance
• Champions change strategies and helps others embrace and react positively to change
• Maintains positive intercompany relationships with Sales, AR, Distribution, Manufacturing, Marketing, Demand Planning, and others throughout the organization
• Support all required month-end and quarter-end financial activities
• Participate in Departmental or Corporate projects
• Adhere to and ensure the compliance of Teleflex’s Code of Conduct as well as other company policies and procedures
• College Degree preferred. A combination of some college and/or leadership experience in a contact center environment would also be considered
• A minimum of two years of experience in a management/leadership role, preferably in a contact center environment
• Experience in managing employees in a fast-paced and ever-changing environment
• Prior experience in the medical device field or manufacturing industry desired
• SAP system knowledge desired
• Knowledge of SAP CRM, SAP Contact Center and Verint WFO desired. A working knowledge of any contact center technologies is acceptable
• A comprehensive understanding of Customer Service/Contact Center operations, processes and procedures required
• Proficient in Microsoft Office business products, especially MS Excel
• Solid customer relationship skills
• Demonstrated leadership and management skills; ability to create high-performance teams
• Able to work successfully with a diverse group of people and be a team player
• Strong communication skills with the ability to relate to employees at all levels of the organization
• The ability to effectively perform in a high-paced environment with multiple competing priorities
• Demonstrated ability to coach and develop employees
• Excellent conflict resolution and interpersonal skills
• Ability to be flexible
• Meeting targets and deadlines
• Ability to organise own time effectively
• Responsible for the staffing of the department with competent, trained and motivated employees. Assigns work and monitors department staffing and schedules to ensure optimum efficiency and rapid turnaround. Performs work related to department assignments
• Interfaces with customers to resolve problems that fall outside of company procedures. Involved with the negotiation of terms, pricing and agreements with customers. Supports customer requests to implement eBusiness initiatives. Works to develop internal processes that dovetail communication skills. Must possess strong interpersonal, presentation, organizational, and planning skills
• Develops rigourous procedures to ensure compliance to AS9100. Interprets, implements and communicates customer service policies and procedures. Understands the impact of Customer Service procedures on the factory and the interfaces CS must maintain with other departments. Coordinates customer service functions to ensure smooth association wit other departments. Has a substantial knowledge of LEAN process implementation in a manufacturing facility and how to implement office LEAN. Recommends and coordinates the implementation of procedures to support strategic objectives
• Participates in Sales, Inventory, Operations Planning (SIOP) as the primary point of contact for Sales and Customer Service. Drives Bookings for the business unit, maintains forecast for bookings and sales
• Maintains and delivers statistical data on department performance. Supports compliance to Department of Commerce Export Administration Regulations (EAR) and Department of State International Traffic in Arms Regulations (ITAR)
• Completes performance appraisals and pay increases requests for departmental Employees
• Thorough understanding of MRP System(s) & Aerospace Industry Procurement Practices, including SIOP
• Strong interpersonal, influencing, coaching and negotiation skills
• Proactive, positive and customer focused attitude
• Knowledge of “Office LEAN” practices
• Requires knowledge of contract terms and conditions including both Commercial aerospace and FAR/DFARS
• Capable of performing analysis, providing information and making recommendations based on data
• To succeed at this job, you must have: experience with Microsoft Office including advanced Excel, strong knowledge of order management, ERP, customer service and project management
• It would be preferred if you have experience in the wireless or banking industries
• You must be fluent in English with excellent written and verbal communication skills
• We would like someone to join our team who is able to multitask, prioritize and provide updates in a timely manner, a strong verbal and written communicator, self-motivated, a team-player, and able to work well under pressure
• You need to have a Degree in Business, Logistics, Customer Service or a related field
• We are looking for someone with at least 4 years of progressive experience in customer service, account management or sales support
• Distribution management, Responsible for end to end logistic
• Order management, Order to cash conversion
• Inventory management, analyze & maintain the stock as per the forecast
• Warehouse management
• Responsible for legal compliances related to transfer of goods
• To liaison with sales & operation team to create the action plan for distribution management
• To work to improve demand gap
• Managing the vendors
• Experience on safety practices, corporate affairs is preferred
• At least 5 -7 years experiences in Customer service engineer in Agriculture/ Manufacturing industry
• Graduate in MBA in OperationsHigh school diploma or equivalent
• Warehouse management, inventory management is essential
• Drive daily activity and performance within the team, leading from the front
• Effectively manage individuals in the customer service team to achieve KPI’s and revenue targets
• Constantly monitor and update customer service processes to ensure that targets are met
• Effectively handle inbound enquiries through channels such as email, phone and “in person” visitors
• Build strong relationships remotely
• Provide course information and prices, follow up to secure business
• Proactively maximise opportunities
• Must be hands on, customer focused, highly self-driven and results oriented
• Experienced and collaborative manager
• Solid experience of working in a customer service, internal sales and/or sales administration role
• Process oriented with the ability to logically organise and document effective workflows
• Experience within a training organisation and knowledge of the wind energy sector will be preferred
• Develop and maintain the customer scorecard established with customers that utilize key metrics to drive value for both Imerys and our customers. Develop content and lead presentations in quarterly customer reviews
• Develop, implement and manage the adoption of controls that allows the organization to quickly identify trends and potential issues and address them in a timely manner
• Participate in the monthly S&OP process, identifying key areas and information that will drive overall improvement of the process
• Identify customer logistics opportunities that will maximize bottom line growth, working with the Supply Chain Analyst for implementation
• Analyze and troubleshoot complex problems and propose solutions or recommendations
• Ability to challenge the status quo and achieve results
• Ensuring that the team performs to agreed and measurable targets
• Ensuring the team is “first point of contact” for all customer enquiries
• Make certain there is a consistent customer service so customers can expect the same level of service each time they interact with the team
• Development of Customer Service members' commercial awareness
• Implement pro-active customer contact to build customer relationships, to help drive for new business
• Review performance with the team, formally and informally
• Continuous Review of category performance versus the annual plan and forecast
• Driving performance within the considered and planned segments across the customer service teams
• Implementing team accountability for their responsible accounts’ sales targets and team target
• Fully PC literate
• Experience of bag manufacturing processes
• A detail conscious approach, combined with a process and systems driven outlook
• Ability to hit the ground running in a fast paced, time sensitive environment
• Strong administration skills will be key
• Lead a Global Customer Service team to execute an end to end order management process and achieve operational and revenue requirements
• Create alignment between the Supply Chain and Field Operations teams for optimization and performance improvement of order execution
• Proactively engage with Operations to understand forecast and ensure that Supply Chain is ready for expected demand
• Prioritize order execution to maximize benefit to the Company
• Develop an order management process to optimize the Supply Chain plan for specific project needs
• Execute order management strategy to provide superior order fulfillment service to field operations globally
• Expand relationships with the logistics team and local operations. Monitor operations to ensure timely and effective planning, scheduling and execution
• Ensure all regulatory and compliance measures are met
• Responsible for hiring, setting and monitoring of annual performance plans, coaching, and career development; ensures that the proper tools are in place to support the team and the processes
• Oversight and monitor team performance indicators related to “clean orders” including order acknowledgment, process time, accuracy of order and final delivery
• Support the development of our Eastern Hemisphere supply chain as needed via special projects and contribute to the development of region specific strategies
• Significant experience in Supply Chain Order Management team
• Management Experience with direct and indirect employees
• Understanding of customer service principals, and use of modern IT tools and theories to link these principals to results in a fast paced environment
• Knowledge of project management experience in optimizing back-end processes, work flows, procedures and/or network optimization a plus
• Significant customer service experience including supervision of personnel
• Bachelor’s degree in Business Studies or equivalent
• Proven interpersonal, verbal and written communication skills, Excellent telephone manner
• Expresses written ideas, thoughts, or facts in a clear, convincing, and organized way
• Computer literate with proven administration skills
• To be an effective and flexible member of the Customer Services team
• Embraces teamwork; shares ideas / methods to improve performance
• Ability to analyze data and trends, make educated conclusions and provide recommendations in a clear and concise manner
• Ability to apply learned forecast analytics
• Is adept at implementing and/or designing statistical metrics
• Demonstrates experience in extracting and segmenting data to facilitate data analysis
• Knows how or where to obtain information; is resourceful
• Ability to continuously prioritize workload and work under pressure
• Prioritizes work activities; plans and stays organized in order to meet commitment and productivity standards
• Multi-tasks by switching smoothly from one project or task to another
• Develops well thought out action plans
• Is a highly detail oriented individual
• Takes ownership and responsibility for work progress
• Takes initiative and seeks increased responsibilities
• General understanding of manufacturing, and supply chain operations
• A minimum of 3 to 5 years of experience in a client facing role preferred. This experience would ideally have been gained within the distribution sector of the Entertainment industry
• IT experience - proficient in Microsoft software packages
• Understanding of distribution processes
• An interest in distribution of Entertainment media
• Responsible of order entry process of all business units
• Responsible of invoicing process of all business units, including credit notes
• Leading the invoice issue solving process with customers, being the main contact and meeting them directly if necessary
• Accomplish and ensure compliance with all internal standards and procedures aimed at assuring the quality of service provided to customers
• Ensure that the necessary systems and tools are in place to be able to provide the optimum invoicing process & Customer Service satisfaction
• Ensure the analysis of all Supply Chain area expenses, including warehouse and transportation
• Take part in defining the training received by the personnel in the area and take an active part in providing that training
• Occupy the top level in the scale of resolution of problems by the members of the team and have comprehensive knowledge of the department’s activities and be aware of both the internal and external implications of his or her actions
• Report and provide all management information on quality and performance indicators in the area, to facilitate decisions by management
• Ensure that NFCM controls of the area are in place and delivered on time
• Manage a group of Customer Service Representatives, organizing their activities, establishing priorities and monitoring achievement of the quality standards
• Responsible to ensure the follow up and resolution on time of any type of Customer claim or request
• Responsible to ensure a correct returns process
• 3-5 years of experience in Customer Service Areas
• Managing internal service center operations to meet/exceed P&L objectives
• Championing the development of leadership competencies that drive individual and team goals
• Meeting customer and shipment metrics, including time to fill, expediting orders, and quoting
• Developing, implementing, and monitoring programs and activities related to product promotion and inside sales, office and warehouse functions, and customer service – as well measuring the results
• Hiring, training, and developing service center personnel
• Assisting account managers in the identification, acquisition, and retention of customers
• Managing inventory, receivables, expenses, and profit/loss accounting
• Reviewing and completing monthly reports as well as overseeing petty cash balancing
• Ensuring that customer relations are maintained at a high level
• Utilizing key metrics to evaluate and recommend best practices for operations
• Managing vendor relationships
• Creating a positive, dynamic, and fun work environment
• 2+ years of proven sales or customer service leadership experience in an industrial atmosphere or parts counter
• Solid understanding of financial and accounting concepts
• Industrial sales / distribution experience, preferred
• Service center experience, preferred
• ERP / SAP experience, a plus
• BS degree preferred or 3+ years minimum Customer Service/Sales management environment​
• Ability to communicate clearly; including written and verbal communications
• Utilizes good judgment
• Maintain a clean and orderly work area
• Report to work fit for duty and not affected by alcohol, drugs, medications or other harmful influences
• Bachelor’s degree in Business or technical field
• Preferred Master’s Degree – MBA
• Direct and/or functional management experience managing others
• Demonstrated experience successfully leading Customer Service teams and processes
• Result-oriented with strong written and oral communication skills
• Demonstrated ability and analytical skills to evaluate and improve business processes
• Strong leadership ability; Self-motivated
• Ability to manage competing priorities in a matrix organization
• Ability to build effective teams through coaching and collaboration
• Effectively develop and manage close business and personal relationships with the assigned customers
• Identify customer requirements in order to develop appropriate solutions
• Execute "Resolve Customer Issues" process for resolution of all Customer Support related issues and overview for resolution for all other customer issues. Responsible for customer communication.-
• Provide the customer with an authoritative point of contact on all issues related to the operation of products and the supply of services
• Ensure Rolls-Royce provides consistent and coordinated support to the customer
• Drive achievement of customer satisfaction to targets
• Provide administrative management to the in region Field Services Team
• Manage and direct field resources in support of customer and business requirements
• Provide direction and leadership in support of customer readiness for the receipt of products
• Provide direction and leadership in support of new product introduction
• Effectively manage operational customer relationships
• Identify opportunities to sell services
• Provide customer input to the business forecasting process
• Responsible for Key Account management
• Degree qualified or equivalent experience
• Proven leadership in a multifunctional and multicultural customer facing environment with people management or supervisory experience
• A good understanding of airline operations and Rolls-Royce aero engines & services is essential, Good understanding of RR products will be advantageous
• Project management skills, building and maintaining relationships, commercial awareness, key account management and the ability to work and stand alone
• Management of deliverables to customer with budget responsibility
• Demonstrable Customer focus with experience in a customer facing role
• Work with the management team to instil customer advocacy within the company
• Develop the Customer Service function to provide outstanding customer service/support to our global customer base
• Develop and install systems and processes within the group and ensure these systems and processes are documented, understood and implemented on an ongoing basis
• Communicate with customers and other company functions (i.e. Sales, Quality, Engineering, Production) to fully understand customer requirements
• Serve as the voice of the customer during meetings and interactions with other departments
• Have ownership for the Demand cycle of S&OP process and ultimately the Galway Budget annually
• Manage the Weekly / Monthly and Quarterly LBE process
• Provide the organisation with the latest market intelligence on changes in demand in a timely manner to enable the business to make the necessary operational decisions
• Support the Month end reporting process through provision of financial and root cause information
• Customer Service will cover but not be limited to the following areas:-
• Leading and managing a COE team of 50+ CSS Administrators
• Supporting the staffing process of the team
• Setting and achieving Customer Service department goals and results and ensuring adherence to organizational procedures, policies, and systems
• Assigning and directing the workflow to ensure excellent service is delivered through appropriate staff planning and scheduling
• Establishing and maintaining quantity and quality standards by developing and ensuring compliance with all customer service and process standards through reviews, observation audits and reports. Providing direct and timely feedback to all staff on the results
• Set up and establish communication channels and hand off points between COE and local office support to ensure smooth two way interfaces
• Analysis of statistics & other data to determine the level of customer service provided and providing reporting of key performance indicators
• Perform any other reasonable tasks aimed at improving quality and service delivery within the Company
• Responsible for all aspects of the day to day, tactical & strategic operations of the site
• Directing all aspects of administration and productivity
• Ensuring all employees have a safe work environment
• Involvement in & support of SAP CP/S deployment and enhancements
• 4 to 7 years directly related experience, 3 years of which must have been in responsible leadership position
• Experience in a multi discipline team
• Experience in reviewing and redesigning of processes
• Ability to create a work environment which encourages & recognizes individuals, developing high performing teams through leadership & example
• Ability to focus on delivery of an excellent customer support and service whilst working under diverse pressures
• Ability to interact with a wide variety of customers (internal and external) at various levels and in various countries
• Is able to prioritize actions, mobilize and orchestrate resources to get things done timely and effectively
• Demonstrates an ability to understand customer requirements and priorities to make the right business decisions
• Optimize people performance and streamline processes
• Budget setting & control
• Leadership and team building skills
• Oral & written Communication at all levels
• Sound judgment, problem solving & appropriate decisiveness
• Sound Honeywell businesses knowledge
• Has an understanding of the marketplace and general business environment
• Knowledge of HR related practices, such as performance evaluation, recruitment, etc
• Knows the overall key business objectives and goals
• Understands the importance of health and safety in the workplace
• SAP/Siebel knowledge a plus
• Bachelor’s degree (additional years of related experience may offset degree requirement)
• 5 years of customer service or sales experience
• Knowledge of logistics (rail, barge and truck)
• Knowledge of crop nutrient products, usage and supply sources
• Bachelor’s degree in Business or Accounting
• Develop an understanding of and sound working relationships with key representatives of the client and all key suppliers/service providers to the site
• Understand the operational and technical requirements of the site
• Provide reporting data and execute all Jones Lang LaSalle (JLL) and client audits and key performance indicators
• Regularly interact with appropriate Client Manager/contacts to discuss service delivery and forward planning
• Liaise closely with the client on-site representatives to address problems and/or enhance working environment performance and meet at regular intervals
• Clearly document and communicate all client expectations to the balance of the Facility Management team
• Ensure that current contracts are managed and maintained to provide necessary supplies and services per defined scopes of work and costs
• Work collaboratively with facilities team colleagues (Operations, moves, projects, occupancy planning) both within the client account and in the wider JLL network
• Lead initiatives to ensure smooth running of meetings and/or special events at the site
• Ensure site occupancy metrics and layouts are being updated in the system
• Assist with critical out-of-hours issues and participate as a key team member in emergency situations
• Manage parking space requirements and overall roadway and parking lot maintenance
• Assist in conducting asset audits and maintain asset inventories per client requirements
• Promote the Employee Experience culture at the property. Assume Lead Ambassador duties including the oversight of the Floor Ambassador Program, Facility Pop Ups and Road Shows, and coordinating the Customer Focus Groups
• Five years of background experience in facilities management
• Excellent interpersonal skills to work with a diverse range of service providers and client representatives
• Strong written, oral and presentation communication skills
• Leadership and negotiation skills
• Effective team work and conflict management and client service
• Solutions. Ability to learn from successes and mistakes
• Ability to prioritize and manage tight timeframes
• Highly motivated and willing to go the extra step
• Excellent PC skills, proficient in Microsoft Word, PowerPoint, EXCEL, and Outlook
• Follow all policies and procedures related to cash, credit, check, refund and return policies. Works with the management team to react to customer service issues, customer complaints, and/or business opportunities
• Conduct and participate in routine express automotive services, including tire mounting, balancing, rotations, and repair; oil changes, fluid top-offs, lubrications, filter and bulb replacement; battery installation, starting and charging system testing; cosmetic car services, and thorough vehicle inspection
• Primary driving force behind the implementation and constant execution of safety procedures, ensuring wheel torque and oil/fluid services are performed per standard operating procedure directives
• Must have basic knowledge and understanding of mathematical concepts such as addition, subtraction, multiplication, division, percentages, and fractions. Ability to apply mathematical formulas to calculate commissions and discounts
• Limited to quality, quantity, productivity and attendance
• Direct and coordinate activities concerned with the operation of customer service within the company guidelines and policies. Ensure both the client Key Performance Indicators and expectations are met
• Manage efficiency by staffing customer service to meet the fluctuations in customer demands and programs
• Recruits, hires, trains and retains associates
• Coordination of information between internal departments to ensure that all client and company goals are being attained
• Previous experience managing direct reports
• Document Management Industry experience
• At least one year supervisory experience preferred; or equivalent combination of education and experience
• PC and MS Office Software skills
• Bachelor of Arts or Bachelor of Science degree (BA/BS) in; Mechanical, Aerospace, Industrial Engineering or a related equivalent degree, coupled with 6-10+ years’ experience
• SAP (MRO Solutions)
• Microsoft Office Suite: Outlook, Word, PowerPoint, Excel
• ITC focal training to at least the process focal level is required for this role, preferred candidate will be a trained JCL2 or higher

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Customer Success Operations Manager Resume Examples: Proven To Get You Hired In 2024

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Customer Success Operations Manager Resume Template

Download in google doc, word or pdf for free. designed to pass resume screening software in 2022., customer success operations manager resume sample.

A Customer Success Operations (CS Ops) Manager provides tactical support to the CS team by helping it improve its efficiency and KPIs. To better understand what CS Ops is, think of "success operations" as a product that optimizes processes for Customer Success Managers (CSMs). CS Ops managers establish baseline productivity using various metrics (e.g., net MMR churn) and assess the hindrances to learning about new product features. They evaluate the pain points CSMs face in their daily work and conceptualize how processes work. CSMs identify consistent issues affecting the CS team, break them down into manageable components, and tailor solutions with quantifiable results. In startups and small companies, the CSM mostly doubles as the CS Ops manager. But the need to separate this function into a dedicated role is increasingly apparent. Mostly, the CS Ops manager is a promoted CSM, which means the role calls for extensive experience to immediately build visibility into the CS team's business outcomes, identify areas for improvement, and earmark projects that should be prioritized for Customer Success.

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Recruiter Insight: Why this resume works in 2022

Tips to help you write your customer success operations manager resume in 2024,    demonstrate deep knowledgeability in customer service.

Most organizations hire a CS Ops manager when they have 4-5 CSMs. Naturally, they are looking to bring in someone with extensive experience in project management-like positions to streamline CS processes, create a consistent customer experience, and align everyone under the organization's vision.

   Focus on the most recent experience

When you've had a long career (10+ years), focus on the most recent years of work experience. So, in addition to an Area of Expertise and Professional Summary, create a Career Highlights section of 3-5 bullet points headlining your 10+ years career on the first page. These should be highly brag-worthy and relevant to the position you are pursuing.

Client Success Manager Resume Sample

Customer experience manager resume sample, client operations manager resume sample, business operations manager resume sample, customer relationship manager resume sample.

We spoke with hiring managers at leading companies like Salesforce, HubSpot, and Zendesk to understand what they look for in Customer Success Operations Manager resumes. The following tips are based on their insights and will help you create a resume that stands out and gets you hired.

   Highlight your experience with customer success tools

Hiring managers want to see that you have hands-on experience with the tools and technologies used in customer success operations. Some examples:

• Implemented and managed Gainsight for a team of 50 CSMs, resulting in a 25% increase in customer retention
• Developed and maintained Salesforce reports and dashboards to track key customer success metrics like NPS, CSAT, and churn rate
• Integrated Zendesk with Salesforce to streamline customer support and improve response times by 30%

Avoid simply listing the tools without context, like this:

   Demonstrate your impact on revenue and customer retention

As a Customer Success Operations Manager, your ultimate goal is to drive revenue growth and reduce churn. Highlight specific examples of how you've done this in your previous roles:

• Implemented a new onboarding process that reduced time-to-value by 50% and increased customer retention by 15%
• Developed a customer health scoring model that identified at-risk accounts and resulted in a 10% reduction in churn
• Collaborated with Sales and Product teams to launch a new pricing model that increased average revenue per customer by 20%

Avoid vague statements that don't demonstrate your impact:

• Responsible for reducing churn
• Helped improve customer retention

   Showcase your project management and cross-functional collaboration skills

Customer Success Operations Managers often lead complex projects and initiatives that require collaboration across multiple teams. Provide examples of successful projects you've led:

• Led a cross-functional team of 10 to implement a new customer feedback program that increased NPS by 15 points
• Managed the rollout of a new customer community platform to 10,000+ users, completing the project on time and under budget
• Collaborated with the Product team to develop and launch a beta program for a new feature, resulting in a 50% adoption rate among pilot customers

Avoid generic statements that don't highlight your specific contributions:

Worked with cross-functional teams on various projects

   Quantify your experience with data analysis and reporting

Data-driven decision making is a critical skill for Customer Success Operations Managers. Showcase your experience with data analysis and reporting:

• Analyzed customer usage data to identify opportunities for product optimization, resulting in a 20% increase in feature adoption
• Created and maintained a dashboard of key customer success metrics, providing real-time insights to leadership and stakeholders
• Conducted a cohort analysis of customer churn data to identify common reasons for attrition and develop targeted retention strategies

Avoid simply listing "data analysis" as a skill without providing specific examples.

   Tailor your resume to the specific job requirements

Every company has unique needs and challenges when it comes to customer success operations. Tailor your resume to the specific job requirements listed in the posting. For example:

• If the job emphasizes experience with a particular tool like Gainsight or Totango, make sure to highlight your relevant experience with that tool
• If the company is looking for someone to build out their customer success operations function from scratch, emphasize your experience with strategic planning and process development

Avoid submitting a generic resume that doesn't speak to the specific needs of the company and role.

   Include relevant certifications and professional development

Customer success is a rapidly evolving field, and employers value candidates who stay up-to-date with industry best practices and trends. Include any relevant certifications or professional development courses you've completed, such as:

• Certified Customer Success Manager (CCSM)
• Gainsight Certified Administrator
• HubSpot Inbound Certification
• Salesforce Certified Administrator

Avoid listing certifications or courses that aren't directly relevant to the Customer Success Operations Manager role.

Writing Your Customer Success Operations Manager Resume: Section By Section

  summary.

A resume summary for a Customer Success Operations Manager is optional, but it can be a great way to provide additional context about your experience and skills that may not be immediately apparent from the rest of your resume. It's especially useful if you're changing careers or have a diverse background that doesn't directly align with the Customer Success Operations Manager role.

When writing your summary, focus on highlighting your most relevant qualifications and experiences that make you a strong candidate for the position. Avoid using generic buzzwords or repeating information that's already covered in other sections of your resume. Keep it concise and targeted, aiming for no more than a short paragraph.

To learn how to write an effective resume summary for your Customer Success Operations Manager resume, or figure out if you need one, please read Customer Success Operations Manager Resume Summary Examples , or Customer Success Operations Manager Resume Objective Examples .

1. Tailor your summary to the customer success operations manager role

When crafting your resume summary, it's crucial to align it with the specific requirements and responsibilities of a Customer Success Operations Manager. Review the job description carefully and identify the key skills, experiences, and qualities the employer is seeking. Then, showcase how your background and expertise make you an ideal fit for the position.

For example, instead of a generic summary like this:

Experienced professional with a proven track record of success in various industries. Strong communication and leadership skills. Seeking a challenging new opportunity to grow my career.

Tailor your summary to highlight relevant aspects of your experience:

Customer success professional with 5+ years of experience optimizing processes and driving operational efficiency. Proven track record of implementing scalable systems and collaborating cross-functionally to exceed customer retention goals. Seeking to leverage my expertise in data analysis and project management to contribute to the success of [Company Name]'s customer success team.

2. Highlight key skills and accomplishments relevant to customer success operations

Use your summary to showcase the most important skills and accomplishments that demonstrate your ability to excel as a Customer Success Operations Manager. Focus on areas such as:

• Process optimization and automation
• Data analysis and reporting
• Project management and cross-functional collaboration
• Customer retention and success metrics

When discussing your skills and achievements, provide specific examples and quantify your impact whenever possible. For instance:

• Implemented a new customer onboarding process that reduced time-to-value by 30% and increased customer satisfaction scores by 15%.
• Developed and maintained a comprehensive set of dashboards and reports to track key customer success metrics, enabling data-driven decision making.

By emphasizing your most relevant and impactful experiences, you'll help hiring managers quickly understand the value you can bring to their customer success operations team.

  Experience

The work experience section is the most important part of your resume as a customer success operations manager. It's where you highlight your relevant experience and accomplishments to show employers you have the skills and knowledge to excel in the role.

In this section, we'll cover the key steps to write an effective work experience section that will impress hiring managers and help you land your next customer success operations manager job.

1. Use strong, relevant action verbs

When describing your work experience, use strong action verbs that are relevant to customer success operations. This helps highlight your skills and accomplishments in a concise and impactful way.

Examples of good action verbs for a customer success operations manager:

• Analyzed customer data to identify trends and opportunities for improvement
• Collaborated with cross-functional teams to implement process improvements
• Developed and maintained documentation for customer success processes
• Streamlined onboarding workflows to reduce time-to-value for new customers

Avoid weak or generic verbs that don't effectively convey your contributions, such as:

• Helped with customer onboarding
• Worked on process improvements

2. Quantify your impact with metrics

Whenever possible, use metrics to quantify your impact and achievements in each role. This helps employers understand the scope and significance of your contributions.

Examples of metrics to include:

• Reduced customer onboarding time by 30% through process optimizations
• Improved customer retention rate by 15% year-over-year
• Managed a portfolio of 50+ enterprise accounts, totaling $5M in annual recurring revenue
• Implemented a new CRM system, resulting in a 25% increase in team productivity

If you don't have access to specific metrics, you can still provide context for your achievements:

• Led a cross-functional initiative to streamline customer success processes across 5 departments
• Developed and delivered training sessions for 20+ new customer success hires

3. Showcase your career progression

Highlight your career growth and progression within the customer success operations field. This demonstrates your ability to take on increasing responsibility and leadership over time.

Examples of career progression to showcase:

• Promoted from Customer Success Associate to Customer Success Manager within 2 years
• Advanced from Customer Success Operations Specialist to Customer Success Operations Team Lead, managing a team of 5

Customer Success Associate, ABC Company (2018-2020) - Managed a portfolio of 30+ SMB accounts, achieving a 95% customer satisfaction rating - Collaborated with product and engineering teams to resolve technical issues and improve product adoption Customer Success Manager, ABC Company (2020-Present) - Oversee a team of 3 Customer Success Associates, responsible for a portfolio of 100+ enterprise accounts - Developed and implemented a new customer health scoring model, resulting in a 20% increase in proactive retention efforts

4. Tailor your experience to the job description

Align your work experience section with the requirements and responsibilities listed in the job description. This shows employers you have the specific skills and experience they're looking for.

Example of tailoring your experience:

Job description requirement:

• 5+ years of experience in customer success operations, with a focus on SaaS products

Tailored work experience bullet point:

• 7+ years of experience in customer success operations for SaaS companies, including Salesforce, Zendesk, and HubSpot

Job description responsibility:

• Develop and maintain customer success playbooks and documentation
• Created and maintained a library of 20+ customer success playbooks, covering onboarding, adoption, renewal, and expansion strategies

  Education

Your education section is a key part of your customer success operations manager resume. It shows hiring managers that you have the right knowledge and training. Use these tips to make your education section shine.

1. Put your education at the top if you're a recent grad

If you graduated within the last few years, put your education section above your work experience. This highlights your degree first.

Include key details like:

• Name of school
• Degree earned
• Graduation year
• Relevant coursework, projects, or GPA if above 3.5

Here's an example:

Bachelor of Science in Business Administration University of California, Berkeley Graduated: 2020 GPA: 3.8, Coursework: Customer Relationship Management, Business Analytics

2. Keep your education section concise if you're experienced

If you have several years of customer success experience, your education takes a back seat. Keep this section short and sweet.

Bad example:

• Bachelor of Arts in Communication, Boston University, Graduated 2012
• Relevant Coursework: Public Speaking, Business Writing, Social Media Marketing
• Delta Epsilon Honors Society

Good example:

• BA in Communication, Boston University

3. Include certifications to boost your credentials

Certifications show you're committed to expanding your customer success skills. Add relevant certifications to your education section or in a separate 'Certifications' section.

Some top certifications for customer success operations managers include:

Certified Customer Success Manager (CCSM), Customer Success Association, 2022

  Skills

The skills section of your resume is where you highlight the specific abilities and knowledge that make you a strong candidate for a customer success operations manager position. It's an opportunity to showcase your expertise and demonstrate how you can contribute to the company's success. Here are some tips to help you create an effective skills section:

1. Align your skills with the job description

When crafting your skills section, it's crucial to align your skills with the requirements listed in the job description. Many companies use Applicant Tracking Systems (ATS) to filter resumes based on the presence of specific keywords and skills. To increase your chances of passing the ATS and catching the attention of hiring managers, make sure to include relevant skills that match the job posting.

For example, if the job description emphasizes proficiency in customer relationship management (CRM) software like Salesforce, include it in your skills section:

Salesforce CRM Customer success metrics tracking Data analysis and reporting

2. Categorize your skills for clarity

Grouping your skills into categories can make your skills section more organized and easier to read. Consider creating categories such as:

• Customer Success : Churn reduction, customer onboarding, account management
• Operations : Process optimization, project management, cross-functional collaboration
• Technical : CRM software, data analysis, SQL

By categorizing your skills, you help hiring managers quickly identify your areas of expertise and how they align with the role.

3. Focus on hard skills and avoid generic soft skills

While soft skills like communication and teamwork are important, they are often overused and can come across as generic. Instead, focus on highlighting your hard skills and technical expertise that directly relate to the customer success operations manager role.

Skills: Communication Teamwork Leadership Problem-solving

Instead, showcase specific skills that demonstrate your ability to drive customer success and optimize operations:

Skills: Customer retention strategies Salesforce CRM administration SaaS metrics analysis (MRR, Churn, LTV) Gainsight CS platform

4. Tailor your skills to the company's needs

In addition to aligning your skills with the job description, research the company to identify its specific needs and challenges. Look for information about their products, target market, and customer success strategies. Then, tailor your skills section to showcase how you can contribute to their specific goals.

For example, if the company heavily relies on a particular CRM or CS platform, emphasize your proficiency with that specific tool:

Skills: HubSpot CRM (Advanced) Totango CS Platform (Certified) Customer health scoring Renewal and upsell strategies

Skills For Customer Success Operations Manager Resumes

Here are examples of popular skills from Customer Success Operations Manager job descriptions that you can include on your resume.

• Strategic Partnerships
• Software as a Service (SaaS)
• Customer Advocacy
• Customer Experience
• Enterprise Software
• Cloud Computing
• Salesforce.com

Skills Word Cloud For Customer Success Operations Manager Resumes

This word cloud highlights the important keywords that appear on Customer Success Operations Manager job descriptions and resumes. The bigger the word, the more frequently it appears on job postings, and the more likely you should include it in your resume.

How to use these skills?

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Customer Success Operations Manager Resumes

• Template #1: Customer Success Operations Manager
• Template #2: Customer Success Operations Manager
• Template #3: Client Success Manager
• Template #4: Customer Experience Manager
• Template #5: Client Operations Manager
• Template #6: Business Operations Manager
• Template #7: Customer Relationship Manager
• Skills for Customer Success Operations Manager Resumes
• Free Customer Success Operations Manager Resume Review
• Other Administrative Resumes
• Customer Success Operations Manager Interview Guide
• Customer Success Operations Manager Sample Cover Letters
• Alternative Careers to a Manager Of Customer Success
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