Job Description:
Position Summary:
This position will be responsible for implementing customer service procedures, measuring customer success, managing, and developing customer service and in-house sales support staff, engaging with existing customers and prospects to develop new business opportunities, and handling customer inquiries.
Essential Functions and Basic Duties:
- Manage and develop a hybrid customer service and in-house sales team with the goals of providing best in class complaint resolution and customer satisfaction and creating sales opportunities through relationship building.
- Lead interactions with existing customers to discuss services, products, orders and respond to their inquiries.
- Develop new business opportunities with existing customers by leveraging relationships and networking.
- Maximizes revenue retention based upon relationships, experience, and knowledge of relevant key drivers for current customers.
- Acts as the subject matter expert on existing business, products, and customers.
- Supports Sales and Marketing with a variety of tasks related to contract reviews, targeted marketing (account-based marketing), and general sales activity.
- Identify opportunities to support sales activities and drive revenue growth.
- Completes daily CSR tasks; provides support to the department through additional tasks and relationships.
- Provide assistance and guidance to customers on the purchasing of products.
- Create upselling and cross-selling opportunities.
- Analyze and report on the effectiveness and success of the customer service department.
- Implement and improve customer service procedures, polices and standards for the department.
- Liaising with internal stakeholders and following up with external customers on all account-related requests.
- Collaborating effectively with business development, quality, and production to ensure customer expectations are exceeded.
- Monitor service quality by a variety of methods including call, email, and ordering sampling.
- Provides review and approval for discounting, promotional entries, RMA’s, new customer set up, orders and other works as required.
- Partner with internal operational teams to communicate inventory status and special delivery needs and changes.
- Coordinate all administration and sales support for assigned areas including Anabolic Labs and the Contract Sales Team.
- Maintains a current and competent base of product knowledge and applies that knowledge when servicing customers.
- Review, maintain and update CRM platforms as needed.
- Ensure that price lists, contracts, billbacks, promotions, returns and general logs are accurately maintained in the ERP system.
- Recruit, coach, develop and manage performance of the customer service team.
- Other duties as assigned.
Performance Measurements:
- Accuracy of Work, Customer Service, Decision Quality, Initiative, Results Oriented, Safety and Teamwork
QUALIFICATIONS
Education / Certifications:
- Preferred bachelor’s degree in business, management, marketing, communications, or related field.
- 5 to 10+ years of related experience in customer service and managing support operations.
Experience Required:
- Excellent communication, interpersonal and customer service skills. Ability to successfully navigate a matrix environment and with a wide range of stakeholders.
- Ability to write reports, business correspondence, procedural documents, and training materials.
- Highly effective organization, attention to detail, administrative and problem-solving skills.
- Can successfully adapt and respond to changing priorities and direction.
- Ability to engage, motivate, coach, and develop the bench strength of the department.
- Initiative and ability to continually learn large amounts of product information.
- Strong desire for continuous improvement.
- Ability to diffuse conflicts and maintain a calm and professional demeanor in stressful situations.
- Intermediate skills with MS Office and Office 365 products.
- Excels at relationship building and has a strong customer focus.
Skills / Abilities:
- Excellent communication, interpersonal and customer service skills.
- Ability to successfully navigate a matrix environment and with a wide range of stakeholders.
- Ability to write reports, business correspondence and procedural documents.
- Highly effective organization, administrative and problem-solving skills.
- Can successfully adapt and respond to changing priorities and direction.
- Ability to engage, coach and develop the bench strength of the department.
- Intermediate skills with MS Office and Office 365 products.
- Excels at relationship building and has a strong customer focus.
PHYSICAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION
Finger Dexterity:
- Requires the use of hands for simple grasping.
Talking:
- Especially where one must frequently convey detailed or important instructions or ideas accurately, or quickly.
Average Hearing:
- Able to hear average conversations and receive ordinary information.
Repetitive Motions:
- Requires bending, squatting, and reaching.
Average Visual Abilities:
- Able to read small print and visual activity necessary to inspect, prepare documents and products.
Physical Strength:
- Sitting for prolonged periods of up to 7 hours a day. Ability to lift up to 25 pounds occasionally.
Working Conditions:
- Standard office environment.
Compensation/Salary:
$69,000 to $109,000
Category:
Confidential Job:
0
Last Resume Date:
Wednesday, November 22, 2023 - 2:00am
Contact First Name:
Alejandro