Executive Customer Service

1. Key responsibilities

• Communicate, implement and interpret customer service policies and procedures.
• Develop, recommend, and coordinate the implementation of new procedures.
• Ensure the efficient utilization of customer service equipment (phones, computer terminals, etc.).
• Evaluate the effectiveness of customer service operations. Coordinate customer service function with other departments.
• Identify any customer concerns, investigate and resolve problems, and respond to customer inquiries.
• Oversee and conduct assessments of customer needs within assigned business, region or area.
• Champion customer needs and follow-up on customer inquiries
• Provide responsive order management support including order entry, or expediting and shipment information to customers.
• Provide quoted pricing and inventory information to customers.
• Proactively communicate supply chain issues and provide alternatives.
• Maintain high levels of communication within customer service team.
• Partner with Inside Sales to achieve sales goals.
• Actively participate in training to expand technical skills and improve services provided to customers.
• Schedule and organize personnel to accommodate anticipated workflow.
• Recommend corrective services to adjust customer complaints.
• Ensures projects are completed on schedule and within budget.
• Develop and administer budgets, schedules, and performance standards. Exerts influence in the development of overall objectives and long-range goals of the organization.

2. Management

• Train and provide development opportunities for staff. Ensure annual goals are complete and communicated. Ensure Global Performance Management System is up to date and regular feedback is provided to staff members.
• Monitor and evaluate team members, and adjust training where needed.
• Attract, retain and develop high potential talent.
• Model and promote the Corporation’s Code of Business Ethics and Values.
• Perform general management duties, exercising usual authority concerning staff, performance appraisals, promotions and terminations. Responsible for training and development of subordinate staff, estimating personnel needs, assigning work, meeting completion dates, interpreting and ensuring consistent application of organizational policies.
• Act as a team role model and change-agent.
• Positively lead and influence team members to partner together to achieve individual and business goals.