ResponsibilitiesResponsible for the day-to-day operations of a team of representatives handling customer service requests and issues via the telephone and email primarily involved in quoting, order maintenance, and problem resolution.Conducts quality monitoring of calls and emails.Reviews reporting to identify performance gaps.Provides coaching and feedback to increase representative performance.Handles personnel activities, including hiring, training, development, payroll, corrective action, and evaluation of performance.May occasionally assist the team with quotes or order maintenance.Handles customer escalations and follows through to resolution.Acts as a liaison between sales and customer service.Supports the sales staff through regular meetings and communication.Ensures departmental profit goals and operating costs are attained.QualificationsRequires a bachelor's degree or an equivalent combination of education and experience.
Requires at least 5 years related experience.