Position Summary:

Provide leadership and direction through effective communication to all customer service personnel including co-supervisors and management within the supported team/s and department. Support specific escalated customer service activities providing sales growth opportunities for lines of businesses as assigned.

Major Responsibilities

I Bay Management

• Meets and exceeds key performance indicators set by the business.
• Leads drive and motivate the team for continuous improvements towards achievement of set goals
• Monitors team performance daily.
• Analyze stats trends and formulate/implement action plans to ensure continuous improvement
• Adheres to business workflows set by the division
• Assists and supports subordinates towards first call resolution by providing real time solution
• Communicates key imperatives and teams strategies during pre-shifts
• Creates daily and /or weekly goals directly related to the business mission and vision
• Sets team and individual goals that compliment overall strategy

II Monitoring Coaching & Mentoring

Conducts documented monitoring sessions with feedback provided to the subordinate.

Provides individual development plans highlighting specific improvement plans

Provides direction & sound advice to the team members (mentor role)

Identifies team issues and provide sound advice based on good judgment

Develops and train teams logical problem-solving skills.

Relays important updates to subordinates

Develops own resources and utilizes creative resolutions to resolve problems

Flags up personal training requirements to Customer Service Manager.

Conducts Quality Monitoring for recorded and real time calls /emails/chat and provides feedback to CSRs

Calibration with Learning and Development Team Customer Service Manager and tenured CSRs in monitoring calls/emails/chat for quality assurance.

Supports Training Team in all aspects of advanced product and process trainings of Customer Service Department.

III Ensure (by inspection) day to day business practices are incorporated

Respond timely and accurately to escalations of the subordinates.

Verifies problem and validates escalation prior to further escalation

Escalates problem only when necessary and aid towards resolution

Maintains a line of communication with the identified escalation points

Adheres to Regal defined processes & procedures

Makes decisions on how to address and resolve customer situations

Works directly with POCs from different departments to support both internal and external demands

Assists in the development of product and process training modules under the direction of management.

Delivers product and process trainings to new hires peers and other internal personnel.

IV Timely completion of administrative tasks

Provides Customer Service Manager with daily update of headcount and absence.

Maintains acceptable levels for granting vacation and holidays.

Efficiently manage activities and utilization of the team

Adheres closely to daily schedules while other assigned tasks are executed on time

Prepares reporting requirements to immediate supervisor and client.

Coordinates with various functional groups for team requirements

Assists in interviews (Phone screen on-site) and departmental personnel attendance for customer service staff

V Maintain positive work environment

Allocates ample time on the floor coaching monitoring and mentoring subordinates.

Effectively and consistently administrates all HR policies and practices

Promotes consistent and fair administrations of open communication lines

Conducts weekly continuous improvement meetings with the team with updates on performance barriers and recognition of improvement areas.

Delivers and maintains consistent expectations to all team members.

VI Maintain 2-Way communication both up and down the chain of command

Establishes and maintain daily dialogue with Customer Service Manager and subordinates.

Provides Customer Service Manager with status update on projects and programs

Conducts pertinent and timely pre-shifts with the team.

Handling everyday crisis (support tools/ERPs/Telecoms downtime or any operational issues).

VII Performs subordinate functions and responsibilities when needed

• Processes all customer orders though phone fax and email.
• Provides price and availability information to standard items.
• Processes requests for special items (MTO) reworks and brand authorization for specific orders.
• Product Information Support: Offers alternative/suggestive selling and product interchanges and provides basic catalog information to CSRs and customers.
• Processes claims and return goods authorization (RGA) after analysis of customer inquiry.
• Coordinates with PTS US escalation points on expedites technical assistance pricing information e-business product samples account set-up and sales.
• Process all requests for order maintenance on cancellations delays accelerations and quantity changes.
• Manage review and maintenance all open backorders on a regular basis to ensure proper release and shipment based on specific customer instruction.
• Coordinate the orders release invoice by date picking billing and shipping of orders with credit and collections team distribution and logistics team for standard reworked or modified products in conjunction with the customers requested date distribution workload and availability of goods.
• Protect PTS accountability by ensuring distributors orders and shipments are trade-compliant based on ITC guidelines.
• Maintains and updates all records of customer profile information at Oracle CRM or any central repository.
• Participate in sales-driven projects and team initiatives.
• Provide value-added services to customers and sales team.
• Performs initiatives on team needs to help improve oneself and the team.

Required Education / Experience / Skills:

• 4 Year College Degree
• Advanced customer service experience
• Experience in Regal Customer Service operations is preferred
• PC skills: PowerPoint Word Excel Access E-mail/Outlook Internet/Intranet for business functions
• Understanding ability to clearly communicate product terminology features and functionality

Displays the following:

• Leadership qualities and good people skills able to handle difficult situations with customers as well as maintain cooperative relationships with all departments within the organization
• Negotiation and Analytical skills
• Knowledge of policy and procedures of the company
• Demonstrate strong problem-solving and troubleshooting skills
• Determine best way to meet the needs of the business and customers
• Has the initiative to improve people process and procedures
• Strong and professional written and oral communication skills required
• Works well with high volumes prioritizing and multitasking
• Works under minimal supervision

Travel: Not Required

Language: English

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