CUSTOMER CARE MANAGER
Dead Line: April 30, 2022
- Manage Supervisor and Customer Care Representatives for daily activities, including, but not limited to: order entry, answering phones, processing Salesforce cases.
- Take action when escalation from CC team is required; must demonstrate an aptitude to learn the business quickly to support the team in this capacity.
- Maintain and monitor Key Performance Indicators as mentioned above.
- Liaise between Sales and Customer Care to continue to develop an account team mentality across functions.
- Mentor and train team members to learn customer accounts beyond order entry. Customer Care Representatives should ultimately be able to anticipate customers’ needs before customers have to ask.
- Facilitate cross-training opportunities within the Customer Care team to better support the overall business, and to support the commercial team’s initiative to cross-sell product lines to their customers.
- Analyze Salesforce cases to identify patterns and root causes to help put business measures into place to reduce the number of cases.
- Standardize order entry processes to drive more consistency and to enable additional cross-training opportunities.
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