Reports To:                General Manager

Job Status:                  Full-time, Exempt

Date:                           August 5, 2009

Job summary:   Supervise all operations of a multi-functioning facility.  These functions consist of Warehouse, Will Call, Face to Face Customer Service and Phone Center Customer Service.  You will handle all leadership and facilities issues for our Houston Operation. Manages 3-5 Fulltime staff and reports to the logistics operations manager.

Job Duties & Responsibilities:

• Manage, lead and motivate the Warehouse, Will Call and customer service team to provide a world class customer service experience. 
• Insure "high quality" personal customer service is provided.
• Drive sales of products and services
• Quickly and accurately shipping of all orders in the Southern Region
• Improve will call wait time and customer service efficiency.
• Coach and cross train all current and new representatives.
• Recommend staffing levels to insure customer service and operational excellence
• Develop and install best practices and standard operating procedures.
• Insure that customer service is provided 9AM to 5PM Monday – Friday.  And 10:00 AM – 1:00 PM on Saturday.
• Manage allocation programs in times of inventory shortage.
• Manages and is responsible for producing high quality results for the Southern region (Employee Management, Warehouse, Will Call, Customer Service)
• Coordinate procedures/policies between the Houston Operation and other locations and departments
• Manage effective communication of return product procedures; RMA
• Manage automated ERP based customer support system

Job Skills and Requirements: 

• Minimum of 2 years in customer service call center operations
• Minimum of 2 years in directly supervising a call center and or Warehouse.
• Consumer electronics experience.
• Multi-Language a plus.
• Strong leadership and coaching skills.
• Strong organization building skills
• Experience in ERP based customer service management systems.
• Strong "hands on" computer skills.

Equal Opportunity Employer