Customer Support Operations Leader

2 weeks ago

Sumter, South Carolina, United States Giant Cement Holding Inc Full time
Job Overview

SUMMARY: Oversee the Customer Support Division with an emphasis on expanding service capabilities across various locations. Collaborate closely with Operations, Sales, Credit and Collections, Human Resources, and Transport Services to ensure exceptional service delivery to existing clients, foster new business opportunities, and cultivate a professional team atmosphere within the organization while addressing internal personnel matters.

KEY RESPONSIBILITIES:

  • Lead a team of customer service representatives, ensuring adherence to company standards, particularly regarding service quality.
  • Evaluate and review interactions between representatives and clients.
  • Keep representatives updated on modifications to company offerings.
  • Generate various reports utilizing Microsoft Office for customers or sales as needed.
  • Assist Sales Managers and Directors with assigned tasks.
  • Recruit and retain team members that align with the organizational culture and business requirements, aiming to provide top-tier client support in the industry.
  • Employ effective time management skills to meet the diverse demands arising from client needs.
  • Monitor and manage employee attendance and leave.
  • Oversee the training and development of Customer Service and Transportation Specialists.
  • Conduct staff meetings and conference calls as necessary.
  • Facilitate team meetings for training and updates.
  • Address and resolve any customer service-related issues as they arise.
  • Prepare margin reports for adjustments when necessary.
  • Ensure compliance with established Standard Operating Procedures (SOPs) for the department.
  • Maintain adherence to all relevant regulations.
  • Perform additional duties as assigned by management.

REQUIRED SKILLS AND QUALIFICATIONS:

  • Strong management and supervisory capabilities.
  • Ability to manage multiple tasks simultaneously.
  • Exceptional verbal and written communication skills.
  • Comprehensive understanding of customer service protocols and principles.
  • Detail-oriented and organized.
  • Proficient in resolving customer complaints while maintaining professionalism and composure.
  • Skilled in coaching and mentoring customer service personnel.
  • Proficient in Microsoft Office Suite or similar software.

PHYSICAL REQUIREMENTS:

  • Extended periods of sitting at a desk and working on a computer.
  • Ability to lift up to 15 pounds occasionally.

EDUCATION AND EXPERIENCE:

  • Bachelor's degree in business or a related field preferred.
  • A minimum of two years of management experience in an office environment or four years of customer service experience in Sales or Office Management.

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