Customer Operations Manager

Bridgestone Corporation•Covington, GA

36d

About The Position

Assist with development of a corporate customer service policy and build a team to support, measure, and monitor the policy. Manages and coordinates activities of personnel engaged in processing orders and handling inquiries from customers, sales representatives and consumers.

Requirements

Bachelor's degree (B.A.) from four-year college or university; or one to two years related experience and/or training; or equivalent combination of education and experience.
Ability to read, analyze, interpret logistics regulations, company policies, and sales programs.
Ability to write reports, business correspondence, and procedure guidelines.
Ability to effectively present information and respond to questions from managers, other employees, customers, and territory sales managers.
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
Ability to calculate figures and amounts such as discounts, commissions, percentages.
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
Ability to define problems, collect data, establish facts, and draw valid conclusions.
Ability to interpret an extensive variety of instructions in mathematical written, verbal, or diagram form and deal with several abstract and concrete variables.
Ability to read, analyze, interpret logistics regulations, company policies, and sales programs.
Ability to write reports, business correspondence, and procedure guidelines.
Ability to effectively present information and respond to questions from managers, other employees, customers, and territory sales managers.

Responsibilities

Coach, motivate, train, develop and guide employee performance
Identify ways to streamline operations thru the use of technology, training and alternative methods of efficiency.
Monitor customer satisfaction thru phone, portals, and surveys.
Reviews customer orders for pricing, accuracy, and conformity to company policies.
Responds to questions about service and resolves complex customer related issues
Ensure adequate phone coverage daily
Determines and manages work procedures, schedules, and expedites work flow.
Knowledgeable on BSG products, processes, and promotions
Issues written and oral instructions.
Effectively maintains harmony among workers and resolves grievances.
Facilitate coordination and communication between support functions.
Prepares composite reports as needed.
Manages the Quality Assurance Report (QAR)
Audit errors and complaints to determine opportunities for improvement and implement corrective actions to achieve company goals.
Responsible for coordination with other department managers in matters concerning joint or cooperative efforts of departments to provide timely resolution of issues
Provides appropriate training to teammates where needed.
Perform Monthly Call Quality Reviews in accordance with Call Quality Standards and provide timely feedback
Improve processes and policies in support of organizational goals. Formulate and implement departmental goals, objectives and procedures to maximize output. Monitor adherence to rules, regulations and procedures.
Other duties may be assigned
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 work performance, rewarding and disciplining employees, addressing complaints and resolving problems.