CSS - Customer Service 3 - HOU
About The Position
Responsible to drive customer satisfaction through the ownership of daily execution for designated branch, including Customer Service, Technical Support, Onboarding, order delivery, and warehousing. Produce regular status reports that are audience appropriate to communicate with internal stakeholders. Lead challenging projects with multiple workflows, with internal resources and third parties/vendors for successful execution. Ensure all project activities and deliverables are completed on-time, within scope and budget. Drive training & change management. Speak with customers that require high-level escalation. Capture and report data measuring CS practice KPIs across departments. Capture and report data Customer Health scoring and CSS focus. Proactively manage resource plan to ensure resource availability and allocation. Develop and maintain detailed project plans to track and report progress. Partnering with leadership on business forecasting and KPI reporting so we always know where we are relative to our goals. Daily, weekly, monthly retention reporting for all of our key business units, down to the individual level. Developing a full understanding of our customer health so we can detect early warning signs of churn, find the ideal onboarding process, and identify upsell opportunities. Managing customer distribution and capacity planning across the team to ensure the best possible experience for our customers. Partner with CS Leaders to understand their teams, business units, and goals. Learn all of the existing systems, routines, and cadences that drive our Customer Teams. Examine and understand the full customer lifecycle of customer. Other duties as assigned.
Requirements
- High school diploma or GED and 2-5 years related experience, with at minimum 2 years of having direct supervisory experience.
- Knowledge of Microsoft Office/Outlook/ Warehouse Management System (WMS).
- Have excellent oral and written communication skills.
- Ability to create and maintain professional relationships within all levels of the organization (peers, work groups, customers, supervisors).
- Detail oriented with excellent follow-up practices.
- Must be able to be professional at all time and flexible with changing situations.
- Upholds organizational values.
Nice To Haves
- 3PL experience preferred.
- Experience in distribution/fulfillment environment is preferred.
Responsibilities
- Drive customer satisfaction through the ownership of daily execution for designated branch, including Customer Service, Technical Support, Onboarding, order delivery, and warehousing.
- Produce regular status reports that are audience appropriate to communicate with internal stakeholders.
- Lead challenging projects with multiple workflows, with internal resources and third parties/vendors for successful execution.
- Ensure all project activities and deliverables are completed on-time, within scope and budget.
- Drive training & change management.
- Speak with customers that require high-level escalation.
- Capture and report data measuring CS practice KPIs across departments.
- Capture and report data Customer Health scoring and CSS focus.
- Proactively manage resource plan to ensure resource availability and allocation.
- Develop and maintain detailed project plans to track and report progress.
- Partnering with leadership on business forecasting and KPI reporting so we always know where we are relative to our goals.
- Daily, weekly, monthly retention reporting for all of our key business units, down to the individual level.
- Developing a full understanding of our customer health so we can detect early warning signs of churn, find the ideal onboarding process, and identify upsell opportunities.
- Managing customer distribution and capacity planning across the team to ensure the best possible experience for our customers.
- Partner with CS Leaders to understand their teams, business units, and goals.
- Learn all of the existing systems, routines, and cadences that drive our Customer Teams.
- Examine and understand the full customer lifecycle of customer.
- Other duties as assigned.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
