Responsible for handling the daily (routine) management of customer service representatives. Accountable for ensuring that the customer service operation runs smoothly, and for guiding and directing the daily activities of customer service personnel. Works directly with customers when necessary. Facilitates open communication between all departments within branch location service, warehouse, sales, and engineering.

OBJECTIVES

• Maximize customer satisfaction by ensuring that the customer service team provides outstanding customer service. Monitor follow-up to major customers and ensure open communication.
• Maximize contribution margins at the customer accounts serviced.
• Ensure smooth day-to-day operation of the customer service department.
• Manage annual departmental expenses within approved budget.

PRINCIPAL RESPONSIBILITIES

1. Approach--act as team leader for customer service personnel at the assigned location.

• Effectively align customer service representatives with accounts to be serviced
• Provide ongoing supervision, training, coaching and overall direction to ensure work is completed accurately and timely
• Conduct periodic performance reviews with customer service representatives

1. Knowledge of the Customer--develop knowledge of the customer accounts serviced, specifically:

• Overall understanding of the buying process and business process for major customers
• Identification of key contacts at major customers
• Identification of critical issues at major customers and knowledge/support of plans to ensure customer satisfaction

1. Internal Know-How--demonstrate broad understanding of SunSource's customer service functions, processes and tools, and their impact on other SunSource departments. Be able to:

1. Process orders
2. Process returns
3. Navigate Trend system
4. Interpret pricing structure
5. Utilize support systems
6. Interpret and ensure proper execution of policies
7. Process quotes

1. Resource Management--demonstrate ability to communicate and coordinate efforts effectively with all SunSource departments to ensure that internal and external customer issues/concerns are resolved in a timely manner.
2. Technical Competence--demonstrate broad understanding of SunSource technology/service offerings and attain a passing score on the related proficiency test; also demonstrate advanced knowledge of SunSource conversion capabilities.