Team Leader Customer Experience - PCC

Connection•Wilmington, OH

3d•$58,000 - $73,563

About The Position

Team Leader Customer Experience Working under supervision of the Manager, Customer Experience (CX) relying on experience and judgement to plan and accomplish goals, the Team Leader, CX is responsible for supervising the daily operations of the assigned Customer Experience team members and multiple projects. The Team Leader supports Sales, PMO and other internal teams and customers by managing the production related aspects of orders that require value added services, expedited processing, and special-order handling. The Team Leader deals with situations of a varied and possibly complex nature requiring a wide range of process knowledge, advanced problem solving and interpersonal skills to assist Coordinators and end users. The Team Leader assists with the creation of process and procedure documentation providing training on changes. The Team Leader acts as a link between CX or Client Engagement and Product Management, Technical Services, Production, Quality, all other areas of the Technology Integration and Distribution Center (TIDC), as well as other corporate departments such as Purchasing, Customer Care, and Finance. The Team Leader provides Tier II department & sales support to resolve complicated order issues; coordinates employee training, coaching and development; serves as a champion for overall department quality; promotes safety awareness; supports incidents (as applicable), order management best practices & internal audit controls within the scope of department processes. What We Do We calm the confusion of IT by guiding the connection between people and technology. If a customer is looking for a better way to manage their warehouse inventory, equip their workforce, or secure their data, we make it happen. All it takes is finding the right combination of tech hardware, software, cloud solutions, and support services. That’s what we do. We’re the IT Department’s IT Department. Who We Are Our team is made stronger by a multitude of backgrounds, experiences, and perspectives. It’s what makes Connection unique—what drives us to innovate and create technology solutions that stand apart from the crowd. We’d love for you to be a part of that fabric, to share your ideas and experiences with a team that thrives on fresh thinking, creativity, and helping others.

Requirements

Bachelor's Degree or the equivalent combination of educatio and work experience
Attention to detail in composing, keying, and proofing professional emails, business materials and standard procedure documents.
Strong working knowledge of Microsoft products (Windows, Word, Excel, PowerPoint, OneNote, Teams), and other technology such as File Maker, Incident Management System (preferably ServiceNow), E1 or similar EPR system, Bartender, Pega, Avaya, VPN and Citrix
Ability to document processes, create and manage training schedules (as applicable), and assess training needs daily
Ability to create and manage SOP’s (as applicable), job aids and department processes according to Company standards
Strong knowledge of SLO/SLA’s (as applicable), Receiving, Shipping, and Inventory Control procedures.
Strong organizational skills with ability to make time sensitive decisions regarding customers tickets and order issues to ensure customer needs are met.
Strong management skills to ensure the team is meeting customer expectations by gathering information and executing in a rapid growing, fast-paced environment.
Coaching skills to ensure minimal errors and ability to provide quality feedback as needed

Responsibilities

Supervises assigned coordinators supporting current projects to ensure a smooth operation and high customer satisfaction
Keeps the team informed on related project and updates
Manages and validates weekly timesheets, schedules and approve time off requests
Ensures agents follow company policies and legal guidelines
Attends internal and external client meetings
Handles client project monitoring, escalations, and reports
Handles problems related to warehouse shipments, inventory, and order carries
Supervises the processing of new and open service and change management requests
Works with the Manager on current performance and future staffing needs
Participates in new hire interviews and leads onboarding of new hires
Supervises the development, implementation, and administration of assigned staff training procedures and policies
Completes assigned performance assessment tasks for direct reports
Identifies and develops career paths for team members for jobs within the department, other areas of the TIDC or the company
Provides assistance to direct reports on new and ongoing projects
Mentors team members and addresses performance issues in a timely manner
Performs individual Quality Assurance assessments
Coordinates value added processes to ensure quality and generate efficiencies
Supports seamless onboarding of new customer projects into active production
Coordinates production activities and develops improved processes
Ensures tickets and orders are handled to customer specifications and oversees resolution of tickets and orders not processed per standard