Manager, Customer Operations

AeroSafe Global • Rochester, NY

8d • Onsite

About The Position

The Customer Operations Manager is responsible for on-boarding new customers and maintaining service levels for existing and new services offered to AeroSafe customers. Working cross-functionally with account management, return logistics, supply chain operations, and the digital technology teams, this role will ensure that operational processes are being executed and ongoing communication is occurring with customers regarding cold chain intel services. They are the primary interface for external customers to answer questions, expand services, and ensure high customer satisfaction as well as oversee customer service representatives who are engaging with end-users.

Requirements

• Customer focus & service orientation
• Excellent analytical, mathematical, and creative problem-solving skills
• Experience with databases, data extraction, and analysis
• Ability to learn new technology and platforms
• Proficiency with Microsoft Office applications
• Excellent listening, interpersonal, written, and oral communication skills
• Logical and efficient, with keen attention to detail
• Highly self-motivated and directed
• Ability to effectively prioritize and execute tasks while under pressure
• Cross functional leadership to drive results
• Process development and training experience

Responsibilities

• Respond to customer questions in a timely and accurate way regarding services and reports.
• Identify customer needs and assist customers use in program services.
• Perform product demonstrations & onboarding for new customers, staff, and other stakeholders.
• Develop reporting & communication process for customer service team to execute.
• Engage with supply chain operations and return logistics resources to ensure that customer services are being delivered to customer’s expectations.
• Identify new opportunities and collaborate with marketing/digital services regarding service enhancements to increase revenue or improve customer satisfaction.
• Work with technology partners to understand product platforms and interfaces.
• Responsible for daily/weekly reporting metrics related to cold chain services.
• Deliver the highest level of customer services daily.
• Solve daily issues associated with platform or communications that may arise.
• Multi-task competing priorities in a professional and efficient manner.
• Deliver the highest level of Customer Service daily

Benefits

• employer contributions toward medical coverage
• vision insurance
• 401(k) retirement savings plan
• Dental insurance
• Life and AD&D insurance
• Accident Insurance
• Critical Illness Insurance
• Hospital Indemnity Insurance
• Flexible Spending Accounts (FSA)
• Health Savings Account (HSA)
• Paid Time Off (PTO)
• 10 Paid Holidays annually

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed