Customer Support Manager (onsite only)

VIVO•Goodfield, IL

5d•Onsite

About The Position

VIVO is a U.S. based company that designs, manufactures, and supplies a diverse selection of products across multiple unique product markets. We desire to create functional solutions that fit unsolved needs and better the experience of every customer we serve. Our dedicated team collaborates with factories around the world to design and build functional products of the highest quality materials. Products we supply and manufacturer include a vast range of computer monitor and TV mounts, TV carts, projector screens and mounts, height-adjustable desks, stand to sit desk mounts, computer cases, network cable and other miscellaneous categories. www.vivo-us.com

Requirements

3-5 years of Customer Support Management with a strong emphasis on technical skills and report management.
Strong attention to detail
Self starter

Responsibilities

Manage a team of customer service representatives
Develop internal policies and quality control procedures
Create strategies to improve the customer service process and develop greater efficiency
Ensure compliance with Amazon and other marketplace policies and metrics
Maintain an updated training guide and oversee training of new employees
Auditing of department metrics, monitoring trends and setting strategy to achieve best practice
Manage staff schedule and absences
Lead monthly department meetings and follow up action plans
Lead any program changes
Collaborate with other departments to the best experience for the customer
Assist with customers during times of high volume or absence