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Customer Service Excellence Manager
3 months ago
** The Walman Optical Company**
** Customer Service Excellence Manager**
Minneapolis, MN 55411
*The **Walman Optical Company** is a successful, diversified, employee-owned business serving the ophthalmic community since 1915. We are a family of optical companies with a 100-year history of excellent relationships built on enduring trust and added value. Each of our businesses is guided by the same core principles and single vision: to be the most trusted business partner in the industry. Our core values respect our employees worth and contributions, emphasize teamwork and offer opportunities for personal and professional growth.*
We are currently seeking a **Customer Service Excellence Manager** for our Ophthalmic Division. This is an exciting opportunity for you to join our TEAM...We are the #1 independent optical wholesaler in America
Job Summary
Develop, design and execute a sustainable Customer Service Excellence program for Walman Optical branch personnel. Support 170 optical customer service team members at 30+ branch locations to identify training needs, develop/execute organizational wide programs with consistency and measure customer services success. Work closely with Walman team members on the Revenue, Operations, Marketing IS, Training and Development teams to develop and execute training to customer services teams for consistent customer experience. The ideal candidate will have a strong understanding of optical industry, lab services and ability to problem solve optical prescriptions to ensure customer service excellence.
Position Specifics:
Identify training needs, document requirements, and develop trainings that will support the divisional objectives.
Partner and collaborate with internal teams and subject matter experts to develop strong training material and aids
Work with VP of Operations and Director of Sales Operations in the design and execution of major customer service initiatives.
Work closely with Branch Managers on CSE standards, progress and coaching needs within each branch. Make recommendations to Branch Managers on paths of success for personnel.
Regular travel to branch locations to conduct training, observe and coach customer service teams.
Develop and deliver custom customer service training programs in coordination with Operations and RVPs based on individual opportunities.
Develop national standards for CSE on phone system utilization, routing, metrics and reporting. Develop scoreboards to create consistency tracking and accountability within the network.
Manage small team of customer service agents effectively in support of CSE initiatives. Use metrics to gauge areas of support and productivity.
Experience/Qualifications
Four year college degree, 5 years supervisor or management experience and three years relevant work experience or equivalent combination of education and experience
Experienced with Microsoft Office Suite with emphasis on PowerPoint development. Experience with web based training programs. Experience with CRMs required, Salesforce experience preferred.
Certified Optician by American Board of Opticianry preferred. Specialized knowledge of optical industry and DVI software systems preferred.
Proven ability to provide effective training program to adult learners through traditional and modern training methods.
Willingness to travel by auto and air a minimum of 30% of the time with overnight stays required. Must possess and maintain a valid drivers license and driving record that complies with the Walman Optical Company Motor Vehicle Policy.
Benefits
Competitive Salary
Medical Insurance
Dental Insurance
Life Insurance
LTD
PTO
401(k) with company match
Employee Stock Ownership Plan (ESOP)
If you are interested in becoming part of the Walman Team please apply online today.
The Walman Optical Company is committed to providing Equal Employment Opportunity (EEO) to all employees and applicants. EEO/Affirmative Action Employer/Protected Veteran Status. The company grants reasonable accommodations to qualified disabled individuals in accordance with applicable law.
