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Customer Service Operations Manager

2 months ago

Portland, Oregon, United States GAMPAC Full time

Location Requirement: Candidates must reside within a 50-mile radius of any GAMPAC facility in the West Region.

KEY RESPONSIBILITIES:

Team Leadership (30%):

Recruit and mentor new customer service representatives.

Provide ongoing feedback to team members to cultivate top talent while upholding our core values.

Deliver coaching, share best practices, and conduct training sessions. Identify individual development needs.

Set and review both quantitative and qualitative expectations continuously. Participate in regular performance evaluations.

Train and support team members to ensure their success in all aspects of their roles, including preparation for future opportunities.

Operational Management/Training (20%):

Oversee daily operations of the customer service team and its functions.

Plan, prioritize, and delegate tasks to ensure the team operates efficiently.

Monitor key quality metrics that assess the effectiveness of interactions between customers and service representatives. Evaluate team performance against key performance indicators (e.g., call volume, abandoned call rate, average handling time, escalations, response time).

Manage daily work schedules to ensure adequate coverage aligned with business needs and priorities.

Conduct capacity planning as necessary.

Continuous Improvement/Project Delivery (15%):

Develop and implement customer service strategies aimed at enhancing customer experiences, fostering sustainable relationships, and driving sales growth.

Participate in or lead projects aligned with functional objectives.

Ensure best practices for processes and technology within the customer service team.

Continuously seek opportunities for improvement, simplification, and automation of existing processes and reporting.

Provide strategic insights by analyzing data to identify trends and potential issues, and develop actionable recommendations.

Customer Retention (15%):

Address complex and escalated customer service issues, ensuring effective resolution of complaints.

Assist customer service representatives in escalating inquiries to appropriate internal functions.

Act as the primary liaison within the customer service team for chain customers, managing issue escalation, reporting, and training for new locations.

Sales Support (15%):

Identify upselling opportunities to support promotional initiatives.

Guide the team in executing broader sales-related projects.

Lead large-scale recovery efforts as needed.

Personal Development (5%):

Maintain and update your personal Individual Development Plan (IDP) and prepare for check-ins with leadership.

Engage in formal performance management programs.

Pursue additional learning and development opportunities.

SUPERVISION:

Oversee a team of Customer Service Representatives, managing a significant portion of order entry that contributes to annual sales.

RELATIONSHIPS:

Internal: Collaborate with customer service personnel, sales management, replenishment leads, pricing managers, and other relevant functions.

External: Engage with GAMPAC customers and vendors.

QUALIFICATIONS:

Education/Training: Bachelor's degree or equivalent combination of education and experience.

Experience: Minimum of five years in customer service and two years in a management role.

Knowledge/Skills/Abilities:

Exceptional verbal communication and interpersonal skills, capable of engaging with various stakeholders.

Strong leadership abilities, with a focus on team dynamics and the capacity to lead under pressure.

Advanced analytical skills, with the ability to develop innovative solutions.

Proficient in interpreting data and translating it into actionable strategies.

Superior organizational and time management skills.

Proven experience in customer service with strong customer-facing skills.

Advanced computer skills, including proficiency in Microsoft Office Suite.

Willingness to learn proprietary systems and adapt to new processes.

Flexibility to work weekends or holidays as required.

Ability to travel for training or business meetings as necessary.

COMPENSATION: Compensation will be commensurate with experience and geographic location, along with eligibility for an annual incentive plan bonus. Benefits include health insurance, retirement plans, paid time off, and other employee benefits.