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Customer Support Operations Leader

2 months ago

Hopkinsville, Kentucky, United States White Full time

We empower our workforce to shape a brighter future by adhering to safety protocols, addressing intricate challenges, fostering ongoing enhancement, and promoting inclusivity. Every contribution and every perspective is valued.

POSITION SUMMARY:

This role encompasses a wide array of responsibilities aimed at ensuring effective customer support. It includes addressing customer concerns, guiding and nurturing customer service agents, guaranteeing precise and prompt order fulfillment, and collaborating with operations coordinators. The position also emphasizes the importance of quality assurance and continuous improvement, maintaining customer information, and encouraging constructive communication with stakeholders.

KEY RESPONSIBILITIES:

1. Take responsibility for customer inquiries and ensure they are resolved satisfactorily.

2. Guide and mentor customer service agents, creating an environment that encourages growth and success.

3. Act as the primary contact for escalated order issues from customers.

4. Collaborate with customer service representatives to ensure that orders are processed accurately, promptly, and completely.

5. Establish and maintain effective communication with Account Managers and other team members, as well as internal and external customers.

6. Coordinate with operations planners regarding any modifications in customer needs, new offerings, and the discontinuation of existing products.

7. Advocate for quality assurance and continuous improvement initiatives.

8. Develop or revise standard operating procedures to enhance the efficiency of customer service operations.

9. Assist sales and marketing teams with the maintenance of customer master data.

10. Engage and communicate with both internal and external personnel in a positive and approachable manner.

QUALIFICATIONS:

A Bachelor's degree is required; a Master's degree is preferred.

Preferably, candidates should have five years of experience in a customer service capacity, with at least three years in a leadership role, and experience in Demand Planning or Order Management within a multinational organization.

Approach all tasks and interactions with a constructive and proactive mindset.

Strong verbal and written communication skills, along with organizational capabilities and a diligent work ethic, are essential.

Proficiency in Microsoft Office Suite (including Outlook, Word, Excel, etc.) is required.

Demonstrated knowledge and experience with SAP and ERP business systems are necessary.

Critical thinking skills, collaborative spirit, and the ability to build positive relationships with all team members, regardless of their location, are vital.

A service-oriented approach is crucial for establishing trust and strong connections with customers.

Effective time management and the ability to adapt to evolving business requirements are imperative.