Senior Manager, Customer Service Resume Sample
Rogers Kemmer
39991 Miller Summit,
Los Angeles,
CA
+1 (555) 571 0496
Work Experience
Senior Manager, Customer Service
08/2015
-
PRESENT
Detroit, MI
- Wayfair.com, an online destination for all things home
- Joss & Main, an online flash sales site offering inspiring home design daily
- AllModern, a go-to online source for modern design
- DwellStudio, a design house for fashion-forward modern furnishings
- Birch Lane, a collection of classic furnishings and timeless home décor
- Provide both management and technical leadership
- Manage return materials authorization (RMA) processes for ensuring customer returns, exchanges, service and repairs are done with speed and accuracy and all client/customer service delivery issues are resolved
- Lead the operation, staffing and execution of the customer service function to meet business requirements and goals
Senior Manager Customer Service
02/2011
-
02/2015
Boston, MA
- Select, develop and evaluate personnel to ensure the efficient operation of customer service functions
- Implement customer service department procedures
- Liaise between customers and Warehouse, Carriers / Traffic, Sales, AP, VCM and Product Management to resolve status, production, delivery and billing inquiries
- Dealing with complex customer situations and building business alliances and relationships
- Ensure maximum efforts have been taken to resolve dispute and take care of the customer
- Monitor and drive continuous improvement in performance across key metrics
- Review contract drafts during negotiation phase to ensure that return and shipment verbiage does not conflict with ability to meet expectations
Senior Manager Customer Service Operations
06/2008
-
12/2010
Boston, MA
- Ensure all processes are well documented in procedural format
- Work collaboratively with customers to ensure goods are flowing through UA’s and customer’s supply chains efficiently and timely as possible
- Experience working in the Customer Service or Supply Chain Environment
- Understands and demonstrates Amazon’s core values and Leadership Principles
- People management, including all HR related issues as well as staff development
- Identify training and development needs among staff and coach accordingly
- Work closely with the staff members to identify and solve queries
- Drive QA process within environment as a key performance standard and tool to aid in the development of staff
Education
Vincennes University - Jasper Campus
2003 - 2008
Bachelor's Degree in Business
Professional Skills
- Strong leadership skills in Value and Culture
- Collaboration: Experience in cultivation and maintenance of strong working relationships and collaboration across multiple business and technical teams
- Experience with call center management tools such as CRM, ERP, Workforce Management, forecasting/scheduling and call recording
- Experience scaling and growing new departments
- Experience managing outsourced Vendors
- Experience managing 24/7 support
- Prior use of WFM tools (Blue Pumpkin, IEX, Aspect, ININ), reporting tools and data BI tools
How to write Senior Manager, Customer Service Resume
Senior Manager, Customer Service role is responsible for training, customer, software, travel, insurance, manufacturing, reporting, telephony, trading, finance.
To write great resume for senior manager, customer service job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Senior Manager, Customer Service Resume
The section contact information is important in your senior manager, customer service resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:
- First and last name
- Telephone number
Work Experience in Your Senior Manager, Customer Service Resume
The section work experience is an essential part of your senior manager, customer service resume. It’s the one thing the recruiter really cares about and pays the most attention to.
This section, however, is not just a list of your previous senior manager, customer service responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular senior manager, customer service position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Senior Manager, Customer Service resume experience can include:
- Proven people management skills, including experience in managing large teams and managing middle management
- Strong leadership with experience managing culturally diverse teams and driving strong employee engagement
- Develop and implement an on-going skill assessment and training program to ensure the call center staff is operating at peak efficiencies.
- Proven track record in driving positive performance results, and employee and customer satisfaction
- Drive excellent operational performance and customer satisfaction results to meet (or even exceed) agreed targets
- Experience in a high volume, well-developed customer service department
Education on a Senior Manager, Customer Service Resume
Make sure to make education a priority on your senior manager, customer service resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your senior manager, customer service experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.
Additional details to include:
- School you graduated from
- Major/ minor
- Year of graduation
- Location of school
These are the four additional pieces of information you should mention when listing your education on your resume.
Professional Skills in Senior Manager, Customer Service Resume
When listing skills on your senior manager, customer service resume, remember always to be honest about your level of ability. Include the Skills section after experience.
Present the most important skills in your resume, there's a list of typical senior manager, customer service skills:
- Proven experience evaluating a Customer Service/Help Desk environment for opportunities and making recommendations and implementing tools and processes
- Extensive understanding of industry customer service procedures and practices with proven experience meeting tight deadlines in a high-pressure environment
- Experience in Customer Service or supply chain in Sporting Goods, Fashion, FMCG
- Deal effectively with external and internal pressure and recover promptly from setbacks
- Build strong and effective cross-functional relationships
- Experience managing and developing associates, delegating tasks, performance reviews, etc
List of Typical Experience For a Senior Manager, Customer Service Resume
1
Experience For Senior Manager Customer Service Resume
- Accountable for the customer experience levels delivered by your team as measured by the external Customer Experience Monitoring
- Present material and communicate effectively to associates at all levels throughout the organization
- Responsible for development of direct reports, ensuring ongoing career growth, progression and a solid succession planning
- Experience within call centers and working with agent populations
- Experience representing sales and support organizations for designated brand(s)
2
Experience For Senior Manager Customer Service & Order Management Resume
- To deliver adhoc analysis and reports on customer service for controlling purposes on requests funneled and prioritized by the WHS Sales leads
- Relevant leadership experience of a Contact Center, Internal Operations Contact Center, or Customer Support function
- Process improvement experience; Lean/Six Sigma desired
- Overall professional experience in customer service operations
- Working knowledge of Microsoft Office and ERP business systems
- Manage and develop the CS department by means of coaching performance management and training of employees, recruitment and forward planning
- To ensure reliability and responsiveness to customer requests and complaints by training and ongoing monitoring of performance
- To support Sales in reaching sales targets by ensuring accurate reporting and support
3
Experience For Senior Manager Customer Service Operations Resume
- Active in the recruiting, training, development, and performance management of eCommerce associate
- To measure progress on defined KPIs mainly Customer Satisfaction, backlog reporting, delivery conversion, customer cancellations and discounting
- Stay abreast of the marketplace, competition and our internal markets, always seeking to be the best at what we do
- Accountable for delivering year on year productivity improvements as outlined in the Customer Service 3 year plan
- Lead CS team to drive customer satisfaction and linearize Order-to-cash flow to support Sales revenue and booking target fulfillment
- Establish and communicate service metrics; monitor and analyze results, implementing changes when necessary
- Participate in Wholesale meeting. Provide clarity to sales team on R&R and Processes (i.e. how to process a return or claim)
- To embrace a collaborative approach with Finance and Sales to ensure timely payment collections inturn supporting DSO targets
- To ensure audit compliance and best practices sharing as per group guidelines
4
Experience For Senior Manager Customer Service / Email Resume
- Markets: Brands, Sales, Retail, Marketing, Operations, Finance, IBP, BD and IT
- Ensure EHS standards are adhered to
- Drive zero harm into areas of responsibility
- Ensure continued high levels of customer satisfaction through both direct and indirect contact at the adequate management level. Maintains close customer contact during problem situations. Represents the Regional director as required
- Manage effective use of resources while enabling rapid response to challenging customer and sales requests. Optimize resource allocation; continuously evaluate technical support needs to develop needed technician skill sets in all regions, while ensuring customer satisfaction
5
Experience For Travel, Senior Manager, Customer Service Resume
- Responsible for the entire lifestyle or sport channel within Customer Services, including all people and process responsibilities
- Knowledgeable user of Microsoft Office
- Key contact across the business for your channel, both at local and Western European level
- Deliver a best in class customer service for all accounts within the channel, ensuring all team members have the skills, tools, process and commercial knowledge
- Through constant communication, ensure continuous review and feedback of all people, customer and process related topics
- Understand the end-to-end business processes and the fit of the customer service responsibility, having a view point in all parts of the process in order to gain efficiencies across the business
- Define key performance indicators, regularly monitor performance and drive business actions to improve
- Accountable for the delivery of global (& regional) customer Service service levels across all channels by working regionally and in partnership with your global peers
6
Experience For Senior Manager, Customer Service Resume
- Acountable for the delivery of regional sales revenue targets as outlined in the Customer Service 3 year plan
- To maintain budgeted resource levels so that customer service levels are optimised
- Keep driving process quality control, further more to Identify process optimization opportunity by integration, realize team resource synergy and working with cross function improvement
- Manage internal and external customer voice and expectations through issue resolution and build systematic practices with cross functions
- Be responsible for project management and contract execution for all aspects relevant to both external (customer expectations, deliverables, T&Cs, etc.) and internal (business objectives, reporting and forecasting)
- Supervise and enhance team member performance and deliveries
- Outstanding persuasive communication and influencing ability to achieve successful outcomes; Demonstrate a passion for delivering Service Excellence and drives this through in all coaching and performance conversations; Good command of English& mandarin
- Define, implement and maintain policies and strategies regarding customer satisfaction, customer service levels and standardized work processes
- Ensure process integrity and stability by means of pro active management of supply chain bottlenecks (e.g. jetty planning and site loading monitor to spread (un-)loading activities)
7
Experience For Senior Manager Customer Service Resume
- Initiate continuous improvement of the uninterrupted OTC process by optimizing procedures, reporting and/or systems, including change management towards stakeholders (e.g. e-invoicing, payload optimization)
- Define, manage and maintain logistic service level policy and special requirements procedure as mutually accepted frameworks by business, sales and supply chain
- Manage the delivery process to minimize costs (e.g. demurrage, LTL, payload, rush, waiting time) and maintain service levels, including recharge of costs to customers
- Manage the complaint process with regard to effective processing, root cause analysis, business reporting, improvement proposals and financial damage control
- Manage the claim / liability process towards third parties (e.g. insurers, logistic service providers, surveyors) and financial damage control towards customers
8
Experience For Senior Manager Customer Service & Order Management Resume
- Manage the performance of the supply chain, by reporting and analyzing the OTC performance indicators (e.g. additional logistical costs, complaints, demurrage, NPS and order interruptions)
- Owner of the Regional center of excellence for Customer Service and Order To Cash, that drives and supports implementation of best practices within SABIC globally
- Owner of the Regional e-business strategy and as such highly critical to facilitate the volume growth
- Accountability and single point of contact for all front office activities for Key Accounts and all back office activities (logistics execution)
- Manage timely, correct and complete export documents on country, regional and global level
9
Experience For Senior Manager Customer Service Operations Resume
- Accountable for SAP system support towards hauliers, hubs/terminals and sales
- Overall responsible and accountable for the day to day operations and facilities management of the customer service site
- Manage site expenses, staff related costs and administrative matters in accordance to budget and agreed timelines
- Take ownership and lead assigned CS projects or initiatives
- Work closely with other CS functions including training and quality, implementation, and workforce management team to ensure that the CS site is well resourced and that initiatives/change are implemented on-time and in accordance to agreed objectives
- Create strong cross-functional collaboration with the other departments including Human Resource, IT, Finance and Office Management to well support the CS site operations and to create continuous business improvement; and
- Stay connected and participate actively in Regional CS Management meetings and Global CS meetings, expanding beyond site responsibilities to contribute constructive ideas, share best practices and create positive impact to CS at a regional and global level
10
Experience For Senior Manager Customer Service / Email Resume
- In customer service, contact center or operations management
- Able to thrive in a fast-paced and dynamic work environment
- Fluent in both written and verbal Japanese
- Prepare budget proposals and monitor departmental expenses to ensure that the department is within budget expectations.
- Provide direct floor and personnel leadership to a team in a fast-paced inbound customer support center
- Handle escalated customer issues either through direct personal action or referral to the proper individual/department
- Coordinate multiple site resources for the resolution of ECOM/ERP system related problems
List of Typical Skills For a Senior Manager, Customer Service Resume
1
Skills For Senior Manager Customer Service Resume
- An extensive working knowledge of MS Excel as well as advanced mathematical and analytical skills required
- Experience dealing with traditional order processing channels
- Previous experience building out a new team
- Experience working with senior leaders at the client site, inclusive of C-suite talent
- Experience with Contact Center Telephony
- Experience with Salesforce, Netsuite or other cloud CRM
- Understanding of customer SLA’s, SOW, RFP’s, etc
- Knowledge of Thomson Reuters Tax & Accounting software products
- Knowledge of call center scheduling software
2
Skills For Senior Manager Customer Service & Order Management Resume
- Provide constructive feedback to spur staff development
- Takes calculated risks to accomplish organizational objectives
- Innovate and encourage new ideas and designs
- Act as a catalyst to departmental change
- Commit to continuous process improvement
- Delegate projects and tasks appropriately to further develop staff
- Leads multi-site teams that demonstrates dedication to our customers overall success by making realistic commitments, giving consistent, accurate information, and driving for positive results
- Develops and implements Customer Services Policies that Drive Efficient Solutions Manages CT site inside sales supervisors/Customer Service leads and other team members to ensure ITT policies and procedures are followed
- Supports CT sales team members in their relationship management efforts on key customer accounts to strengthen and develop existing business relationships with customers
3
Skills For Senior Manager Customer Service Operations Resume
- Delivers sales results provides customer intelligence to sales partners to help drive sales and improve customer relationships
- Leads CT customer services team to ensure provision of accurate quotes and additional information required to promptly close opportunities and build a reputation with customers as a responsive and cooperative partner
- Leverages knowledge of customers and markets to identify opportunities, and provide internally confirmed prices and lead times to close sales opportunities
- Ensures consistent tracking of customer order status and proactive identification and mitigation of operational, commercial and contractual risks before they impact the customer or ITT
- Develop and execute strategies to ensure that your region exceeds its customer’s expectations delivering a ‘wow’ experience in line and consistent with Burberry’s other customer contact points
- Create a high performance culture which develops engaged and passionate employees who are brand and product advocates. Target and attract external and internal talent into the Customer Service organisation
- Drive revenue through maximising customer contact sales opportunities
- Connect with colleagues across the business to align operational deliverables with other customer contact points to deliver a consistent customer experience. Champion the customer across the business using frontline customer feedback
4
Skills For Senior Manager Customer Service / Email Resume
- Excellent communication skills and a proven ability to develop long lasting relationshios with our key accounts
- Good team player with proven ability to partner with other business leaders
- Preferably more than 15 years of experience
- Preferably more than 10 years Supply Chain experience
- Champion and execute projects and key change initiatives to support business strategy
- Act as the key regional interface for the Customer Service organisation developing and nurturing strong relationships with colleagues, stakeholders and third parties accordingly
- Excellent interpersonal and communications skills with the poise and ability to deal with a variety of people
- SAP experiance would be beneficial
5
Skills For Travel, Senior Manager, Customer Service Resume
- Willingness to take initiatives
- Hands-on approach and willingness to “roll up one’s sleeves”
- LOMA or other Insurance Industry designation
- Demonstrated negotiating and conflict management skills with a proven background of resolving tough problems and issues while maintaining a customer friendly environment
- Proven experience navigating through complex organizational structures, systems and processes dealing with complex customer situations determining and implementing appropriate customer service policies
- Demonstrated verbal and written business communication skills with a proven background multi-tasking in a fast-paced, high stress environment while interfacing with other departments both internally and externally (Sales, Product Mgmt., Warehouse, Traffic, Credit, etc.)
- Proficient with Microsoft Office Suite applications including Word, Excel, PowerPoint, Visio and Outlook
- Experience working in an IT environment with specialized experience in managing a Help Desk environment and being responsible for customer and internal communications
6
Skills For Senior Manager, Customer Service Resume
- Experience managing a large Customer Service/Help Desk environment
- Solutions oriented, strategic leader with long term holistic focus
- Knowledge of communication tools and market processes
- Managed Vision Care or Managed Health Care Organizational knowledge
- Knowledge of key expense drivers in a call center environment
7
Skills For Senior Manager Customer Service Resume
- Written Communication - Writes clearly and informatively; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information
- Teamwork - Balances team and individual responsibilities; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed
- Leadership - Exhibits confidence in self and others; Accepts feedback from others
- Thorough knowledge on a conceptual level of OTC process and systems (e.g. APO, BW, ERP, S2S, portal technology)
- Good knowledge of the business processes finance, insurance, master data management, material handling, prospect to order, purchase to pay, supply chain planning and warehouse management
8
Skills For Senior Manager Customer Service & Order Management Resume
- Good knowledge of chemical, fiscal, legal and safety requirements (e.g. dangerous goods, tax, transport)
- Be an effective Change Manager, knowing how to handle and lead a team through change, displaying motivation and encouraging the right behaviors
- Foster a highly motivated team environment that encourages continuous learning and improvements to drive excellent employee engagement
- Oversees the overall customer experience within the assigned market, channel, and/or geographic territory
- Working knowledge of Japan’s Employment and Labor Law
9
Skills For Senior Manager Customer Service Operations Resume
- Manage escalated customer-related issues including dealing with internal and external stakeholders
- Build cohesive teams, bring out the best from peers and subordinates while fostering teamwork and collaboration
- Basic knowledge of the specific area, e.g. business, sales & marketing, chemicals/polymers supply chain)
- Multicultural orientation (including KSA)
- Back up for Director Supply Chain and Manager Supply Chain Planning
- Recruit, lead, coach and develop a direct team of team leads, providing them clear direction and guidance
- Partner on the development of departmental guidelines and training material and lead implementation as necessary
- Demonstrates Company’s values, maintains a positive open demeanor, encourages different points of view, moves team forward through change; provides timely information;communicates context for business decisions; recognizes accomplishments; and fosters teamwork
10
Skills For Senior Manager Customer Service / Email Resume
- Customer experience includes service order accuracy, on-time product delivery, billing accuracy and timely dispute resolution, service management, and the overall customer service experience
- Ensures that the customer experience is at or above pre-established expectations based on direct customer feedback (such as Customer Satisfaction Survey results, Acceptable Churn, etc)
- Responsible for managing all key business metrics that directly impact customer experience. Metrics include, but are not limited to, CCD (Customer Commit Date) Set, CCD Met, Standard Interval,Customer Interval, Customer Care (CCM) Jeopardy's and timely bill inquiry and dispute resolution
- Effectively manages backlog as it pertains to the number of in-flight orders. Backlog management includes accurate and timely revenue/unit forecasting, as well as escalating with stakeholderorganizations, as deemed appropriate, in order to ensure deliverables, remain on track and within the budget
- Engages with internal stakeholders in order to drive the positive change across the company. Areas of focus include, but are not limited to the following: process improvements, gains in efficiencies/productivity, and resolution of systemic issues
- Perform as an active thought-leader and internal expert on digital subscription and the Fantasy Sports competitive environment
- Responsible for the Balanced Scorecard and KPIs associated with each business unit. Has indirect operational accountability for operations in a Shared Services environment
- Conduct ongoing, training sessions to instruct staff on how to improve the overall customer experience by adequately addressing problems over the phone and/or how to effectively communicate via email correspondence
- Lead communication for escalations from the call center and also for emergency response situations, coordinating with cross-functional stakeholders, including Social Media, Publicity, Marketing, Product and Operations teams.
List of Typical Responsibilities For a Senior Manager, Customer Service Resume
1
Responsibilities For Senior Manager Customer Service Resume
- Provide specific feedback to other departments to aid in the identification and resolution of all open issues and leverage both on and off-site resources as necessary
- Evaluate and decide personnel issues such as requests for time-off, scheduling issues and deployment of work, while providing on the job guidance, motivation and coaching
- Effectively resolve complex customer complaint and demonstrate persistence and a sense of appropriate urgency to resolve problems or process improvements successfully
- Meet goals and objectives for designated teams, as well as network and leverage resources from other geographic sites and anticipate problems or needed process improvements and generate ideas followed up with a bias for action and results
- Analyze daily statistical call center activity data via Industry software and provide specific feedback to the team to aid in the identification and resolution of all system performance issues
2
Responsibilities For Senior Manager Customer Service & Order Management Resume
- Interpret daily workload and coordinate various departments to fulfill demand requirements and evaluate situations that impact operations and decide level of support and response required
- Oversees the processing of all customer claims: damages, shortages or overages for Valeant customers, to include attending weekly meetings with Valeant’s 3rd party distribution centers to review processes and issues
- Handle escalated situations, providing feedback, and identifying process improvements to improve customer experience
- Innovation: Improves results by generating, encouraging and supporting new ideas. Is solution oriented
- Monitor and document queues to ensure staff is adequately servicing all customer verticals (Water/Gas/Electric/Services)
- Achieve Customer Service objectives by contributing customer service information and recommendations to strategic plans and reviews
- Ensure that streamlined processes are in place for telephone support, order entry, order expedites, debit/credit, and international processes
- Facilitate to Automate and improve Order Entry processes across all relevant product lines
3
Responsibilities For Senior Manager Customer Service Operations Resume
- Identify customer service trends and implement as appropriate
- Determine, drive and implement system/process improvements
- Meet customer service financial objectives – prepare annual budget, expenditures; analyze variances and initiate corrective actions when necessary
- Manage a team consisting of 50-100 associates, tasked with providing exceptional phone and transaction-based customer service for highly strategic processes, cultivating an environment of inclusiveness amongst the team
- Drive quality phone service by being involved in call quality (SQM) initiatives. Coach team managers to deliver call quality results using daily, weekly and monthly reports from surveys and feedback
- Develop and execute on budget assumptions in order to ensure the department meets or exceeds budget expectations
- Develop and maintain relationships with training, quality, compliance, legal, and other areas to reinforce system, departmental, and administrative procedures. Promote a sense of teamwork within the team and company
4
Responsibilities For Senior Manager Customer Service / Email Resume
- Acquire, maintain and enhance required product and technical knowledge required to provide World Class Service to all customers he/she interacts with both internal and external customers
- Encourage team members to look for opportunities for process simplification and improvements
- Assists with enacting BCP plans as needed; escalates and directs activities during systems problems, etc.; identifies potential problems, troubleshoots, escalates issues to local and Site B management, and participates in post-mortem analysis of problems, providing input for future process improvements
- Ability and willingness to travel within the United States and Internationally
- Leadership: Creates a shared vision and passion for his/her group or business area and motivates others to work towards it
- Strategy / Planning: Understands the needs and direction of the business, anticipating and developing business priorities to meet these. Embraces change and drives to improve current working practices / products/ technologies to grow the business
- Goal setting / short term planning: Achieves results by setting goals using high quality planning, analysis, decision-making and project management. Adapts and copes successfully with changing circumstances
5
Responsibilities For Travel, Senior Manager, Customer Service Resume
- Ability and willingness to travel 10-20% of the time
- Creating and driving the customer service part of the local sales strategy with a view to achieving departmental and company goals, in alignment with the Sales Director
- Guaranteeing an updated, efficient and optimal overall Wholesale Order Book and providing constant visibility to Sales management on order book situation, including the following
- Establishes strategic goals for each eCommerce brand by gathering pertinent business, financial, service, and operations information; identifying and evaluating trends and options; choosing a course of action; defining objectives; evaluating outcomes
- Incident/Problem Management experience
6
Responsibilities For Senior Manager, Customer Service Resume
- Maintains quality service by enforcing quality and customer service standards
- Partnership with training and business intelligence team to develop tools and methodologies to manage associate performance
- Define consistent sales incentive structure for each eCommerce brand and provide monthly updates to brand and associates to goals and productivity results
- Track and trend telesales volume compared to overall brand revenue for each brand and provide insights in to sales improvements in telesales and overall brand
- Develop processes and systems consistent with departmental and eCommerce brand goals
- Develop methodologies for root cause analysis of frequent call types, and drive change in the organization to minimize these calls
- Accomplishes staff results across all eCommerce brands by communicating job expectations; planning, monitoring, and appraising job results; coaching, counseling, and performance management of associates; developing, coordinating, and enforcing systems, policies, procedures, and productivity standards
7
Responsibilities For Senior Manager Customer Service Resume
- Accountable for cost effective delivery of committed service level objectives including website improvement recommendations, IVR updates, systems and staffing oversight
- ) of proven success in leading, managing and inspiring teams or individuals
- Experience in Call Center environment
- Partner to develop successful yearly forecasts for staffing & budgetary needs
- Familiarity with core applications used to support Contact Center
- To lead the overall strategy for the Customer Service organization in-line with the EM South strategy, aiming for maximum customer satisfaction across all brands
8
Responsibilities For Senior Manager Customer Service & Order Management Resume
- To establish an appropriate organizational framework jointly with WHS Sales leads to deliver appropriate service levels across all channels – Distributors, Key Accounts, Field Accounts, Franchisee, Retail, B2B, Subsidaries, Sports Marketing, Clubs and Pure Players
- To supply a monthly Net Sales forecast and work collaboratively with the sales team to achieve set targets
- To establish centralized service policies, procedure and SLA
- To ensure stong collaboration with other EM markets
- To identify, analyze and understand the business challenges and use this knowledge effectively to help improve supply, strengthen leadership and innovation in terms of approaches and services
- To ensure smooth flow of business with high cross-functional collaboration between internal as well as Export Market stakeholders to the common goals set by the organization
9
Responsibilities For Senior Manager Customer Service Operations Resume
- Manage adhoc, departmental and business projects/ reports and initiatives as required by the department lead
- Ensure self and team’s developments alongside #MYBEST initiatives as set by the business
- Inspirationally lead the development of the Customer Service team to meet or exceed goals and KPI’s
- Global: Centre of Excellence (CoE) Wholesale
- Make recommendations to improve processes, performance, customer resolution to problems by leading the infrastructure projects, gather expertise and systematically approach by problem solving or best practice implementation. (data/integration, front end care tools, reporting)
- Organize and lead weekly/monthly/quarterly formal business review sessions with key stakeholders and the external customer service team
10
Responsibilities For Senior Manager Customer Service / Email Resume
- Builds Customer Trust
- Assist EMC Sales organization as needed when presenting to potential customers. Resolves account management problems. Provides Strategic Account interface as assigned. Attend sales periodic reviews to be aware of sales situation, plan for required resources allocation and make sure that the Customer Service is represented in the Integrated Sales Cycle
- Acts as the voice of the customer (VOC) among internal ITT functional partners. Provides the appropriate level of direct or indirect communication and transparency with customers, by implementing and enforcing CT-wide policies that adequately address order status, issues, and risk, and keeping customers consistently updated during all phases of the process
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