\u 25 CF Manage Customer Experience team daily activities, including but not limited to:\u 00 A 0\u 00 A 0 \u 00 A 0 \u 00 A 0\u 25 CB Timely order processing, confirmations, responding to requests for information regarding orders, product availability, and all other internal and external customer inquiries.\u 00 A 0\u 00 A 0 \u 00 A 0 \u 00 A 0\u 25 CB Use and promote proper telephone and email etiquette to answer calls and emails in a timely, polite, and professional manner\u 00 A 0\u 00 A 0 \... more details
HYBRID ROLE BASED OUT OF OUR CLIFTON OFFICE
Job Purpose:
Our Customer Service Team Manager will manage an assigned Customer Experience team that includes evaluation, coaching, training, development, and staffing to ensure operational excellence. This role will work closely with the Customer Experience team, Sales Reps, and customers to ensure customer expectations are met and continually strives to improve the customer experience.
Job Responsibilities:
\u25CF Manage Customer Experience team daily activities, including but not limited to:\u00A0
\u00A0 \u00A0 \u00A0\u25CB Timely order processing, confirmations, responding to requests for information regarding orders, product availability, and all other internal and external customer inquiries.\u00A0
\u00A0 \u00A0 \u00A0\u25CB Use and promote proper telephone and email etiquette to answer calls and emails in a timely, polite, and professional manner\u00A0
\u00A0 \u00A0 \u00A0\u25CB Resolve escalated issues by working effectively with all other departments including Sales, Operations, Finance, etc.
\u00A0 \u00A0 \u00A0\u25CB Coach the team on preventative steps to take in the future\u00A0
\u25CF Staff Customer Experience team to meet business needs by utilizing the available reporting tools to review workload to ensure a balance between customer experience professionals\u00A0
\u25CF Coach, counsel, and discipline employees as necessary, including but not limited to:\u00A0
\u00A0 \u00A0 \u00A0\u25CB Responsible for written appraisals, growth, and development\u00A0
\u00A0 \u00A0 \u00A0\u25CB Implement and train on new processes, policies, and products\u00A0
\u00A0 \u00A0 \u00A0\u25CB Ensure the Customer Experience team is using all available Veritiv tools\u00A0
\u00A0 \u00A0 \u00A0\u25CB Create, monitor, and review Customer Experience team and individual goals\u00A0
\u00A0 \u00A0 \u00A0\u25CB Lead team through change\u00A0
\u25CF Maintain open lines of communication with internal and external customers by monthly calls with sales management and top accounts\u00A0
\u25CF Assist with the recruitment, interviewing, and selection of new hires within the department
Additional Responsibilities & Qualifications:
\u25CF Ability to work without supervision and provide technical guidance when required on\u00A0
planning, organizing, prioritizing, and overseeing activities to meet business needs
\u25CF Must be able to lead a team and influence development
\u25CF Excellent computer and technical skills\u00A0
\u25CF High Integrity
\u25CF Requires extensive knowledge of company products and procedures
\u25CF Decision-making skills and independent judgment
\u25CF Ability to manage conflict
Salary Range: $91,700 - $101,900
Work Experience:
\u25CF 1-3 years of related experience of successful supervisory/management experience required to motivate and develop direct reports, as well as size up new talent.
\u25CF 5-10 years of related job experience.
\u25CF Ability to work quickly and efficiently.
\u25CF Excellent verbal, written, people, and diplomacy skills are required.
\u25CF Experienced in providing leadership to others regarding work related systems, processes, and challenges.
\u25CF Proficient with Microsoft Office Suite.
\u25CF Strong customer service skills (friendly, courteous and helpful).
Education:
\u25CF Bachelor"s Degree Preferred
What We Offer
\u25CF Engaging and inclusive culture with employee lead Employee Resource Groups, Veritiv Cultural Alliance, recognition platform, etc.
\u25CF Extensive training opportunities, professional development programs, career pathing, and mentorship opportunities.
\u25CF Collaborative atmosphere with our customers and suppliers to create healthier, safer and more sustainable communities through our responsible operations and innovative solutions.
\u25CF Healthcare benefits and 401k with match start date of hire, paid time off and parental bonding time, tuition reimbursement, annual Profit-Sharing Program and much more! Learn more here.
Veritiv Corporation, headquartered in Atlanta, Veritiv is a leading provider of design-to-delivery packaging, print, and facility solutions. With a diverse team and global reach, we\u2019re helping businesses cut costs, reduce waste, and improve efficiencies that make doing business easier. For more information, visit www.veritiv.com and connect with the Company on LinkedIn.
Veritiv is an Equal Opportunity/Affirmative Action employer.
EEO Policy US | EEO Policy Mexico
This description does not attempt to define the job"s essential functions as defined by applicable disabilities law.
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