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Director of Customer Service & Business Partner Support (Call Center)
NPAworldwide Recruitment Network
NPAworldwide Recruitment Network
 
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Job Location: Lancaster, SC
JOB DESCRIPTION

Job #: 15472
Title: Director of Customer Service & Business Partner Support (Call Center)
Job Location: Lancaster, South Carolina - United States
Employment Type:
Salary: $75,000.00 - $105,000.00 - US Dollars - Yearly
Employer Will Recruit From: Nationwide
Relocation Paid?: Negotiable

WHY IS THIS A GREAT OPPORTUNITY?

We are looking for a Director of Customer Service & Business Partner Support who will be responsible for managing a Maryland and South Carolina Customer Service team by ensuring quality and efficient service in an incoming/outbound call center.

JOB DESCRIPTION

General Responsibilities:

  • Coaching and supervising employees in customer service and sales techniques and ensuring proper training is completed for all products and procedures
  • Generating regular statistics showing the quality and quantity of incoming and outbound calls
  • Working with internal departments to promote sales to new and existing customer accounts
  • Processing customer orders
  • Setting-up new accounts in FACTS (obtain required license vet professional or consumer professional.)
  • Processing and following up with trade show leads for veterinary and consumer division using Relationship Management (RM) in FACTS
  • Overseeing and processing return authorizations, check requests for return product, customer complaints, adverse events and/or sending product replacements following company policies and procedures
  • Processing and documenting information in the appropriate areas for the initiation of Suspected Adverse Events and Customer Complaints
  • Responding to the After Hours messages by answering questions and/or placing orders etc.
  • Processing Contact Us, store orders and Vet EZ store orders
  • Supporting special program requests such as IAADP, Guiding Eyes for the blind, NEADS, Guide Dog Foundation/Vet Dog and the Vet Student Program as needed
  • Conducting outbound telephone calls to develop direct account relationships
  • Providing product knowledge requests for both the Consumer and Veterinary division
  • Increasing sales by calling on new and existing accounts
  • Coordinating company sponsored events, trade shows and endorsed activities
  • Developing and maintaining a streamlined means of communicating with Sales Managers to support sales efforts
  • Providing the Sales Managers with support materials on an as needed basis
  • Maintaining contact information of distributor representatives provided by Sales Managers and ensuring distributor representatives are aware of current literature, premiums and in house programs
  • Assessing and arranging for services and support materials for trade show preparations and dinner meetings

Business Partner Support roles and responsibilities:

  • Ensure all orders are processed accurately and in the timeframe required to meet requested delivery dates.
  • Maintain working relationship with internal and external account managers, buyers and brokers.
  • Ensure all EDI invoicing is completed on time as required by the account guidelines.
  • Ensure the check register and sales analysis report are printed and exported to the proper departments internally.
  • Ensure all account return requests are processed within account specific guidelines.
  • Ensure all overage/shortages and damage claims are processed according to departmental guidelines.
  • Ensure all purchase orders are uploaded into UNFORM DAM database upon receipt.
  • Ensuring proper training is completed for all products and procedures.
  • Working with outside sales people and brokers daily to resolve account issues.
  • Develop working relationships with internal departments to maintain open lines of communications regarding changes that can affect order fulfillment.
  • Work to determine product allocations based on product releases or current product availability.
  • Notify Customer Service/Business Partner Support teams and Director when product availability is limited.
  • Monitor Order Status reports to ensure BPS reps are completing order fulfillment.
  • Work with IT to ensure they are informed of any issues regarding EDI processes.
  • Processing orders as necessary
  • Processing EDI invoicing as necessary.
  • Processing return authorizations, check requests for return product, customer complaints, adverse events and/or sending product replacements following company policies and procedures, along with monitoring BPS rep.
  • Processing and documenting information in the appropriate areas for the initiation of Suspected Adverse Events and Customer Complaints, along with monitoring BPS reps.
  • Provide or obtain consumer and veterinary product knowledge as needed to assist BPS rep and CS with questions as necessary.
  • Must be able to effectively communicate with other department and function within a team environment.
  • Perform other assigned duties as may be required in meeting company objectives
  • Regular attendance is required
  • Communicate effectively with other departments within the organization and function within a team environment.
QUALIFICATIONS

Minimum Requirements:
Must be detail oriented; possess exceptional telephone skills and written/oral communication skills. Strong interpersonal skills and the ability to work well in a team environment required. Applicant must be proficient in MS Office Suite

Education and Experience
This position requires a minimum of a high school diploma or GED, 4 year degree is preferred. Applicant must possess a minimum of five years of management experience in a professional customer service environment.

Supervisory Responsibilities:
Customer Service and Business Partner Support

Education:
High School/Secondary School


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