This person is responsible for overseeing and coordinating the activities of Customer Solutions Representatives engaged in processing customer requests over the phone or via CRM cases/orders. In addition, this person will evaluate daily effectiveness of Customer Solutions operations, recommend changes or improve workflow and methods. This position is critical for coordinating workflow and assigning work to ensure completion in an accurate and timely manner in order to meet appropriate service levels. RESPONSIBILITIES Customer Solutions Lead
- Monitor CRM queues, incoming cases, and employee skillsets to ensure completion in timely manner to meet service levels
- Partners with leadership to evaluate written work procedures and expedites workflow by issuing written and oral instructions
- Coordinates the scheduling and training of new hires as well as existing employees
- Handles overflow for the processing of RGA, credits, and credit approvals daily. Review daily stats through reporting to look for trends. Conduct the necessary coaching/processing updates for improvement.
- Instils ownership within the team to effectively resolve customer issues/requests by coaching/guiding teammates to be aligned with Husqvarna competencies
- Work with supervisor on proposing ideas for team incentives and communicate current status with team members in order to boost morale and provide a positive culture
- Provides weekly feedback to supervisor/manager for use in refining and improving departmental efficiencies
- Maintain relationships with other company personnel/departments to gain knowledge of changes in policies, procedures, programs, applications and technologies. Create and maintain work instructions on appropriate sites/locations as needed.
- Participates and leads in implementation of departmental and staffing changes when required
- Coordinating with Supervisor to monitor and coach gaps in performance and behavior
- Complete weekly call monitoring of CSRs, assists with conducting weekly one on one coaching sessions and review scorecard monthly
- Provide guidance on products
Administrative
- Manage timely order entry and open order management process that includes effective communication lines to Customer and factory/warehouse
- Submit IT access requests related to system issues to ensure consistent workflow
- Primary point of contact for complex phone and email issues from CSR. Identifies trends and works within and outside of Customer Solutions to determine root case and solve issues. Expertly diffuse difficult situations while balancing the business & customer needs.
- Consistently meets goals as planned with limited supervision. Little or no direction is required other than the review of completed responsibilities or unusual matters. Operates within established policies. Plans own work and participates in establishing goals and objectives.
- Assists with customer phone calls and cases when necessary
- Review daily stats, including CRM reporting, to look for trends and conduct the necessary coaching/process updates to ensure quality scores are met and reporting is accurate
- Maintain CRM data
- Process or respond to email correspondence from customer or sales reps
CRITICAL FUNCTIONAL SKILLS & KNOWLEDGE - Strong knowledge of a call reporting management (CRM) system
- Strong knowledge of phone system
- Ability to read schematics and illustrated parts list
- Strong ERP system knowledge
- Working product knowledge
- Strong knowledge of Microsoft Office products, specifically Excel and Word
- Excellent written, verbal and listening communication skills and decision-making skills
- Working knowledge of problem analysis and problem-solving
EDUCATION & EXPERIENCE - High school degree or equivalent
- Associates or Bachelor's degree preferred
- Strong English verbal and written communication skills
- At least 4 years previous call center environment working as CSR
- At least 4 years previous work experience balancing call center and system entry
- Prefer previous experience working as lead or supervisor
Husqvarna is an Equal Employment Opportunity employer committed to providing equal opportunity in all of our employment practices, including selection, hiring, assignment, re-assignment, promotion, transfer, compensation, discipline and termination. Husqvarna prohibits discrimination, harassment and retaliation in employment based on race; color; religion; national origin; gender; sexual orientation; pregnancy; age; disability; service member status; or any other category protected by federal, state, or local law.
Last date to apply: We are continuously accepting applications