Service Operations Manager

6 days ago


Milwaukee, Wisconsin, United States Direct Supply Full time
Job Summary

We are seeking a highly skilled Operations Specialist to join our team at Direct Supply. As a key member of our service delivery team, you will be responsible for providing exceptional customer service and ensuring seamless operations.

Key Responsibilities
  • Customer Service: Respond to incoming requests from external customers and service providers, diagnose customer needs, and verify solutions with various service providers.
  • Service Delivery: Set and maintain clear expectations for service provider performance, create high-quality documentation of actions, service level agreements, and customer expectations.
  • Relationship Building: Develop and maintain relationships with Service Provider contacts, act as a customer advocate and escalation point for issues, and collaborate with cross-functional teams to eliminate service delays.
  • Process Improvement: Analyze ticket trends to enhance services and reduce overall service times and costs, and initiate process improvement strategies.
  • Training and Development: Provide training and mentoring to new hires and contribute to special projects as assigned by leadership.
Requirements
  • 2+ years of previous customer-service experience
  • Experience with ticketing software
Preferred Qualifications
  • Bachelor's degree


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