1.         Assumes responsibility for ensuring the effective performance of Customer Service department functions.

a.         Ensures that accurate information and technical assistance is provided to customers in a timely and accurate manner.

b.         Develops and implements customer service policies and procedures that support company-wide strategic goals.

c.         Establishes and monitors processes that ensure customer orders are received and processed accurately in a timely manner to meet operational deadlines.

d.         Oversees all order processing functions, related documentation, and filing systems.

e.         Oversees and directs the resolution of routine customer complaints and problems.

f.          Gathers and summarizes critical customer feedback to Senior Management.

g.         Monitors service level to ensure superior customer service.  Provides recommendations to senior management.

2.         Assumes responsibility for ensuring effective technical service to customers.

a.         Ensures superior technical support.  Reviews the customer compliant files.  Oversees the research and resolution of problems.

b.         Provides feedback to other departments specific to service related issues from customers.

c.         Provides technical sales support for representatives as needed.

3.         Assumes responsibility for providing effective sales and marketing support.

a.         Maintains  knowledge of products, brands, and vendors and trains department staff as needed.

b.         Ensures that sales leads and customer needs are appropriately referred and followed up.

c.          Ensures that customer service staff and customers are appropriately educated about Company products.

d.          Maintains and projects the Company's professional reputation;  monitors contact with customers to resolve potential problems to enhance the company's image.

4.         Provides leadership through effective goal setting, delegation, and communication.  Ensures that personnel are well informed of policies and procedures.  Discusses service areas needing improvement.

a.         Hires, Trains, directs, and coordinates personnel.  Provides assistance and support as needed.  Develops and conducts training to ensure effective customer service.

b.         Conducts performance appraisals.  Provides suggestions for improved performance.  Formulates and implements employee corrective actions as needed.

5.         Assumes responsibility for establishing and maintaining effective communication and coordination with Company personnel and management.

 

a.         Assists and supports related departments as required.

 

b.         Keeps management informed of area activities and of any significant concerns.

 

c.         Attends and participates in meetings as required.

 

d.         Completes reports, attendance records and other documentation as required in a timely manner.

 

6.         Assumes responsibility for related duties as required or assigned.

 

a.         Completes miscellaneous customer service functions and special projects as assigned.

 

b.         Ensures that work area is clean, secure, and well maintained.

 

c.         Stays informed of changes in the customer service field.

 

PERFORMANCE MEASUREMENTS:

 

1.         Customer service functions are completed accurately, timely, and in accordance with established policies and procedures.

 

2.         Professional business relations exist with customers.  Questions, problems, and information needs are resolved courteously, effectively, and promptly.  Customer assistance is provided as required.

 

3.         Technical service questions and complaints are resolved quickly and the Company's professional reputation is maintained. 

 

4.         Required documentation, records, reports, and files are complete, accurate, and up-to-date.

 

5.         Department personnel are effective, efficient, and well supervised.  Personnel are assisted and supported as needed.

 

6.         Effective working relations and coordination exist with Company personnel.  Information is obtained and conveyed as needed.  Technical problems, customer product needs, and sales leads are appropriately referred.

 

7.         Management is informed of area activities and of any significant concerns.

 

QUALIFICATIONS:

 

Education/Certification:

 

Bachelor's degree preferred or equivalent experience.

 

Required Knowledge:

 

Knowledge of Company products.

Familiarity with pricing and sales procedures.

Thorough understanding of customer service practices.

 

Experience Required:

 

At least five years of customer service experience.  Also, two years of supervisory experience with responsibility for a large group of employees.

 

Skills/Abilities:

 

Excellent communication and public relations abilities.

Strong trouble-shooting and problem-solving skills.

Ability to train and supervise others.

Service orientation and sincere willingness to assist others.

Able to use PC, Microsoft Office Applications; Word, Excel, calculator, telephone, and related business equipment.