DUTIES AND RESPONSIBILITIES

• Manage day-to-day operations in the customer service department including supervising, training, team member development, attendance and disciplinary matters of all inside sales team members
• Plans, organizes, directs, and controls operations of the department and it’s structure
• Hire and oversee training of current and new Inside Sales team members
• Analyzes workflow and assignments to ensure operations run efficiently
• Provides direction to staff members in resolving conflicts which arise with internal or external customers
• Manage several key accounts
• Assess service statistics and prepare detailed reports to leadership
• Staying current on the latest industry trends and techniques
• Solicit feedback on department service levels and implement solutions to address issues
• Adapts departmental plans and priorities to address resources and operational challenges
• Review and develop customer satisfaction goals and coordinate with the team to meet them on an ongoing basis
• Establish department priorities.
• Understand the corporate culture, policies, and goals, and take measures to implement these into daily work routines
• Fully review all processes and workflow executed by the Department and keep documentation updated
• Monitor Zoom Call Log data for capacity-planning and troubleshooting
• Regularly report statistical data, trends, significant events and milestones to the Sales Support Manager.
• Coordinate with the Sales Support Manager on the tracking of impacting field-issues, subsequent product-modifications, and documentation of remediations.
• Enforce departmental best-practices, documentation, and customer-interaction guidelines.

QUALIFICATIONS AND COMPETENCIES

Required

• 4 Year Bachelores Degree or equivalent combination of education and experience.
• Excellent organizational skills and ability to multi-task
• Ability to work independently, set and meet own deadlines
• Ability to work well with all levels of management and support staff
• Able to defuse conflicts among team members
• Experience with Microsoft Office & Customer Service Software
• Thrives in a fast-paced client driven environment
• Strong problem-solving skills
• Ability to work effectively under pressure
• Demonstrated track-record of technical support / customer service experience in a leadership or management role.
• Excellent verbal and written communications skills, including conflict-resolution, product documentation, staff training and general, public-facing technical support.
• Experience with overseeing, mentoring, and training a team of technical/customer Support personnel.
• Excellent, interpersonal skills with external customers and internal employees.
• Proven ability to effectively monitor the department’s operational statistics and coordinate future needs and expansion
• The ability to Coach and develop people and provide relevant feedback

Desired

• Automotive and/or auto electronics industry experience is a big plus
• Experience with resource-planning for a Customer Support team
• Prior experience with CRM

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by a Team Member to successfully perform the essential functions of this job.

Office: While performing the duties of this job, the team member is regularly required to talk or hear. The team member frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms.