Job Summary:

• Providing work direction.
• Determining staffing levels and assisting in hiring.
• Managing performance, including participating in employee quality audits to observe and evaluate individual and team performance then using the findings to coach, develop, and train others.
• Fostering positive employee relations, and fostering an environment of teamwork and collaboration.
• Maintains advanced knowledge and understanding of Federated Property and Casualty products and services, underwriting requirements, and systems and procedures.
• Resolves complex issues and situations to a positive outcome.
• Leads and/or participates in special projects and initiatives. 
• Representing the Customer Service area on cross-functional projects and allocating team resources as appropriate to ensure the successful implementation of new programs, processes, or systems.
• Drive results with key metrics like OTD, Order Entry and Ack, RGA resolution, Same day responses, Credits, Risk assessments, Sales monitoring, Trade Compliance monitoring
• Ensure performance and maintenance of ISO Manuals and Procedures
• Ensure 100% compliance for paper and electronic information based in the Record Retention policy
• Ensure Job Descriptions, Training plans, Desk profiles and E-mail delegations updated
• Notify any suspect or violation of Trade Compliance rules with the ITC Gatekeeper of the department or group
• Handle customer accounts

Skills on Resume: 

• Leadership and Direction (Soft Skills)
• Performance Management (Soft Skills)
• Employee Relations (Soft Skills)
• Product Knowledge (Hard Skills)
• Issue Resolution (Soft Skills)
• Project Management (Hard Skills)
• Metrics Management (Hard Skills)
• Compliance and Documentation (Hard Skills)

Job Summary:

• Liaison between Emerson and Customer
• Subject Matter Expert and first go-to for CSR’s within the team
• Demand Management (MRP analysis)
• Handle major incidents that cannot be resolved by the representatives and first point of customer escalations and resulting investigations and problem-solving
• Customer communications as relevant
• Oversight of team operations, problem identification and problem-solving, productivity and service enhancements.
• Project leadership as relevant
• Input to department policy to upper department management
• Provide directional leadership, coaching and mentoring to individual team members
• Performance appraisals and annual objectives setting within the team
• Hire, train and terminate CSRs

Skills on Resume: 

• Subject Matter Expert (Hard Skills)
• Demand Management (Hard Skills)
• Major Incident Handling (Soft Skills)
• Customer Communications (Soft Skills)
• Team Operations Oversight (Soft Skills)
• Project Leadership (Hard Skills)
• Policy Input (Hard Skills)

Job Summary:

• Supervise the day-to-day operations of the Channel Services Team, which includes coaching, mentoring, directing and performance management.
• Define standards of service in this segment and drive change to meet the standards.
• Manage the work team to meet the fluctuating demands of this segment. 
• Coordinating with the other Customer Service leads, Customers, Sales, Marketing and leveraging other areas resources.
• Define reporting metrics to support the defined deliverables and service levels of the team.
• Define service quality standards and protocols.
• Monitors daily performance for both standard of service within the context of group goals and individual performance.
• Defines and cultivates paths of resolution for channel-related demands.
• Train personnel on standards of behavior and operating procedures.
• Ensure consistency in the application of the warranty policy.
• Communicate monthly Safety Talks as assigned by the Health and Safety Department
• Administrate vacation bookings and leave of absence for the team

Skills on Resume: 

• Leadership (Soft Skills)
• Service Standards Development (Hard Skills)
• Operational Management (Hard Skills)
• Cross-Functional Coordination (Soft Skills)
• Metric Analysis (Hard Skills)
• Performance Monitoring (Hard Skills)
• Problem Resolution (Soft Skills)
• Training (Hard Skills)

Job Summary:

• Maintains the department's relationships with both internal and external customers. 
• Advises and clarifies questions in case of escalated customer interaction on customer problems, concerns and complaints.
• Ensures adherence to operative procedures for the processing of customer requests in accordance with standard operating procedures in the Business Unit (BU). 
• Ensures the accurate processing of customer inquiries, customer forecasts and orders processing (from forecast entry till invoicing process), and customer complaints. 
• Monitors and coordinates the Supply Chain to ensure delivery performance.
• Plans activities to reduce delivery times and increase flexibility based on customer requirements and agreed BU standards and in alignment with the global BU approach and Standard Operating Process (SOP).
• Coordinates the implementation of the activities.
• Ensures the creation and correctness of all relevant master data (e.g., SAP, CRM, etc.). 
• Conducts customer and country-specific analysis. 
• Prepares statistics, analyzes them and initiates necessary actions.
• Plans and conducts onboarding, training, coaching and development of customer service representatives and/or ensures the execution of these tasks at other sites by organizing cross-country trainings. 
• Coordinates and executes all necessary system failure analysis and IT tests. 

Skills on Resume: 

• Customer Relationship Management (Soft Skills)
• Escalation Handling (Soft Skills)
• Adherence to Procedures (Hard Skills)
• Order Processing (Hard Skills)
• Supply Chain Coordination (Hard Skills)
• Activity Planning (Hard Skills)
• Master Data Accuracy (Hard Skills)
• Data Analysis (Hard Skills)

Job Summary:

• Supervises the assigned employees to ensure they reach the targeted production and quality levels in the stipulated timeframe. 
• Helps to ensure smooth functioning of the day-to-day operations.
• Implements policies established by the upper-level management.
• Builds enthusiasm, guides and trains assigned employees to enable them to understand expectations and execute processes and procedures
• Makes short action plans as a stepping stone to achieve targets.
• Delegates tasks and accountabilities with measurable KPIs, resolve problems, and manages the production of deliverables and deadlines.
• Prepares timely reports regarding the performance of the employees and the unit.
• Provides input in recruiting, and may participate in interviews and selection of team members.
• Solicits ideas and listens and resolves worker questions.
•  Evaluates current procedures and practices for accomplishing operational objectives to develop and implement improved procedures.
• Performs quality audits to ensure standards are achieved.
• Prepares reports and content to communicate project activity statuses to internal and external stakeholders

Skills on Resume: 

• Leadership (Soft Skills)
• Operational Efficiency (Hard Skills)
• Strategic Planning (Hard Skills)
• Task Delegation (Hard Skills)
• Problem-Solving (Soft Skills)
• Reporting and Communication (Hard Skills)
• Team Development (Soft Skills)
• Process Improvement (Hard Skills)

Job Summary:

• Manage a group of key accounts by responding to customer inquiries, pricing and discounts inquiries, order entry, and after-sales issues
• Provide day-to-day supervision of the team with the goal of ensuring a positive customer experience
• Collaborate with Order Triage and Scheduling for product lead time requests, and negotiate with the Customer to win business
• Provide technical support for Customers and Distributors, and become a product expert
• Review orders for product and pricing accuracy and suggest alternatives to better meet the customer's needs
• Represent the Manufacturing team and work in collaboration with the Operations team to achieve KPIs and meet Customer expectations
• Build strong relationships and understand customers
• Act as the voice of the customer internally to gain timely and accurate updates across multiple departments
• Collaborate with the Sales Team to help grow sales and uncover new opportunities with customers
• Communicate regularly on the team's productivity and efficiencies
• Assist with workflow assignments to achieve objectives and KPIs
• Develop a collaborative environment that encourages growth and development and contributes to the overall success of the team

Skills on Resume: 

• Customer Relationship Management (Soft Skills)
• Team Leadership (Soft Skills)
• Technical Expertise (Hard Skills)
• Order Accuracy (Hard Skills)
• Cross-Department Collaboration (Soft Skills)
• Negotiation Skills (Soft Skills)
• Effective Communication (Soft Skills)
• Workflow Management (Hard Skills)

Job Summary:

• Provides leadership and coaching to team members
• Organizes workflow to meet customer expectations (for both internal/external customers)
• Handles issue escalations for customer services and communicates with internal/external customers regarding resolution
• Creates and tracks KPIs to measure team performance
• Provides SAP approvals (Debits, Credits, Special exceptions)
• Drives employee engagement throughout the department 
• Leads regular team meetings and 1:1s to review activity, address issues and identify areas of improvement
• Work in collaboration with Customer Service Manager on continuous improvement projects
• Conducts performance reviews for direct reports (Quarterly and end-of-year)
• Remains current on new product lines, product changes and promotions
• Participates in special projects and initiatives such as internal audit, process improvements,
• SAP Testing as appropriate

Skills on Resume: 

• Leadership and Coaching (Soft Skills)
• Organizational Skills (Hard Skills)
• Issue Resolution (Soft Skills)
• KPI Management (Hard Skills)
• SAP Proficiency (Hard Skills)
• Employee Engagement (Soft Skills)
• Performance Management (Soft Skills)
• Collaboration (Soft Skills)

Job Summary:

• Customer service focused to include face-to-face interactions and in verbal and written communications with internal and external customers
• Appropriately handle all incoming calls and correspondence in a professional and timely manner
• Keep the Operations Manager informed and updated on department and staff performance
• Develop and manage staff to include providing feedback, coaching, training, and development
• Complete and conduct mid-year and yearly performance reviews for each staff member
• Develop and maintain KPI’s for staff (KPI’s must be approved by Operations Manager)
• Strategize to meet and exceed metric expectations (i.e. Accuracy, productivity, quality, percent of calls answered, call scoring, etc.) along with meeting deadlines
• Create and manage data associated with reports (i.e. KPI’s, customer returns, etc.)
• Provide daily direction and communication to employees so order and customer communications (i.e. Phone, Email, Fax) can be responded to in a timely, efficient and knowledgeable manner
• Handle the following responsibilities on a daily basis, as well as oversee a staff that handles this work

Skills on Resume: 

• Customer Service Excellence (Soft Skills)
• Professional Communication (Soft Skills)
• Leadership (Soft Skills)
• Performance Management (Hard Skills)
• Strategic Planning (Hard Skills)
• Data Management (Hard Skills)
• Operational Efficiency (Hard Skills)
• Problem-Solving (Soft Skills)

Job Summary:

• Process requisitions accurately and promptly
• Confirm order costs and pricing to include special promotions
• Create purchase orders, submit to appropriate vendor(s), verify receipt of vendor confirmations for each purchase order to include attesting that the information on the vendor confirmation is correct and aligns with purchase order submitted
• Process billing and create invoices
• Enter work in the e3 computer system
• Accurately enter the cost of goods sold data in the computer system
• In regards to Service, review and appropriately modify and/or edit, review details for billing,
• create service orders for review and confirm taxes, generate invoices
• Process orders received via multiple channels (i.e. phone, email webshop, fax, etc.)
• Provide quotes to customers, appropriately order inventory, process returns and/or credits, create invoices and send emails for those customers who require emailed invoices
• Meet major account requirements which include following contract-driven special billing, meeting deadlines, etc.

Skills on Resume: 

• Attention to Detail (Soft Skills)
• Order Processing (Hard Skills)
• Financial Acumen (Hard Skills)
• Computer Systems Proficiency (Hard Skills)
• Customer Service (Soft Skills)
• Vendor Management (Hard Skills)
• Multichannel Communication (Soft Skills)
• Contract Compliance (Hard Skills)

Job Summary:

• Order approved demo equipment and process sales documentation
• Identify areas of improvement in regard to processes
• Assist branches and sales representatives with inquiries. 
• Serve as a common point person between the branch and corporate personnel
• Responsible for suggesting methods to improve department operations efficiency and service to both internal and external customers
• Maintain customer database, making sure all addresses, phone numbers, email addresses and contact names are up-to-date and accurate
• Meet daily deadlines, as well as completing all monthly and quarterly tasks
• Run all business processes according to company procedure
• Maintain files, making sure that all service and sales paperwork is filed properly so that everyone in the office is able to locate documentation
• Schedule and participate in office meetings. 
• Keep notes and verify that appropriate follow-up occurs

Skills on Resume: 

• Process Improvement (Hard Skills)
• Customer Service (Soft Skills)
• Data Management (Hard Skills)
• Organizational Skills (Soft Skills)
• Time Management (Soft Skills)
• Communication (Soft Skills)
• Attention to Detail (Soft Skills)
• Documentation (Hard Skills)

Job Summary:

• Work as a member and/or leader of special and/or ongoing projects
• General office projects as directed
• Supervise staff of 3-5
• Achieve or exceed team KPI metrics
• Maintain a professional and positive demeanor throughout the team
• Organized, accurate, and detail-oriented
• Collaborate as part of a team
• Capable of setting priorities when multiple demands are present
• Compliant with corporate requirements
• Leans toward over-listening and over-communicating.
• Engages, plans and supports initiatives beneficial to operations and all departments’ goals and activities.
• Find ways to increase the quality of customer service across the board. 

Skills on Resume: 

• Project Management (Hard Skills)
• Team Leadership (Soft Skills)
• KPI Achievement (Hard Skills)
• Professionalism (Soft Skills)
• Organization (Hard Skills)
• Effective Communication (Soft Skills)
• Compliance (Hard Skills)
• Customer Service Improvement (Hard Skills)

Job Summary:

• Lead and develop a Customer Service Team by setting clear and accountable performance measures
• Plans and conducts onboarding, training, coaching and development of customer service representatives
• Identifying ways to improve customer experience through technology solutions, improvements to processes, and changes to policies
• Establish KPIs and metrics, enhance NPS scores and improve first-call resolution.
• Prepare daily, weekly and/or monthly reports
• Effectively lead a team of representatives utilizing supervisory skills including, but not limited to, time management, planning, communication and coaching skills.
• Handle department personnel issues including performance reviews, counseling and progressive disciplinary actions
• Advises and clarifies questions in case of escalated customer interaction on customer problems, concerns and complaints.
• Review fraud queue for fraudulent credit card transactions
• Ensures proper application of processing of incidents and change requests. 
• Serves as 1st level support for user problems within the location.
• Leads, promotes and motivates the employees within his/her area of responsibility, especially performance appraisal and goal setting agreement, successor and representative planning, personnel development and training measures. 

Skills on Resume: 

• Leadership (Soft Skills)
• Training (Hard Skills)
• Customer Experience Improvement (Hard Skills)
• Performance Metrics (Hard Skills)
• Supervisory Skills (Soft Skills)
• Conflict Resolution (Soft Skills)
• Fraud Detection (Hard Skills)
• Incident Management (Hard Skills)

Job Summary:

• Manage a team of 15-18 Customer Service
• Affect the entirety of the team's operations by motivating, developing, and encouraging Ninjas through positive communication and feedback and meeting at least once a month with team and twice a month for each individual on team.
• Work with other leaders to maintain the highest quality standards across the team.
• Participate in interviews and collaborations with the Talent team for ongoing hiring
• Set reasonable customer satisfaction goals and work with the team to meet them on a consistent basis
• Interact with customers on a daily basis, responding to questions and guiding them to the appropriate service
• Create and implement an effective customer loyalty program
• Resolves patient/customer complaints by identifying the root cause of the problem and coordinating appropriate corrective actions 
• Analyzing and documenting business processes, identifying process gaps, developing improvement plans, training staff, and implementing improvement opportunities
• Establish call scripts, communication procedures, guidelines and policies
• Set and achieve Customer Service performance standards for tasks, processes and procedures based on Customer Service Survey results or complaints
• Work directly with leadership to achieve and surpass HHCAHPS benchmarks and goals
• Develop and implement a Customer Service Training Program

Skills on Resume: 

• Team Management (Soft Skills)
• Quality Assurance (Hard Skills)
• Talent Acquisition and Collaboration (Soft Skills)
• Customer Satisfaction Management (Soft Skills)
• Customer Interaction (Soft Skills)
• Program Development (Hard Skills)
• Complaint Resolution (Soft Skills)
• Process Improvement (Hard Skills)

Job Summary:

• Processing customer’s P.O.s and becoming knowledgeable about customer’s business what they buy, how they buy, pricing structure, promotions, warehouse locations, etc. achieved through continuous communication with reps, warehouse team, and other contacts.
• Oversee orders through the entire process, entry, receipt, the accuracy of PO information including pricing, UPC, retail, promotions, terms, discounts, shipping information, etc
• Order entry, warehouse receipt, and processing, ensuring customers are making appointments and the warehouse is shipping on schedule, researching shipping/ inventory discrepancies, and more.
• Reach out to customers and the warehouse to correct/ address any issues.
• Become familiar with customer accounts, contacts, items ordered, pricing, promotions, and special order/ billing instructions.
• Learn customer portals for shipping/ routing/ confirming orders and managing information.
• Work internally with the Account Management team to ensure all customer inquiries, and concerns are addressed promptly.
• Assist with training program implementation and assess needs for current and re-training, including development and maintenance of training materials.
• Create and maintain effective channels for Ninja feedback.
• Complete/assist with department projects by a Manager of Customer Service.
• Monitor all Customer Service department functions including order entry, returns from customers, credits, and callbacks to customers relating to any problems or issues with products, services, inquiries, or complaints.
• Oversee customer service representatives within the department and provide training, coaching, counseling, or progressive discipline as necessary.
• Interface directly with management, department heads, and all departments with the Solon facility as well as all other divisions to serve the customer satisfactorily.

Skills on Resume: 

• Order Processing (Hard Skills)
• Customer Communication (Soft Skills)
• Issue Resolution (Soft Skills)
• Account Familiarity (Hard Skills)
• Training Implementation (Hard Skills)
• Feedback Management (Soft Skills)
• Project Assistance (Hard Skills)
• Leadership (Soft Skills)

Job Summary:

• Manage the customer desk team (4 people) responsible for IAM (Independent Aftermarket), OES (Original Equipment Service), and inter/intra-company deliveries
• Ensure delivery of parts and revenue for the month by liaising with EMEA Sales Managers and Global Account Director
• Provide an update on site-level performance through Daily volume count and Shipment Performance reports (Shipments, Past Due, Line fill rate, OTTR)
• Works with the demand and supply planning team to understand product availability and schedule shipments to match with constraints and customer/business requirements
• Ensure delivery of revenue for the month by liaising with the different Supply Chain entities Plant, Finished Good Planning team, 3PL warehousing, Participate in the Tier meetings (daily/weekly)
• Provide metrics related to shipment performance on a weekly /monthly basis
• Set up, lead, and implement improvement plans aiming at (over) achieving targets in delivery, cost, quality, and safety
• Organize logistics operations together with the warehouse, coordinate special packing, and special delivery instructions
• Lead/Support/Participate in key projects impacting logistic activities
• Run customer service reports, such as held credit card orders and held orders to ensure all orders are released in a timely manner.
• Run daily phone metrics.
• Complete all duties of a Customer Service Representative
• Coordinate employee schedules as well as monitor and approve employee time cards timely.

Skills on Resume: 

• Team Management (Soft Skills)
• Stakeholder Communication (Soft Skills)
• Performance Reporting (Hard Skills)
• Supply Chain Coordination (Hard Skills)
• Improvement Implementation (Hard Skills)
• Logistics Coordination (Hard Skills)
• Project Management (Hard Skills)
• Customer Service (Hard Skills)

Job Summary:

• Lead and motivate team to ensure team objectives are achieved for service and sales within the Customer Service environment.
• Ongoing training and coaching to continually improve the efficiency of the processes and the quality of service delivered to all customers
• Effectively manage a team of up to 10 to include all associated tasks required by the team
• The principal owner of all communication from, into, and within the team
• Support the team through coaching, side-by-sides, and escalations. 
• Identify and provide relevant training and support to lever team members' capability and thus improve overall team performance
• Helping team members with new systems and processes by floor walking, query busting and identifying system issues, and providing guidance
• Proactively manage all team management-related issues (performance, attendance…)
• Advises Line manager on key issues, trends, and customer expectations and recommends process improvements
• Continually improve the level of customer service provided.
• Reviews monthly customer satisfaction survey results with each CSR, comparing the individual results to the overall department results.
• Ensuring the team members have up-to-date and accurate information regarding products, stocks, and any other information required to enable them to respond effectively
• Provision of reports and statistical information on order status and any other information along with analyzing other data on customer service levels being provided

Skills on Resume: 

• Team Leadership (Soft Skills)
• Training and Coaching (Soft Skills)
• Performance Management (Soft Skills)
• Communication (Soft Skills)
• Process Improvement (Hard Skills)
• Customer Service Excellence (Soft Skills)
• Data Analysis (Hard Skills)
• System Support (Hard Skills)

Job Summary:

• Supervise, oversee, and improve the daily functions and processes of the Customer Service department, which serves domestic and international customers. Ensure that the department provides the best possible customer service experience.
• Embrace all prescribed company standards and to monitor and act upon team performance to ensure adherence to required standards
• Ensure the team works effectively together to achieve or exceed set operational targets and Service Level Agreements (SLAs)
• Create improvements in business processes by contributing ideas and implementing agreed changes into the team's day-to-day operations
• Liaising with Resource Planning to ensure calls are answered within agreed SLAs.
• Analyze data to ensure effective decisions are made and that customer satisfaction is being achieved through effective case resolution and experience.
• Ensuring the Customer Processes and Procedures are regularly reviewed and updated where necessary and control documentation is completed for audit purposes.
• Liaising with internal departments and being able to influence others
• Building a high-performing team around administration to ensure the highest performance and quality.
• Allocating appropriate resources to each function within the team to meet the business demands of each region and customer type.
• Auditing, analyzing, harmonizing the best practices & developing adequate SOPs to keep the clear process under control
• Allocating appropriate resources to each function within team to meet the business demands of each region and customer
• Perform all tasks following company policy and procedures, including legal and regulatory requirements

Skills on Resume: 

• Team Leadership (Soft Skills)
• Process Improvement (Hard Skills)
• Performance Monitoring (Hard Skills)
• Data Analysis (Hard Skills)
• Resource Allocation (Hard Skills)
• Cross-Department Communication (Soft Skills)
• Documentation Compliance (Hard Skills)
• SOP Development (Hard Skills)

Job Summary:

• Responsible for the overall daily management of domestic customer contracts and orders, operation and authority management of the JDE system, and cross-department communication to ensure the smooth delivery of goods according to the terms of the contract
• Responsible for sorting out the early trade flow of import and export and establishing the order operation process, daily operation and management of import and export trade contracts and orders, and ensuring the smooth delivery of goods according to the terms of the contract
• Familiar with the operation of all links in the order to cash process, and understand the responsibilities, operation process, and connection points of upstream and downstream departments (business, planning, product line, logistics, finance, etc.)
• Responsible for the information transfer of order execution, logistics tracking, and other aspects between customers and the company, actively coordinate internal solutions and maintain customer relationships
• Responsible for customer returns, refunds, claims, and other after-sales work to ensure the efficient and accurate implementation of the process
• Be responsible for receiving complaints from domestic customers, managing and appeasing customers, conducting domestic SQI management, distributing, coordinating, organizing and tracking, and feeding back to customers to ensure those customer complaints are properly resolved
• Establish and improve rules and regulations and work plan of the customer service team, supervise and manage the implementation of the customer service team, improve service level and customer satisfaction
• Responsible for the work performance of the customer service team, monitoring the achievement of the team's operation KPI, finding and solving problems in time
• Responsible for the post-setting and scheduling of customer service personnel, evaluate the performance of customer service representatives, and propose and implement improvement measures and suggestions
• Be familiar with the process of various import and export trade modes, the operation of upstream and downstream logistics, planning, finance, and other business links
• Answer phone calls and emails
• Assistant Director of Sales in preparing performance appraisals and setting goals for customer service representatives.

Skills on Resume: 

• Order Management (Hard Skills)
• JDE System Operation (Hard Skills)
• Cross-Department Communication (Soft Skills)
• Import/Export Trade Knowledge (Hard Skills)
• Customer Relationship Management (Soft Skills)
• Customer Service Leadership (Soft Skills)
• Complaint Resolution (Soft Skills)
• Performance Monitoring (Hard Skills)