Hymus, Job Title:* Part Time Customer Service Manager, Store Location:* Long Lake Road & Countryside Drive, Store Location:* Highway 416 & Highway 43, Store Location:* Carlton Trail & Territorial Drive, Store Location:* Highway 7 & Sinclair Avenue, Store Location:* 18Th Ave. East & 16Th St. East, (Hwy. Creates a process in place for ERP issues & back up of the CS team, Consistently demonstrates the Roche Core Competencies and People Leadership Commitments, Provides feedback and conducts performance reviews of employees, Minimum experience in the bank and project management for 8 years, Good communication and influencing skills, Responsible for hands on management of the 24x7x365 NOC; including daily work management, escalations, and compressive shift turnover assessments, Will provide team leadership for following established processes, procedures, ticketing, and escalation standards to ensure prompt resolution to issues, Work closely with internal support groups and external service providers to identify, resolve or coordinate the resolution of Infrastructure, Devices and Application issues, Lead the Incident Management process during outage/impairment situations, Communicate issues and incidents to all levels of the organization as required, Responsible for fault management, report generation, analysis and event notification of customer systems. Accounting & Finance. occurs, 20% Achieves customer service objectives by contributing customer service information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; resolving problems; completing audits; identifying customer service trends; determining system improvements; implementing change, 10% Accomplishes customer service human resource objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures, 10% Improves customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; determining root cause and corrective action, implementing changes, Minimum 8+ years of supervisory experience, Demonstrated ability to lead, coach, and develop people, Effective communication skills at all levels of the organization, Demonstrated experience participating and leading change efforts and promote a culture of employee engagement, Demonstrated track record in taking initiative, effectively navigating ambiguity, and handling multiple priorities simultaneously, Conflict management and resolution skills, Experience running a large customer service organization, Experience activating technology based solutions within a customer service organization, Operation is 24/7/365. This may include implementing new procedures that will serve as âcheck and balanceâ to eliminate further claims, Support to Facility Manager and Operations Manager, Manage the implementation of Unileverâs Supply Chain initiatives, including new technologies and capabilities, evolving terms-of-sale programs and pilot relationships, Champion customersâ key supply chain initiatives back to the business to improve mutual efficiencies and costs and provide new ideas or approaches to improve On-Shelf Availability (OSA/Perfect Store), Promptly respond to customer complaints and issues to optimize customer satisfaction, Develop and maintain a strong link with Customer Development Director and Vice President for the sector. Establishes relationships with internal and external customers to support the business strategy and its execution in co-ordination with the CS Team, Stakeholder Management: ensures the stakeholders in the chain are well informed & manage liaise closely with their teams to ensure the monthly and yearly targets are achieved in addition to optimal customer satisfaction, ERP & Interface Issues: Key player in the network setup with our hub in RDG & also with our 3PL. Manage and lead ACE activities for the department, Excellent written & verbal communication skills, Strong interpersonal and facilitation skills, Experience in quoting aviation related repairs, Participate in strategic and tactical planning activities to support achievement of sales and operational objectives, Manage customer service activities and offer customer order fulfillment support, Manage product pricing and customer quoting procedures, Promote accuracy and discipline in sales order processing function to support targeted objectives in order fulfillment performance, Identify opportunities for process improvements and develop systems and procedures to implement these improvements, Serve as liaison between Field Sales, Customer Service, Scheduling, Production and other functional personnel as required to support efficient and effective order fulfillment process and customer satisfaction, Direct and motivate through coaching, team concept and constructive feedback, Promote self-initiative and problem ownership for subordinates in addressing process gaps and improvement opportunities, Bachelor's Degree in Business Management, Procurement, Accounting, Logistics, or Manufacturing Operations from an accredited institution, Minimum of 3 yearsâ supervisory experience, Minimum of 3 yearsâ experience in customer service, sales or call-center environment, 10 years of prior management experience in customer-oriented environment, Prior experience with JD Edwards and Lotus Notes software, MVD and ADOT policies and procedures related to Driver Licenses, Title and Registration, Customer Service Operations, and other business areas, ARS, Title 28, Transportation laws, Arizona Administrative Code, and Division policies and procedures, Terminology related to Motor Vehicle Division, Principles and practices of effective organization and administration, Research and analysis of legislation and unique questions pertaining to statutes and administrative rules, Microsoft Office programs and MVD databases, Establish standard work processes and procedures, and continually evaluate them in order to improve unit performance and address customer needs, Lead a diverse group of people to accomplish goals, Observe and understand process and procedures, Effectively manage a program consisting of multiple work units, Minimum of 3-5 yearsâ people management/supervisory /performance management experience in a customer support/service environment, Strong preference for experience in a subscription software [SaaS] environment, Strong history of leading groups to exceed NPS, CSAT, and quality expectations, Service Level Agreement (SLA) management experience, Excellent written and oral communications skills (English), Cloud based support platform support background preferred, Previous experience in a live customer service environment (Live Chat and Inbound Phone), Strong Analytical Skills- previous experience identifying business trends and self-service opportunities (Strong Excel and other business analytics tools strongly preferred), Previous experience working with channel partners and or VARâs, Previous TEAM MANAGER experience in an inbound contact center, Intermediate skills: SalesForce.com (SFDC) - Experience running reports, building dashboards, accessing lead management and workforce management, Familiarity of Knowledge Center Support (KCS Practices) a plus, Bachelorâs degree from an accredited university or college (or a high school diploma/GED with experience in a project management position);or equivalent knowledge or experience, Experience in a project management, (pre)sales, engineering or manufacturing role, Project management experience working in a leaders role of implementing projects in a field environment, Willingness and ability to travel 65% of the time within the assigned region, Also to be able to speak fluently Dutch and English, Customer Service (CS) Team Management: is responsible for managing the Customer Service team on a day to day basis. Participate in induction meetings, Create customer invoice and update customer shipping instructions in SAP. Insurance is the subject matter of solicitation.Visitors are hereby informed that their information submitted on the website may be shared with insurers. Collect and compile data using daily/monthly operational reports and spreadsheets, Manage UK team post company integration, to work effectively as a unit, as well as synchronising their activities with our Global Customer Service team, Perform regular resource analysis and reviews of the EU CS organisation to ensure capacity needs are covered and the structure of the department allows for performance improvements, Monitor and deal with escalated Customer Service enquiries, complaints and negative feedback, analysing trends and putting solutions in place to stop recurring issues. Ground Floor, 123, Sector 44, Gurgaon - 122001, Haryana. Identify and resolve any personnel issues. Partner with Facility Manager to determine best process for resolving claim. Please tell us some things about yourself. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Focus team on monitoring changes in the market and customer base and implement effective marketplace responses, Determines customer service operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews, Maintains and improves customer service operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades, Accomplishes customer service employee performance objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures, Prepares call center performance reports by collecting, analyzing, and summarizing data and trends, Maintains professional and technical knowledge by tracking emerging trends in customer service operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies, Accepts ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments, Bachelorâs Degree (or equivalent work expereince and training) required, 5 years management experience in a customer service environment, Highly self-motivated with very strong project management and problem solving skills.