Provide supervision and technical assistance to customer service team to attain departmental and organizational goals. Ensure customer complaints are resolved in a professional manner.
Determine work procedures, work schedules, and workflow for customer service staff. Monitor business and process metrics to measure and manage customer service effectiveness.
Conduct meeting with Managers to discuss about process improvements and issues. May assist higher level supervisor.
MAJOR JOB DUTIES AND RESPONSIBILITIES (List in order of importance)
Overall responsibility for Customer service associate performance improvement to meet agreed upon productivity and quality objectives.
Responsible for Customer Service associate development.
Manages associate hiring, retention, progressive disciplinary process and terminations as necessary.
Lead focus teams and pilot projects on areas of improvement. Leads and participates, assists and represents customer service on process improvement initiatives, such as Kaizen, OLE projects, etc.
May take the lead on smaller projects or portions of significant projects.
Manages Customer Service representative and Team Lead training and coaching.
Monitors and maintains daily workflow / service levels / activities within the center.
Supports quality monitoring program by performing monthly QM assessment, reviewing for trend and improvement opportunities, and providing monthly CCX coaching sessions.
Interacts with multiple departments to ensure cooperation in order to meet the needs of the customer.
Makes presentations and represents customer care at various interdepartmental and sales meetings
Attends conferences and trade association meetings and reports back on best practices, benchmarking, etc .
Manage system failures and outages; working with IS and Customer Service teams minimizing loss of productivity and customer disruption.
Support business needs, when necessary, as part of the business continuity plan; temporarily manage daily business needs during business continuity event to minimize customer interruptions.
May represent Customer Service during customer audits and visits.
Handles most complex escalated calls, complaints, questions and queries as necessary. Researches the most complex customer issues, determining the cause of the problem.
Follows up with the customer, sales, and appropriate parties to ensure sales are maintained.
Responsible for maintaining personnel records including performance and attendance.
Adheres to and ensures team upholds all safety rules.
Responsible for following and enforcing building procedures.
Performs other duties as assigned.
QUALIFICATIONS (Education / Training, Experience and Certifications)
College degree (preferred) or equivalent / applicable experience
3-5+ years applicable experience in a customer relationship type role; (sales, military, call center, etc)
2-3+ years experience with Avantor preferred
1+ years leadership experience
KNOWLEDGE SKILLS AND ABILITIES (Those necessary to perform the job competently)
Ability to lead individuals and manage Avantor processes to ensure that customers receive a quality customer experience when they interact (calls / emails / click-to-chat) with an Avantor Customer Service Representative at the location
Knowledge of Avantor Systems, processes, and company resources; advanced PC skills and strong knowledge of SAP
Ability to handle high profile issues, complex customer situations, and escalated customer calls; maintain composure and positive attitude at all times.
Must be confident and strong decision maker with ability to balance customer needs vs. company objectives
Resourceful to be problem solver and process improver
Excellent communication skills, both verbal and written
Strong leadership, coaching, and mentoring skills
Ability to drive results and manage multiple priorities in a fast-paced and complex environment
Exceptional analytical and problem solving skills
Strong time management and organizational skills; ability to prioritize effectively
Must be a team player and be able to work with members of the immediate team, as well as, employees outside the organization, while demonstrating the ability to work independently.
Must be comfortable working in a matrix environment
Must be customer and sales focused
Must be able to maintain confidentiality