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Customer Support Operations Leader

2 months ago

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

SUMMARY: Oversee the Customer Support Division with the aim of expanding services across multiple locations. Collaborate closely with Operations, Sales, Credit and Collections, Human Resources, and Transporters to ensure exceptional service to existing clients, drive new business growth, and foster a professional team atmosphere within Giant Cement Holding Inc.

KEY RESPONSIBILITIES:

  • Lead a team of customer service representatives, ensuring adherence to company standards, particularly regarding service quality.
  • Evaluate interactions between representatives and clients to ensure effective communication.
  • Keep team members updated on product and service modifications.
  • Generate various reports utilizing Microsoft Office as required by Customers or Sales.
  • Assist Sales Managers and Directors with assigned tasks.
  • Recruit and retain team members who align with the company's culture and business objectives, aiming to deliver top-tier client support.
  • Employ time management skills to handle the diverse demands arising from client needs.
  • Monitor and manage employee attendance and leave requests.
  • 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 price adjustments received from transporters.
  • Ensure compliance with established Standard Operating Procedures (SOPs) for the department.
  • Maintain adherence to all relevant regulations.
  • Perform additional duties as assigned by management.

ESSENTIAL SKILLS AND QUALIFICATIONS:

  • Strong management and supervisory capabilities.
  • Ability to manage multiple tasks effectively.
  • Exceptional verbal and written communication skills.
  • Comprehensive understanding of customer service practices and principles.
  • Detail-oriented and organized.
  • Proficient in resolving customer issues while maintaining professionalism.
  • Ability to mentor and guide customer service representatives.
  • Skilled in Microsoft Office Suite or similar software.

PHYSICAL REQUIREMENTS:

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

EDUCATION AND EXPERIENCE:

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