Job Summary:

• Leading the Customer Service Team Leaders and providing KPIs for the overall Customer Services team.
• Produce timely KPI reports for the Head of Customer Service 
• Conduct regular performance review meetings, ongoing coaching, development and mentoring.
• Understanding customer contracts and ensuring performance meets industry obligations.
• Represent the department and the business at external customer/industry meetings.
• Promote continuous improvement of complaint handling driving a first-time resolution approach.
• Keeping accurate records of discussions or correspondence with customers using all relevant internal systems.
• Developing customer service procedures, policies and standards for the business.
• Coaching all staff to deliver the highest standard of customer experience.
• Lead all customer on-boarding and ensure that we provide an excellent customer experience, ensuring the smooth on-boarding of a customer and their supply points.
• Manage and ownership of the day to day tasks and processes within the team.

Skills on Resume:

• Customer Service Leadership (Soft Skills)
• KPI Reporting (Hard Skills)
• Performance Coaching (Soft Skills)
• Contract Management (Hard Skills)
• External Representation (Soft Skills)
• Complaint Resolution (Soft Skills)
• Procedure Development (Hard Skills)
• Onboarding Management (Hard Skills)

Job Summary:

• Working closely with the Operational team to ensure the industry file process, ensuring timely registration, sending of flows and exception management.
• Ensure that the Customer is at the forefront of all customer service processes and that any impact would be positive.
• Manage continuous improvement of existing customer processes.
• Take ownership of building new customer processes to ensure a high-quality and efficient process framework exists.
• Drive and improve customer service delivery to current and future customers through people leadership, processes and systems.
• Promote a customer-centric culture throughout the organization.
• Create and implement a "sales through service" culture to deliver increasing value to customers and shareholders.
• Work with the Head of Customer Service to increase customer satisfaction and Trustpilot measures delivered through influencing both the Customer Service team and positive actions from the support teams across the business.
• Work with the Head of Customer Service to ensure that Customer Service delivery is compliant with Industry regulations and that any changes to regulations are updated and adhered to within the team.

Skills on Resume:

• Process Management (Hard Skills)
• Customer Focus (Soft Skills)
• Continuous Improvement (Hard Skills)
• People Leadership (Soft Skills)
• Customer-Centric Culture (Soft Skills)
• Sales Through Service (Hard Skills)
• Customer Satisfaction (Soft Skills)
• Regulatory Compliance (Hard Skills)

Job Summary:

• Direct supervisory responsibilities for the CSC team, communicating the Tuff Shed HD program processes and directives, manages all business and support functions for the CSC
• Responsible for answering HD on sales/service related issues, bringing all situation to resolution through working with the General Managers (GM), Regional Sales Directors (RSDs) and HD management
• Ensures best practices are followed within the CSC through on-going evaluations of existing policies and procedures, via both team meetings and on an individual bases
• Accomplishes customer service objectives by recruiting, training, assigning, scheduling, and enforcing policies/procedures for the team
• Managing performance and developing the knowledge and skills of the team
• Ensures all timelines are met, keeping current with all promotions, lead times, and new changes with product, software, policies, or procedures, inform and train team members, and implement changes
• Responsible for establishing quality relationships with Tuff Shed local management
• Responsible for achieving the goals through the HD program
• Set KPI goals, implement incentive programs, challenges and motivates the team, resulting in superior performance, high retention, and increased company loyalty
• Provides reports relating to key business issues including call volume, and sales
• Improves customer service quality by evaluating and re-designing processes based on this data

Skills on Resume:

• Team Supervision (Soft Skills)
• Sales Issue Resolution (Soft Skills)
• Policy Evaluation (Hard Skills)
• Recruitment and Training (Hard Skills)
• Performance Management (Soft Skills)
• Relationship Building (Soft Skills)
• KPI Management (Hard Skills)
• Process Improvement (Hard Skills)

Job Summary:

• Research and resolution of escalated customer inquiries and problems
• Coaching, developing and training a team of contact center phone advisors and bankers, which includes the scheduling of regular feedback sessions, side-by-side performance observations, and frequent behavioral and performance reviews
• Engaging employees to ensure the work produced meets product/service standards and exceeds customer expectations
• Collaborating with other departments, regions, vendors, agencies, etc to resolve customer service issues
• Following up with resolution of problems to ensure timely response and customer service
• Provide reports to keep senior management informed of operations activities, makes formal presentations to peers and conducts regular staff meetings
• Creates presentations for leadership meetings, virtual or in-person
• Assists VP Sales in developing annual operating budget by researching and preparing any data needed for budgetary analysis also includes monthly G/L, and hitting budget targets
• Work closely with local factories on quick resolutions to any order issues, as well as keeping them informed about CSC policies/procedures
• Updates job knowledge by participating in education opportunities and professional organizations, as well as other on-going manager training
• Provide virtual ad hoc training sessions with RSDs and ASMs

Skills on Resume:

• Escalated Inquiry Resolution (Soft Skills)
• Team Coaching (Soft Skills)
• Employee Engagement (Soft Skills)
• Cross-Department Collaboration (Soft Skills)
• Performance Reporting (Hard Skills)
• Budget Preparation (Hard Skills)
• Order Issue Resolution (Hard Skills)
• Training Development (Hard Skills)

Job Summary:

• Serve as coach and leader to all Altium Healthcare customer service and call center team.
• Deliver outstanding service levels, ensuring customer expectations are met and exceeded when dealing with customers.
• Review and maintain up to date pricing data and ensure accurate communications during PO confirmation processes
• Meet directly with customers when necessary to remedy customer satisfaction issues.
• Work across Altium Supply Chain team to actively participate in corporate initiatives to measure and improve the customer experience.
• Review process and system improvements and lead implementation team within CS team
• Fosters an inclusive culture that promotes teamwork, recognizes performance, and appreciates effort
• Provides coaching and development while building employee engagement and accountability
• Engages in, supports, and responds to changes in business strategy, and drives communication with team members
• Maximizes employee performance and advocates for career development
• Promotes an innovative culture to advance customer loyalty and employee engagement
• Drives accountability for ethical behavior, inclusion, and fair treatment in support of culture.
• Develop strong relationships with peers and other departments to build a strong team.

Skills on Resume:

• Team Leadership (Soft Skills)
• Customer Service Excellence (Soft Skills)
• Pricing Management (Hard Skills)
• Customer Engagement (Soft Skills)
• Process Improvement (Hard Skills)
• Employee Development (Soft Skills)
• Performance Maximization (Soft Skills)
• Relationship Building (Soft Skills)

Job Summary:

• Daily oversight of scheduling/staffing, managing and dispersing incoming calls, live chat and personnel for Customer Support.
• Manage high volume of customer cases in Salesforce to ensure customer support team are responding timely and fully to resolve customer issues.
• Foster a positive achieving customer service team.
• Resolving complex customer inquiries by delegation, escalation or self-addressing
• Sets clear expectations and performance goals for the team and eliminates barriers to the team’s success
• Building and maintaining a highly professional Customer Support Team
• Facilitate information between various groups and departments – Sales, Training, Curriculum, Marketing, Product Management, and Accounting to create cohesiveness.
• Ensures all inbound sales leads are follow up on and owns new customer data and other data for current and prospective customers into system database.
• Working knowledge of CRM systems (Salesforce)

Skills on Resume:

• Scheduling Oversight (Hard Skills)
• Customer Case Management (Hard Skills)
• Team Motivation (Soft Skills)
• Inquiry Resolution (Soft Skills)
• Performance Goal Setting (Hard Skills)
• Professional Team Building (Soft Skills)
• Cross-Department Communication (Soft Skills)
• CRM Proficiency (Hard Skills)