Customer care manager

Customer Care Manager Job Category : Manager

Requisition Number : CUSTO013023

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Job Details Description ESSENDANT Inc. is a leading national wholesale distributor of business products. We strive for more than just success we believe in building partnerships that transcend with our internal and external customers.

Our business wouldnt be thriving without our hardworking employees. If you have a passion to strive for more, ability to generate ideas, and want to grow your career we motivate you to join our organization.

We encourage our employees to utilize internal relations : team support, training, and mentoring. We value and appreciate our employees.

We are one team. We are Essendant.. Major Responsibilities Hiring, training, and preparing care team members to respond to customer questions, complaints, troubleshoot problems and ensure they understand and comply with all care center objectives, performance standards and policies.

• Daily live monitoring to include coaching, development, and management of a general pooled care team to achieve / exceed team and individual performance goals* Regularly review analytics dashboards and customer reports to identify opportunities to accelerate Care resource utilization and ensure accountability of direct reports* Collaborate with other Care leaders in the development and sharing of Care strategy and coaching best practices* Provide guidance on how to manage Care requests which require additional, high-level support;
• resolve complex issues & help navigate internal obstacles* Provide guidance on management of the new Care service levels & protocol / processes for when restricted services are requested* Ensure a comprehensive and coordinated approach by ensuring all rules of engagement are followed between Care & Sales resources* Identifying process issues and suggesting possible improvements;

share best practices to develop a better customer experience* Recruit, hire and guide comprehensive onboarding for new care reps* Understands and demonstrates Essendants Core Values.

• Performs other duties as assigned Skills / Knowledge Required Ability to lead, coach, train, motivate and develop a customer care advocate team* Strong understanding of Essendant workflows and interdependencies* Understanding of call center tools* Excellent written and verbal communication skills* Strong organizational skills and ability to cope with occasional stressful conditions and situations* Ability to manage cross-functional relationships* Demonstrated ability to solve complex problems and be a forward and strategic thinker* Strong business acumen* Proficiency with technology, especially computers, software applications and phone systems.

However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractors legal duty to furnish information. 41 CFR 60-1.35(c)

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Last updated : 2024-04-08