Customer Care Manager

posted:
Location
Middleton, Wisconsin
Industry
Customer Service & Call Center (Office and Administrative Support Occupations)
Job Type
Full-Time
Working Hours
8:00 AM - 5:00 PM
Salary
US$ 70,000 - US$ 90,000 per year
Ref. Number
S_33645
Contact
Hennen, Grace, Spherion
Phone
608-274-6000
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Job Description

Create and coordinate training programs that allow for professional development covering policies, procedures, product features/benefits, product liability, customer care and computer related enhancement for the department.

Responsibilities:
- Ensures that mail, Internet communications and telephone communications are answered properly and in a timely manner to promote a world-class customer service call center.
- Troubleshoot and resolves non-routine customer complaints. Properly resolves customer issues, adjusts errors and recommends corrective actions relative to customer complaints.
- Work closely with managers in other departments such as Sales, Marketing and R&D to allow the department to excel at improving pre/post sales support and customer service. Liaison with Finance on customer credit cards and payment plans.
- Develop, maintain and ensure compliance of both corporate and departmental policies and procedures for the department to include attendance, order processing, shipping, billing, credits and customer care.
- Develop, standardize and/or improve department procedures to improve the efficiency of the department. Establish goals, monitor performance and distribute measurements. Tracks data to compile work volume statistics for continuous improvement.
- Develop an in-depth awareness of respective product brands including basic characteristics, features and related areas; as well as the order flow process in Oracle.
- Develop and monitor departmental annual operating budget.
- Assure compliance with FDA Quality System Regulations (QSR), Good Manufacturing Practices (GMP), and ISO regulatory requirements.

Working hours: 8:00 AM - 5:00 PM

Skills:
- Experience analyzing data and ability to develop, articulate, and promote that into a vision. Ability to compute common business figures such as percentages, discounts, ratios, etc and draw and interpret charts and graphs.
- Demonstrated experience as a thought leader.
- Ability to define problems, collect data, establish facts and draw valid conclusions.
- Ability to write reports, business correspondence, and procedures. Ability to effectively communicate and present information in one-on-one and small group situations to customers, clients and other employees of the organization.
- Computer literate with experience in MS Word and Excel.
- Experience in order processing systems.

Education:
Bachelors

Experience:
10+ years

Qualifications:
- 5 years customer service management in a high volume call center.
- 5 years strong leadership skills ? exhibits the ability to communicate effectively and motivate personnel to achieve organizational goals. Ability to select, train and develop quality employees, while promoting teamwork and building and maintaining high morale.
- 5 years working with an ERP system. Oracle preferred.


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Spherion has helped thousands of people just like you find work happiness! Our experienced staff will listen carefully to your employment needs and then work diligently to match your skills and qualifications to the right job and company. Whether you're looking for temporary, temp-to-perm or direct hire opportunities, no one works harder for you than Spherion. EEO Employer: Race, Religion, Color, National Origin, Citizenship, Sex, Sexual Orientation, Gender Identity, Age, Disability, Ancestry, Veteran Status, Genetic Information, Service in the Uniformed Services or any other classification protected by law.

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