Job Description
Job Description
Responsibilities :
Call Center Operations :
- Supervise daily operations, including a team of 8 Customer Service Representatives (CSRs).
- Monitor and improve call center performance metrics (KPIs).
- Develop and implement policies to enhance productivity and customer satisfaction.
- Collaborate with the VP of Service to achieve North American KPIs.
- Forecast call volumes, schedule shifts, and manage workforce needs.
- Maintain and report inventory and service activities using Salesforce Gantt Chart for scheduling.
Salesforce CRM Management :
- Manage customer interactions and track service requests using Salesforce CRM.
- Customize Salesforce CRM to meet call center needs and train staff on its use.
- Analyze CRM data to identify trends and generate reports.
- Oversee the Call Center Operations Dashboard in Salesforce CRM.
SAP ERP Management :
- Streamline call center operations using SAP ERP.
- Ensure accurate processing of customer orders and billing.
- Resolve SAP ERP issues in collaboration with IT and train staff on the system.
Team Leadership and Development :
- Lead, mentor, and develop call center agents.
- Conduct performance reviews and foster a positive work environment.
- Handle escalated customer issues promptly.
Continuous Improvement :
- Implement process improvements to enhance efficiency and satisfaction.
- Stay updated on industry trends in call center management, CRM, and ERP systems.
- Participate in cross-functional projects to drive growth and service improvements.
Requirements :
- 5+ years of call center management experience, with a focus on Salesforce CRM and SAP ERP systems.
- Strong planning, organizing, problem-solving, and adaptability skills.
- Ability to travel (less than 5%) to customers for site visits, annual service meetings (MN or WI), including occasional travel to Denmark (headquarters) - once every 5 years or so!
OUR WISH LIST (preferred, not required) :
- Salesforce Trailblazer / Trailhead Ranger Rank (or higher).
- SAP CRM knowledge preferred.
- Expertise in telephone systems like MXIE.
- Field service dispatch industry experience is a huge plus.
All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status.
We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance.
Customer Service Account Manager
Allied National Services has an immediate need for a Customer Service Account Manager at our corporate office. This position coordinates vendor services via the phone and responds to customer service requests over the telephone to ensure that services provided meet client and company business requir...
Customer Experience & Service Transformation Management Manager
You understand the ins and outs of customer support organizations what drives call volume, how to unlock and deliver customer value and think about customer support in a digital, self-service manner and you're ready to apply your knowledge to help clients optimize and transform their customer servic...
Partner Development Manager, Salesforce - Financial Services
Our team is comprised of customer strategy experts, Salesforce-certified experts across all Salesforce capabilities, industry experts, organizational and cultural change consultants, and project delivery leaders. Partner Development Manager, Salesforce - Financial Services. The Salesforce Partner De...
Customer Service - Self Storage Manager
Our Property Managers have the opportunity to earn performance-based bonuses!. Our Property Managers get to work independently at multiple locations; spending time both inside and outside. We assess customer storage needs and make suggestions, including selling packing and moving supplies. We help k...
Customer Service Manager
Evaluate and maximize quality customer service and customer satisfaction. FASTSIGNS of Bloomington has an immediate need for a proven leader with a demonstrated record of success delivering exceptional service in a dynamic, high growth, fast-paced environment. Manage the Customer experience from "Qu...
Customer Service - Self Storage Manager
Experience: Successful candidates come from a variety of customer service centered sales environments including retail, restaurant, fast food or other service-based companies. Our Property Managers get to work independently at multiple locations; spending time both inside and outside. We assess cust...
Customer Service & Sales Manager
As our Customer Service & Sales Manager, you will lead our agency in customer engagement; helping them navigate their policy options, address inquiries, and ensure they have the coverage they need. Customer Service Experience: Previous experience in customer service or sales role is preferred. Custo...
Customer Service - Self Storage Manager
Successful candidates come from a variety of customer service centered sales environments including retail, restaurant, fast food or other service-based companies. Our Property Managers get to work independently at multiple locations; spending time both inside and outside. We assess customer storage...
Customer Service Manager
New opportunity available for a Customer Service Manager. The Customer Service Manager position is one of hourly store management. Provide excellent customer service. Excellent Customer Service Skills. ...
Salesforce COE - Service Delivery Manager - Sr
The Huntington Salesforce Center of Excellence (COE) team is seeking an experienced Senior Service Delivery Manager to lead delivery teams responsible for the design, build, deployment and support of Salesforce-related applications. The ideal candidate will have experience with the development of st...