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Customer Service Manager
Envision, Inc.
Envision, Inc.
 
Click Here to Apply for this position
Job Location: Wichita, KS

POSITION SUMMARY

Oversees all the daily operations and functions of the Customer Service department. Duties include but are not limited to: customer knowledge, customer service procedures, sales, shipments, and direct supervision of the Customer Service Representatives (CSRs). Responsible for maintaining effective customer service for all internal and external Envision/DLB customers by utilizing in-depth knowledge of customer base and ordering channels as well as company products and procedures.

KEY RESPONSIBILITIES/ESSENTIAL FUNCTIONS INCLUDE

  • Develop, foster, and maintain internal and external customer relationships.
  • Facilitate problem resolution regarding customer service standards and procedures.
  • Develop and implement procedures pertinent to the effective and efficient operation of the Customer Service department. Re-design processes and implement automated changes for improvement as needed.
  • Maintain C/D level customer accounts through a regular cadence of phone calls, follow up, and upsell opportunities.
  • Create and deploy monthly outbound call strategy with metrics to track sales results.
  • Develop, maintain, and improve key customer relationships.
  • Provide weekly update to the Executive summary report
  • Review new and renewing contracts with affected departments to ensure the customers and Envisions interests are met and convey any information which will affect said departments such as charge back fees, routing guide requirements, pricing, lead times, terms, and EDI requirements.
  • Maintain and monitor all DeCA transactions in cooperation with affected departments.
  • Understand customer purchasing channels and channel behavior. Determine customer habits, purchasing patterns, and channel preferences.
  • Represent Envision during key customer strategy meetings
  • Foster an environment in which all employees are encouraged to suggest improvements to processes and work atmosphere and facilitate the vetting and implementation of these suggestions when appropriate and feasible.
  • Hire and motivate Customer Service department employees; provide professional development opportunities as appropriate.
  • Provide guidance and direction to direct reports, including setting performance standards. Coach Customer Service team in order to achieve high performance.
  • Flexibility to perform other duties as necessary.

    POSITION SUMMARY

    Oversees all the daily operations and functions of the Customer Service department. Duties include but are not limited to: customer knowledge, customer service procedures, sales, shipments, and direct supervision of the Customer Service Representatives (CSRs). Responsible for maintaining effective customer service for all internal and external Envision/DLB customers by utilizing in-depth knowledge of customer base and ordering channels as well as company products and procedures.

    KEY RESPONSIBILITIES/ESSENTIAL FUNCTIONS INCLUDE (List in order of importance)

  • Develop, foster, and maintain internal and external customer relationships.
  • Facilitate problem resolution regarding customer service standards and procedures.
  • Develop and implement procedures pertinent to the effective and efficient operation of the Customer Service department. Re-design processes and implement automated changes for improvement as needed.
  • Maintain C/D level customer accounts through a regular cadence of phone calls, follow up, and upsell opportunities.
  • Create and deploy monthly outbound call strategy with metrics to track sales results.
  • Develop, maintain, and improve key customer relationships.
  • Provide weekly update to the Executive summary report
  • Review new and renewing contracts with affected departments to ensure the customers and Envisions interests are met and convey any information which will affect said departments such as charge back fees, routing guide requirements, pricing, lead times, terms, and EDI requirements.
  • Maintain and monitor all DeCA transactions in cooperation with affected departments.
  • Understand customer purchasing channels and channel behavior. Determine customer habits, purchasing patterns, and channel preferences.
  • Represent Envision during key customer strategy meetings
  • Foster an environment in which all employees are encouraged to suggest improvements to processes and work atmosphere and facilitate the vetting and implementation of these suggestions when appropriate and feasible.
  • Hire and motivate Customer Service department employees; provide professional development opportunities as appropriate.
  • Provide guidance and direction to direct reports, including setting performance standards. Coach Customer Service team in order to achieve high performance.
  • Flexibility to perform other duties as necessary.



Qualifications

JOB REQUIREMENTS INCLUDE

Education: Bachelors degree in Business Administration, Marketing or related field preferred. Otherwise commensurate experience is required.

Experience: Minimum of 5 years previous experience in customer service related positions with at least 3 years in a supervisory role required.

Knowledge/Skills:

  • Advanced computer skills (experience in Microsoft Office/Windows including Excel, Word and Outlook is required, Microsoft AX Dynamix experience preferred).
  • Familiarity with Customer Service systems development and deployment.
  • Demonstrated leadership ability to manage and motivate employees.
  • Ability to organize and manage multiple priorities.
  • Ability to analyze and resolve problems.
  • Strong customer-relation skills.
  • Excellent verbal and written communications skills.
  • Strong negotiation skills.

    Licenses/Certifications: N/A

    SUPERVISORY RESPONSIBILITIES

    Total Number of Employees Directly Supervising: __5__

    Number of Subordinate Supervisors Reporting to Position: __0__

    VISION REQUIREMENTS INCLUDE (check one)

    Can be performed with or without assistive technology:

    _X_ Required to perform activities such as: preparing/analyzing data/figures; viewing a computer screen; reading; inspecting small objects for defects; using measuring devices; and/or assembling parts with close eye contact.

    ___ Required to perform activities such as: operating machinery and/or power tools at or within arms reach; performing non-repetitive tasks such as carpentry work or repairing machinery.

    ___ Required to review/inspect own assigned work, the work of others, or facilities or structures.

    Requires normal (or corrected to normal) vision/acuity:

    ___ Required to operate motor vehicles and/or heavy equipment such as forklifts.

    COMMENTS

    Envision, Inc. is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without illegal discrimination because of race, color, sex, age, gender identity, disability, religion, citizenship, national origin, ancestry, military status or veteran status, marital status, sexual orientation, domestic violence victim status, predisposing genetic characteristics and genetic information, and any other status protected by law.

Envision employs and advances in employment individuals with disabilities and veterans, and treats qualified individuals without discrimination on the basis of their physical or mental disability or veteran status.

Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions.

This position description is intended to convey generally the duties of this job. It is not an all-inclusive listing of duties, and it is not a contract, expressed or implied.

PHYSICAL REQUIREMENTS INCLUDE

In an average workday, employee must (check one frequency for each task):

Task

None

Occasional

Frequent

Constant


Stand


Walk


Sit


Bend/stoop


Climb


Reach above shoulders


Squat/crouch/kneel


Push/pull


Lift


Usual amount

<10 lbs

11-25 lbs

26-50 lbs

51+ lbs


Carry


Usual amount

<10 lbs

11-25 lbs

26-50 lbs

51+ lbs


Employee must use hands for repetitive action such as (please check all):

Task

Right

Hand

Left

Hand


Simple grasping

Yes

No

Yes

No


Firm grasping

Yes

No

Yes

No


Fine manipulation

Yes

No

Yes

No


WORKING CONDITIONS INCLUDE

In an average workday, employee is exposed to (check one frequency for each task):

Task

None

Occasional

Frequent

Constant


General shop or store conditions


General office environment


Humid, extreme hot/cold temps (non-weather)


Outdoor weather conditions


Fumes or airborne particles


Fluorescent lights


Moving, mechanical parts


Toxic chemicals


Loud noise intensity levels


Risk of electrical shock


Travel for job








How to Apply:

Click Here to Apply for this position


Envision, Inc.

Envision, Inc. is an EOE/AA employer


 
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