ACCO BRANDS CORP D2C Assistant Supervisor Salary in the United States

POSITION SUMMARY: This role will support Customer Care teams in a fast paced, metric driven organization. The focus for this role will be to support a team in a call center/ order management based environment. Incumbent will be responsible for delivering team results by supporting customers that are the driving force of our business.

Principle Duties, Responsibilities, and Authority

HOW YOU WILL IMPACT ACCO BRANDS

• Under the direction of the Manager, organize the workflow of Customer Care representatives to provide the most effective and efficient service in accordance with established policies and procedures, including call and email based metrics.
• Develop and execute action plans to meet business unit objectives.
• Manage the day-to-day functions of the Customer Care department, such as order entry, cost estimating, providing product information, resolution of complaints, and other assigned duties including payroll management.
• Coordinate communications between customers, sales and production facilities.
• Mentor and develop team members to ensure the highest level of customer relations are maintained.

WORKFLOW SUPERVISON:

• Act as a backup when team needs phone coverage or account maintenance assistance in specific situations
• Collaborate with cross functional businesses including Sales, Marketing and Finance to resolve customer inquiries or complaints in a timely and efficient manner
• First point of escalation from the team when information is needed from other departments
• Communicate team updates, successes, and opportunities to the Customer Care Manager in weekly one-on-one meetings
• Provide back up support for the Customer Care Manager of the business as required

PEOPLE MANAGEMENT:

• Provide ongoing mentoring, coaching and training to the Customer Care team
• Provide daily support to team members to ensure all escalated calls are resolved in a timely and efficient manner
• Ensure team members are compliant to all work procedures and company policies including processing and issuing disciplinary actions
• Completing payroll by the assigned deadline
• Professionalism in a corporate environment with customer facing communication ability

Competencies:

• Drive for results
• Ability to research, assess and determine next steps
• Problem Solving
• Priority setting / Time management
• Resiliency and perseverance
• Customer focus
• Presentation skills
• Action oriented
• High sense of urgency
• Exceptional professional presence and excellent telephone and email skills
• Creative problem solving
• Interpersonal skills
• Strong ability to make decisions
• Conflict resolution
• Adaptability
• Ethical
• Positive outlook
• Strong self confidence
• Autonomous

Minimum Requirements: Knowledge, Skills, Abilities:

• Bachelor degree or equivalent experience in lieu of Bachelor’s degree required
• High school diploma or GED required
• 1+ years’ experience with customer contact centers and order management type functions
• Minimum 2 year of staff management
• Broad understanding of internal systems including Oracle, SAP, Salesforce.com, Microsoft Office, Excel, Word and Outlook required
• Exceptional problem solving and analytical skills required
• Attention to detail
• Exceptional written, verbal and email communication skills required
• Self-motivated individual
• Ability to meet deadlines