Customer Service II (Commercial)

Summary:

Guide and direct Commercial Customer Service toward achieving established departmental goals.

Essential Duties and Responsibilities include the following:

* Ensure the customer service team has excellent communication, professional phone etiquette and problem solving skills for achieving customer expectations.

* Ensure customer inquiries and concerns are resolved in a timely and professional manner.

* Provide supervision and assistance to the customer service team to attain departmental and company defined goals.

* Train customer service team to deliver world class service using established work instructions along with Mannington LMS provided communication and soft skills training courses.

* Assist department manager in perform weekly reviews with associates not meeting established order accuracy and time management goals.

* Assist department manager in monitoring business and process metrics to ensure customer service effectiveness using established KPI's:

• Call and email metrics.
• Order and Line volume metrics
• Claim validation
• Monitor Customer Service Representatives for quality assurance compliance

* Overtime is/may be required

* Other duties as assigned

Supervisory Responsibilities

Directly supervises Commercial Customer Service Sample Order Entry team. Supervises the Commercial Direct Customer Service team in the absence of the department manager. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Competencies To perform the job successfully, an individual should demonstrate the following competencies:

• Must have excellent verbal and written communication skills.
• Must be a self-starter and work with minimum supervision.
• Must be able to respond to time-sensitive situations with a sense of urgency.
• Must be detail oriented.
• Must have excellent administrative skills.
• Must have strong interpersonal skills.
• Must have multi-tasking abilities to prioritize and meet deadlines.
• Must have excellent problem-solving skills.
• Must have the ability to be persistent and tactfully pushy.
• Must be able to manage confidential information.
• Must be courteous and professional.

Qualifications To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

Language Skills

* Must be able to communicate with Management, Sales Force, and Customers.

* Must have excellent telephone etiquette.

* Must be professional in all communications.

Mathematical Skills

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.

Reasoning Ability

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Computer Skills

To perform this job successfully, an individual should have knowledge of Microsoft Word; Excel; PowerPoint; Outlook; etc. SAP experience preferred.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly required to sit and talk or hear. The employee is occasionally required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms; climb or balance and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually quiet