Mgr., Associate Customer Care (MIS Evident)

Evident•Needham, MA

About The Position

At Evident, we deliver optical technology that pushes the limits of scientific discovery. Through advanced microscopy solutions, we help researchers and innovators illuminate the unseen. Evident supplies advanced solutions that help make the world safer and healthier. Committed to developing new technologies and delivering world-class customer service, our responsibility goes beyond manufacturing products—we are pioneers. For more information : https://www.evidentscientific.com/en/

Requirements

Associate degree in Business or related-field, or equivalent relevant work experience required.
Minimum 4 years in a customer service environment required.
Minimum 2 years as a people leader.
Positive coaching, mentoring and feedback to employees skills
Superior customer service and interpersonal skills with customer centric mindset
Strong leadership and decision-making abilities
Strong negotiation and relationship building skills to influence and affect results
Functional knowledge of complaint handling and resolution
Basic understanding of business concepts and good business sense
Strong attention to detail with excellent data analysis skills
Ability to multi-task prioritize accordingly and manage time effectively.
Positive outlook with the ability to promote teamwork and good working relations
Outstanding written and verbal communication skills.
Proficiency in CRM and ERP systems as well as in usage of Microsoft Office applications and e-mail.
Familiarity with continuous improvement programs (such as lean six sigma).

Responsibilities

Lead and supervise the Order Entry and Call Center teams making sure daily/monthly KPIs are met with customer centricity.
Be a key member of the Customer Care leadership team in driving continuous and metric-based improvement as well as collaborating and aligning with Sales & Marketing to achieve business goals.
When needed, this role can cover for the Manager, Customer Care & Sales Operations position.
The primary goal of this role is to achieve satisfaction with both internal stakeholders and external customers through his/her team’s efforts every day.
Lead, Train, Manage and participate with Order Entry teams to deliver superior order management/support for customers across all of the Americas including EUSA, ECAN, EMX and ELAM.
Lead Call Center agents to deliver superior customer service on phone system
Monitor and maintain the backlog of orders to ensure they are processed accurately and/or followed up on in a timely manner.
Establish and update SOPs for the team’s processes.
Monitor and follow up on all customer feedback provided through all channels.
Develop and maintain KPIs to measure team’s performance to drive improvement and assess team members performance.
Provide monthly reporting to management.
Process orders and maintain accurate records of customer accounts using all system tools.
Identify and drive continuous improvement projects to help make processes simpler and more efficient.
Recruit, hire and provide feedback training and coaching to Customer Service Representatives (CSRs) and other team members to ensure professionalism, efficiency and customer service levels are achieved daily.
Build strong relationships through open and interactive communication with customers (internal and external) this will require working with internal departments, such as Order Fulfilment, Planning, Manufacturing, Finance, and Shipping to ensure a streamlined workflow and enhance collaboration between all teams.
Resolve any escalation of issues in the functions covered by the role. Ensure timely follow up and resolution.
Work on special projects as necessary and other duties as assigned