Responsibilities

• Responsible 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.

Qualifications ...