About the Role
Responsibilities
- Responsible for the day-to-day operations of a team of representatives handling customer service requests and issues via the telephone and email primarily involved in quoting, order maintenance, and problem resolution.
- Conducts quality monitoring of calls and emails.
- Reviews reporting to identify performance gaps.
- Provides coaching and feedback to increase representative performance.
- Handles personnel activities, including hiring, training, development, payroll, corrective action, and evaluation of performance.
- May occasionally assist the team with quotes or order maintenance.
- Handles customer escalations and follows through to resolution.
- Acts as a liaison between sales and customer service.
- Supports the sales staff through regular meetings and communication.
- Ensures departmental profit goals and operating costs are attained.
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