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Customer Service Operations Leader

2 months ago

Irvine, California, United States SEB Professional North America Full time

About Us: At SEB Professional North America, we are fueled by our enthusiasm for coffee, which drives our growth in the professional coffee machine sector.

We proudly manage three prestigious global brands: Schaerer, WMF, and Wilbur Curtis, with our machines being a staple in convenience stores, hotels, and restaurants around the globe. You may have savored a cup of coffee brewed from our machines during your daily coffee runs.

Your Role: We are on the lookout for a passionate and seasoned Customer Service Operations Leader to spearhead our customer service team. In this pivotal role, you will oversee the daily operations of our customer service center, ensuring that our clients receive exceptional service. This position provides a unique opportunity to enhance customer satisfaction and loyalty while leading a dedicated team in a dynamic and fulfilling environment.

Key Responsibilities:

  • Manage the daily operations of the customer service center, ensuring efficiency and the highest standards of service.
  • Participate in the recruitment, training, coaching, and performance evaluation of team members.
  • Analyze customer service data to identify trends, forecast demand, and plan staffing levels, while setting and monitoring performance metrics for speed, accuracy, and satisfaction.
  • Collaborate with various departments to integrate customer service initiatives and enhance overall service delivery.
  • Effectively manage resources, including budget and technology, to optimize operations.
  • Implement and oversee the use of customer service technology, such as automatic call distribution systems.

Qualifications:

  • Bachelor's degree in Business Administration, Communications, or a related field.
  • A minimum of 7 years of experience in a customer service environment, with at least 3 years in a leadership role.
  • Proven ability to coach and mentor staff.
  • Strong proficiency with customer service technology and systems.
  • Excellent verbal and written communication skills.
  • Strong analytical skills to assess data and drive performance improvements.
  • Ability to handle high-pressure situations and make informed decisions.
  • Experience in implementing quality assurance protocols and best practices.

Work Environment: This is a full-time exempt position with a hybrid work model.

Why Join Us? SEB Professional North America offers a range of benefits and perks to support you and your family, including medical, dental, and vision insurance, a competitive 401(K) program, and more.

Equal Opportunity Employer: SEB Professional is committed to fostering a diverse and inclusive workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status.