Job Title: Customer Service Manager
Department: Customer Service
Job Summary:
Responsible for overseeing an energetic team that handles high-volume order fulfillment and closing sales via phone and email with our Healthcare Practitioner customers. This position will require motivation to cultivate a high energy team spirit while coaching, monitoring call quality, response time to customer communications, order processing, attendance, and floor management. This position supports the selling efforts of our sales departments and works to increase sales through exceptional customer experience.
Essential Job Functions:
· Oversee a dedicated Customer Care Team handling orders for healthcare practitioners, key accounts, and other valuable customers.
· Identify the responsibilities of team members, ensure proper workload balancing, maintain organizational charts.
· Develop performance goals and objectives with the (Client Services leader title) to inspire increased sales and work to achieve these goals.
· Create, maintain, and support a highly involved, inspired team environment.
· Ensure 100% same day order entry and invoicing; monitor queues (inbound calls, emails web, inquiries, faxes) to ensure timely and proper handling of all requests.
· Provide daily call monitoring and call coaching to team with clear goals for individual development.
· Conduct assessment of team skills and work with (Client Services leader title) and SSOC to create skills based training for developmental opportunities that result in overall improved customer experiences.
· Maintain contact center attendance and performance management policies, etc.
· Work cohesively with Sales Support, the inside and outside sales teams, Sales Managers and related departments (Finance, Shipping, Planning, etc.) to ensure smooth order process, upselling, cross selling, closing sales initiated by the sales team, order issues, wrong shipments, replacements, etc.
· Partner with Marketing to ensure alignment with ongoing promotions and maintain feedback loop
· Serve as conduit between the contact center and the warehouse/fulfillment centers on all aspects of customer ordering, inventory, logistics, third-party fulfillment, returns and credits.
· Work with Finance to ensure customer orders are released, customer orders are not delayed.
· Recruit, train, coach, and manage full-time employees.
· Gain insights from data by developing actionable reports, metrics, and KPIs; proven ability to pull data and interpret it.
· Lead improvements that support company financial objectives and highest customer satisfaction initiatives to ensure goals are met.
· Participate in all process and procedure evaluation and change; work with SSOC to standardize, document, and improve operating procedures, as necessary.
· Lead and participate in cross-functional process improvement projects within the company; work with technology, accounting, and other departments to ensure business data integrity across all company’s systems as needed.
· Identify areas for performance improvement and facilitate/lead improvement implementation efforts.
· Understand all system applications for order processing and customer management.
SPECIFIC OR ADDITIONAL SKILLS:
· Knowledge of call center management applications, industry standards/requirements, automatic call distribution technology, service quality assurance programs, and order intake and processing required.
· Possess a high degree of business acumen combined with a natural ability to understand and connect with people.
· Use of metrics to gauge performance, yet the ability to balance numbers with a human element. Ability to influence all team members to “buy in” to the metrics and see their value.
· Extremely hard-working, impeccably organized, with exceptional attention-to-detail.
· High degree of self-motivation and accountability; makes decisions and takes initiative.
· Must demonstrate leadership through empowerment, clear judgment, and the ability to resolve complex situations with employees and customers.
· Fluent with Microsoft Office software including Outlook, Word, PowerPoint, and Excel.
· Strong customer service telephone skills and a customer focused attitude.
· Excellent interpersonal and team skills. We are building a culture of focused, fun, interactive, involved, energetic, motivated, inspired people who want to empower extraordinary health.
· Excellent verbal and written skills.
· Magento, Salesforce, RingCentral and JDE experience preferred.
· Background or active interest in nutrition, organics, health, and fitness is desirable.
Education: University or college degree preferred
Experience: 2+ years call center managerial experience; 2+ years call center service experienceSenior Customer Service Manager- Sudbury, MA.
About Atrium Innovations
Atrium Innovations is a recognized innovative leader in the development, manufacturing, and commercialization of science-based nutritional and supplement health products. The company’s mission is to be a global leader in vitamins, minerals and supplements, offering free-from science based nutritional solutions through healthcare professionals. Atrium Innovations Professional brands include Pure Encapsulations®, Douglas Laboratories®, Genestra BrandsTM, KLEAN Athlete®, PharmaxTM, and Wobenzym®.
About Nestlé Health Science
Founded in 2011, Nestlé Health Science (NHSc) is a globally recognized leader in the field of nutritional science, committed to redefining the management of health. We offer an extensive portfolio of science-based consumer health, medical nutrition, and supplement brands.
We are headquartered in Switzerland and have more than 5,000 employees around the world, with a presence in 66 countries.
Approximately half of our business is dedicated to medical nutrition (products that are available primarily through healthcare providers) and half is dedicated to consumer care, or over the counter, nutritional solutions. We cover the spectrum from newborns to the most senior citizens, from individuals looking to enhance their fitness performance to those that need extra special nutritional care due to illnesses.
Job Summary:
Responsible for overseeing an energetic team that handles high-volume order fulfillment and closing sales via phone and email with our Healthcare Practitioner customers. This position will require motivation to cultivate a high energy team spirit while coaching, monitoring call quality, response time to customer communications, order processing, attendance, and floor management. This position supports the selling efforts of our sales departments and works to increase sales through exceptional customer experience.
Essential Job Functions:
SPECIFIC OR ADDITIONAL SKILLS:
Education: University or college degree preferred
Atrium Innovations is an equal opportunity employer and is committed to fair employment practices in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act (AODA). If you require accommodation at any time during the recruitment process, please let us know. We ask that you provide us with this information at least 72 hours before your in-person interview as some accommodations may take time to put into place.
Job Type: Full-time
Pay: $90,000.00 – $110,000.00 per year
Benefits:
Schedule:
Education:
Experience:
Work Location: Hybrid remote in Sudbury, MA 01776
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