Job Summary:

• Ensures customer and growth-related reports and other internal intelligence is provided to the operations head. 
• Develops and implements new reporting tools and dashboards
• Works with leadership in prioritizing training objectives for client management, retention, and client services.
• Responsible for recruiting, training and coaching team and implementing quality control processes.
• Works collaboratively with the commercial team to own, support, and leverage the CRM tool.
• Ensures compliance with all company policies and government regulations
• Play a key role in business development and retention efforts while constantly advocating for the customer and clearly communicating their needs to the organization
• Partnership 30% of position responsibility
• Work closely with marketing, creative, and development teams to ensure all customer-facing support functions properly align with the customer experience strategy
• Manage relationships with related technology vendors as we determine which systems are needed to create a scalable, world-class agent and customer experience
• Collaborate with the production and quality assurance team by listening and understanding the voice of the customer as it relates to benchmark measures and identify actionable opportunities to make improvements
• Advocate for product and service quality throughout the company

Skills on Resume: 

• Data Analysis (Hard Skills)
• Reporting Tools (Hard Skills)
• Training Development (Hard Skills)
• Team Leadership (Soft Skills)
• CRM Expertise (Hard Skills)
• Regulatory Compliance (Hard Skills)
• Customer Advocacy (Soft Skills)
• Cross-functional Collaboration (Soft Skills)

Job Summary:

• Lead in developing the culture, structure and process for customer experience strategy, ensuring alignment with broader company strategy and approach
• Manage the customer service department budget, make timely decisions based on data, insights, and business impact to deliver exceptional customer experience
• Define, track, and report customer service operational metrics
• Hire, develop, and manage CS Managers and Team leads
• Establish and oversee quality performance standards with respect to overall customer experience, CSAT scores, response rates, and departmental efficiencies
• Gather and analyze customer feedback to help improve our product, processes, and service
• Act as a product expert for both internal and external customers
• Strategic Direction 30% of position responsibility
• Identify where investment will be most effective in growing the value of service, building customer satisfaction and increasing revenue
• Guide teams in their efforts to design an optimized customer journey
• Drive initiatives across the organization that increase customer retention, acquisition, and lifetime value
• Create a culture of continuous improvement by establishing metrics and programs that drive all team members to improve, learn, and collaborate

Skills on Resume: 

• Strategic Leadership (Soft Skills)
• Budget Management (Hard Skills)
• Metrics & Reporting (Hard Skills)
• Talent Development (Soft Skills)
• Quality Assurance (Hard Skills)
• Customer Insights (Hard Skills)
• Product Expertise (Hard Skills)
• Continuous Improvement (Soft Skills)

Job Summary:

• Drive improvements across core customer metrics including NPS (Net Promoter Score), CSAT, First Contact Resolution, Ticket Volume, and Retention
• Leverage data & analytics to surface emerging issues impacting our customers and prescriptive solutions to resolve them to completion
• Act as the Voice of the Customer and the primary representative of the CX team across the organization in cross-functional meetings
• Provide comprehensive coaching and developmental opportunities across both corporate and off-shore teams
• Analyze call volumes, support ticket response times, refund rates, and more to drive better customer happiness scores.
• Improve the efficiency and effectiveness of our customer service reps.
• Collaborate with our retail teams on other customer-facing initiatives.
• Build out better macros, workflows, and other documentation to make it easier for everyone to consistently deliver substantive customer interactions.
• Hire and train additional customer service agents.
• Work with new vendors to license different SaaS platforms and solutions to automate more of our processes.

Skills on Resume: 

• Data Analysis (Hard Skills)
• CX Strategy (Soft Skills)
• Coaching (Soft Skills)
• Operational Efficiency (Hard Skills)
• Cross-Functional Collaboration (Soft Skills)
• Process Improvement (Hard Skills)
• Recruitment (Soft Skills)
• Vendor Management (Hard Skills)

Job Summary:

• Deliver consistent and first-class delivery in both Technical Support and Customer Service,
• Identify and deliver process and performance improvements to increase efficiency and effectiveness.
• Analysis and research of emerging trends in customer service, technology, communications and marketing
• Identify new functional roles, process improvements, technology requirements and KPIs in support of the growth and maturity of the department and the entire organization.
• Develop and Implement service strategy as per company policy and local market conditions in order to achieve customer value proposition.
• Oversee the implementation of the Samsung warranty policy across AFRICA to effectively support new products in the market in order to maintain a seamless service process and customer experience. 
• Manage AFRICA service center as per the set Samsung standards and ensure they are operating at optimal capacity to be able to support all the products in the market. 
• Strategically plan for new service centers to support the growth of AFRICA and effectively fulfil the customer promise. 
• Determine the scope of the technical support required by Samsung service partners in line with the product offering and deploy resources and training required to enhance quality service.
• Ensure the availability of Samsung genuine parts to be used in repairs across AFRICA. 
• Oversee the operations of the contact center and ensure that Samsung customer queries are addressed as per the set service level agreements with the outsourced contact centre partners.

Skills on Resume: 

• Customer Experience Management (Soft Skills)
• Process Improvement (Hard Skills)
• Trend Analysis (Hard Skills)
• Strategic Service Planning (Hard Skills)
• Operational Oversight (Hard Skills)
• Resource and Training Management (Hard Skills)
• Service Center Development (Hard Skills)
• Vendor Management (Hard Skills)

Job Summary:

• Inbound and outbound customer communication across all meaningful channels (email, chat, phone, video, etc.)
• Help elicit continuous customer feedback
• Keep an eye on brand perception (reviews, blog comments, social media postings, etc.)
• Contact in case users experience any technical difficulties with trying out the product
• Build deep product knowledge across a set of inventory
• Create the core communications templates 
• Efficient operations of customer response,
• Bring personality and personalization to each customer's needs
• Go out of the way to meet users’ demands
• Given the budget to pamper them.
• Deal with any (rare) cases of fraud, damages, or theft and take care of the processing with insurance and collection agency
• Delivering Service KPI’s and profitability metrics to support the sustainable growth of a specialist B2B division.
• Lead both regional teams of field engineers, each led by a Team Leader
• Receive customer calls and allocate appointments for the field engineers.

Skills on Resume: 

• Multichannel Communication (Hard Skills)
• Customer Feedback Analysis (Hard Skills)
• Brand Monitoring (Hard Skills)
• Technical Support (Hard Skills)
• Product Knowledge (Hard Skills)
• Communication Templates Creation (Hard Skills)
• Personalized Service (Soft Skills)
• Fraud and Issue Resolution (Hard Skills)

Job Summary:

• Oversees the centralized Inside Sales Team to ensure we deliver a positive customer experience through the sales order process. 
• Establishes performance and service metrics to evaluate the success of the team’s deliverables.
• Recommends policies, processes, and tools that would allow the team 
• Enhance the customer service support provided to the customer 
• Improving the efficiency and productivity of the team. 
• Ensures the workflow and processes drive high customer satisfaction throughout all customer touchpoints.
• Works with Sales Leadership to establish an inside sales initiative for defined customers and/or product categories sold through the sales center. 
• Executes this inside sales plan and ensures inside sales targets are met. 
• Develop a team of talented selling specialists who can drive sales from the sales center without outside sales support. 
• Works with Sales Center Manager to create metrics to measure progress and implements plans for improvement. 
• Ensures inside sales plans are aligned with the outside sales initiatives so we operate in sync.
• Leads training initiatives with the inside sales team on customer service techniques, selling skills, building positive customer relationships, suggestive selling, prospecting leads, workflow and process updates, system enhancements, product information, and changes, and industry updates to ensure all team members have the knowledge and skills to be successful. 

Skills on Resume: 

• Customer Experience Management (Soft Skills)
• Performance Metrics (Hard Skills)
• Process Improvement (Hard Skills)
• Sales Strategy Execution (Hard Skills)
• Team Development (Soft Skills)
• Sales Alignment (Hard Skills)
• Training and Development (Soft Skills)
• Workflow Management (Hard Skills)

Job Summary:

• Builds a team that can drive customer retention and additional sales by providing a positive customer journey through the sales order cycle. 
• Ensures the staffing model works for the seasonality of the business.
• Serves as the highest escalation management contact for sensitive and complex customer issues. 
• Works across departments to identify constraints and develop solutions to meet customer needs, capture opportunities, resolve conflicts, and achieve company objectives. 
• Works with Sales Center Manager to oversee key corporate accounts.
• Integrates the team’s efforts with our customer service expectations. 
• Ensures the team’s technical knowledge remains up to date with new equipment changes and the staffing model works for the seasonality of the business.
• Oversees Warranty Services to ensure it provides timely and accurate warranty processing to ensure positive customer service. 
• Identifies areas for improvement and develops implementation plans to improve the customer experience. 
• Monitors and communicates trends related to product warranty issues or concerns and shares this information with sales, product management, and purchasing to proactively resolve any issues.
• Recommends policies, processes, and tools that would allow the team to enhance the warranty support provided while improving

Skills on Resume: 

• Team Leadership (Soft Skills)
• Staffing Management (Hard Skills)
• Escalation Handling (Soft Skills)
• Cross-Departmental Coordination (Soft Skills)
• Customer Service Alignment (Soft Skills)
• Technical Knowledge (Hard Skills)
• Warranty Services Oversight (Hard Skills)
• Process Improvement (Hard Skills)

Job Summary:

• Lead and develop the Service Management Team, ensuring strong succession planning and a customer-centric mindset and culture.
• Lead call center and produce weekly metrics of call reporting statistics
• Tracking employee attendance, call metrics, and customer retention rates, and ensuring that all employees are following and complying with company standards.
• Oversee the maintenance of data entry for customers, accounts receivable, and customer service.
• Educate customers on best practices, products used, and results.
• Answer customer’s questions on their service(s) program and provide solutions.
• Answer, correct, and deescalate difficult customer relation matters
• Lead the development of the overall service strategy, defining the initiatives and specific actions
• Make a fundamental step-change in delivering consistent, added value, service excellence to B2B customers.

Skills on Resume: 

• Leadership (Soft Skills)
• Data Analysis (Hard Skills)
• Operational Management (Hard Skills)
• Customer Data Management (Hard Skills)
• Customer Education (Soft Skills)
• Conflict Resolution (Soft Skills)
• Strategic Planning (Hard Skills)
• Service Excellence (Soft Skills)

Job Summary:

• Providing customer service support to J&M Tank Lines and its valued customers, both internal and external.
• Provide, analyze, verify, process and communicate all product and service information in a timely and professional manner to all related parties.
• Assist with inside Sales to solicit and grow business from existing customers and establish new customer leads.
• Accept, book, manage and oversee delivery of all orders from customers.
• Reports Non-conformance and root-cause analysis
• Act as the main point of contact for the customer(s) via phone, email, etc.
• Provide problem-solving solutions to all customer concerns and any issues that may arise.
• Review all orders for accuracy, ensuring all load information is correct.
• Act as a liaison between customers and J&M Tank Lines through an understanding of customer needs as well as J&M’s needs, to effectively identify opportunities for growth and improvement to maintain a high level of quality service.
• Assist in the onboarding of new customers.
• Develop, grow and retain new and existing business.
• Provide timely and accurate updates and load-tracking to customers to ensure freight delivers on time.
• Complete daily, weekly, and monthly optimization and scorecard reports.

Skills on Resume: 

• Customer Service Excellence (Soft Skills)
• Effective Communication (Soft Skills)
• Sales Assistance (Hard Skills)
• Order Management (Hard Skills)
• Analytical Problem-Solving (Hard Skills)
• Attention to Detail (Hard Skills)
• Customer Liaison (Soft Skills)
• Reporting and Optimization (Hard Skills)

Job Summary:

• Foster a culture of engagement for all employees to help decrease employee turnover, build business acumen, promote employee development, and facilitate succession planning.
• Manage hiring, training, retention, and performance of the customer service and parts teams
• Instill an employee-focused culture where employees are motivated, inspired, and developed to achieve best-in-class customer satisfaction results
• Establish and implement priorities, performance goals, and objectives to ensure group results for/her teams
• Provide training and development opportunities, including stretch assignments, for team members and gives honest and open feedback to aid in developing give talent.
• Instill a customer-centric philosophy and attitude with employees to build working relationships with internal and external customers ensuring customer retention, satisfaction, and loyalty
• Leading in an omnichannel environment that consists of phone (inbound & outbound), email, case/task management, chat, and social media
• Monitor business and process metrics to measure and manage the Customer Care Team’s effectiveness
• Direct and evaluate individual/team performance to take appropriate action to meet and/or exceed performance standards for Customer Care including time shipments and ticket resolution
• Plan, implement and provide post-purchase strategies in line with Walker Edison’s strategic planning guidelines

Skills on Resume: 

• Employee Engagement (Soft Skills)
• Business Acumen (Hard Skills)
• Leadership (Soft Skills)
• Customer Focus (Soft Skills)
• Performance Management (Hard Skills)
• Omnichannel Management (Hard Skills)
• Metrics Analysis (Hard Skills)
• Strategic Planning (Hard Skills)

Job Summary:

• Direct responsibility for driving the execution of the Service strategy in the AMER region
• Efficient forecast and staffing requirements, oversee the build of future state forecast and staffing models (Vendor and Internal)
• Knowledge about COPC High-Performance Management Techniques and certification.
• Lead the AMER Technical Service (Customer Service) organization across all divisions, Recreational (field service and Call Center), Professional and Content 
• P&L responsibility on AMER Technical Service, including setting and delivering revenue, operational expenditure, and gross margin targets, monitoring and steering performance of all service resources to achieve objectives 
• Work closely with Regional Sales Leads to drive the P&L performance of AMER Sales, by contributing to the design, implementation, and execution of service programs tailored to each sales cluster. 
• Develop and maintain service processes to maximize the efficiency and effectiveness of the AMER team. 
• Particularly, phone call and email handling, and processing of returned faulty units.
• Build and create best-in-class service delivery through hiring, coaching, managing, and developing individuals to maximize performance 
• Work closely with the AMER Leads in the Sales organization to ensure customer support and sales processes are effectively synchronized to achieve superior customer satisfaction 
• Contribute to maintaining the Service business plan, by regularly gathering market intelligence, identifying opportunities and threats, and making recommendations on the best course of action 

Skills on Resume: 

• Strategic Execution (Hard Skills)
• Forecasting (Hard Skills)
• Staffing (Hard Skills)
• Leadership (Soft Skills)
• Sales Collaboration (Soft Skills)
• Process Improvement (Hard Skills)
• Customer Support (Soft Skills)
• Market Intelligence (Hard Skills)

Job Summary:

• Maintain and evolve service systems, and contribute to the digitalization of the technical support department. 
• Own and contribute to the completion of special projects both within AMER and Globally
• Own implementation of all company service policies & processes in AMER
• Build a great team, and bring them together to gain synergy and efficiency 
• Develop strategies to increase the quality and efficiency of support to customers.
• Working knowledge of current and emerging developments/trends (i.e., new technology/customer efficiencies) and collaborating with management to incorporate them in existing and future solutions
• Review a variety of meaningful reports to understand the business and make data-driven decisions to drive employee satisfaction, customer satisfaction, streamlined processes, revenue generation, and cost reduction
• Maintain and build relationships with partner agencies/organizations
• Coordinate with interior departments and exterior partners and organizations to improve customer service and business productivity at every touchpoint
• Provide subject matter expertise to team members and internal/external stakeholders on complex assignments/projects for his/her assigned area(s) of responsibility
• Maintain in-depth working knowledge of the company’s brands, systems, and processes

Skills on Resume: 

• Service Systems Management (Hard Skills)
• Project Ownership (Hard Skills)
• Policy Implementation (Hard Skills)
• Team Building (Soft Skills)
• Strategic Development (Hard Skills)
• Technological Adaptability (Hard Skills)
• Data-Driven Decision-Making (Hard Skills)
• Relationship Management (Soft Skills)

Job Summary:

• Collaborate with operational peers to define vision, strategies, and tactics that focus on a balanced scorecard of Employee Experience, Customer Experience, Process Efficiency, and Financial Growth
• Lead business analysis and reporting, and generate forecasting data (AMER region) for strategic planning and budgeting process 
• Lead development and implementation of service strategies that will contribute to warranty expense reductions
• Work closely with Logistics to ensure appropriate inventory levels of replacement products to meet Company standards for product turnaround.
• Implement best practice work methodologies for customer success, design and implement a customer success roadmap, including a global strategy to scale, and support company growth.
• Lead a high-functioning team that delivers world-class customer success at scale, proactively increasing customer renewals and upsells.
• Be the trusted partner for the customer on the use case and product functionality.
• Develop a comprehensive understanding of typical business challenges faced by customers and common objectives to appropriately map features and benefits to address their needs.
• Work closely with the sales, product, operations, and engineering teams to ensure they meet the customers’ needs.
• Ensure the team is engaging strategically with their customers and help prioritize their activities to drive customer value.

Skills on Resume: 

• Strategic Vision (Hard Skills)
• Business Analysis (Hard Skills)
• Service Strategy (Hard Skills)
• Inventory Management (Hard Skills)
• Customer Success Roadmap (Hard Skills)
• Team Leadership (Soft Skills)
• Customer Needs Mapping (Soft Skills)
• Cross-Functional Collaboration (Soft Skills)