Truth
Regional Customer Service Manager
|DEPARTMENT: Sales |LOCATION: West Region |
|REPORTS TO: Sr. Director, Sales & Marketing Operations |FLSA STATUS: Exempt |
|POSITION PURPOSE: |
|The Regional Customer Service Manager (RCSM) plays a critical role in ensuring consistent value delivery when the customer engages any touch |
|point within the organization. Through continuous enhancement of processes and ongoing development of human resources, the RCSM will drive |
|AmesburyTruth’s continued prominence as a market leader, delivering value to our customers every day. A key component of the customer service |
|department is acting as the initial point of contact with the customer and it is essential that we consistently portray ourselves as one |
|AmesburyTruth during these engagements. Furthermore, the RCSM is instrumental in understanding and disseminating the voice of customer |
|throughout the AmesburyTruth organization, thus mitigating risk associated with dissatisfied customers and their potential migration to the |
|competition. |
|ESSENTIAL DUTIES & RESPONSIBILITIES: |
|People: |
|The recruitment and retention of a best in class customer service department within their respective region |
|Talent recognition and succession planning |
|Continuous improvement training fostering a culture based on individual and team development |
|A calibrated performance management process that allows consistent evaluation of team members performance across all regions |
|Provide regular and timely feedback to Regional Sales Directors regarding our outside sales personnel’s skills and abilities. This information |
|will be utilized by the RSD in the development of the TSM’s professional development plans. |
|Work collaboratively with your peer to ensure there is uniformity in processes and performance measures across our enterprise. |
|Process: |
|Identify gaps in current processes and develop solutions that can be consistently operationalized throughout the entire CS organization |
|Develop metrics to evaluate and measure customer satisfaction including reporting gaps and participating in corrective action. This includes |
|but is not limited to shipping performance, returns/credits, complaints and customer surveys. |
|Assist in new process implementation and enforce new policies and procedures to quickly advance organization as it evolves |
|Assess current tools and make suggestions where new and improved tools can create superior efficiency and effectiveness |
|Consistently challenge the organization on how we can create perceived value to the customer both in repetitive and incremental fashion |
|Collaboratively work with procurement and operations to identify fluctuations in demand that could impact forecasting and production efforts |
|Develop all metrics that should be utilized to critically and objectively evaluate the performance of the CSRs and the CS organization |
|Assist in managing customer service issues when necessary |
|Travel facilities managed with a regularity that provides clear perspective on all responsibilities and a clear framework for action against |
|all expectations for that particular facility |
|Product/Markets: |
|Evaluate usage patterns of current product portfolio and call out departures from the norm to operations and supply chain to assist them in |
|their forecasting efforts. When possible establish root cause analysis driving these deviations |
|Gather insights and perspective from the customer regarding current product portfolio; specifically the utility and level of innovation that is|
|necessary to remain at a comparative advantage |
|Provide insights to CFBUs that allow them to understand where products are in their product lifecycle, or where we need to be from an |
|innovation standpoint |
|Identify and disseminate White Space Opportunities to CFBUs and Field Sales |
|Gather competitive pricing information and deliver insights to pricing manager |
|Through cross functional training, develop a working knowledge of products across the enterprise in order to support company strategies |
|throughout the organization |
|KNOWLEDGE/SKILLS/ABILITIES: |
|Outstanding listening skills |
|Exceptional ability to drive key initiatives to successful outcomes in a fast moving environment |
|Demonstrable strategic and analytical skills. |
|Accuracy and attention to detail, good organization and planning skills, |
|Team player with leadership, drive and exceptional verbal, written and telephone communication skills |
|Extremely knowledgeable in Microsoft Office, especially Excel |
|QUALIFICATIONS / PRIOR EXPERIENCE: |
|Bachelor’s Degree preferred not required |
|5+ years of management experience |
|Demonstrated success in leading a customer focused team is preferable |
|Proven capabilities to develop and maintain high-level relationships with customers and all levels of management |
|Travel Required is 25 - 35% |
The above statement reflects the general details considered necessary to describe the principal functions of the job identified, and shall not be construed as a detailed description of all the work requirements that may be inherent in the job.
Please send resumes to Maren Skroch at mskroch@ by August 14th
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