Job DescriptionJOB SUMMARY: This dynamic leader will be a member of a larger multi-site team with responsibilities of day-to-day operations of the Customer Care department located in Middlefield, Ohio, serving as the single point of contact for assigned brands. This position is responsible for implementing process improvements to enhance customer service quality and reduce operating costs, as well as achieving brand objectives through performance analysis. Additionally, the role involves cultivating business relationships with key customers and collaborating across departments to resolve issues and align customer care strategies with company goals.PRINCIPAL FUNCTIONAL RESPONSIBILITIES:- Manage, train, provide performance feedback and assign duties of direct reports to ensure productivity, efficiency, and effectiveness.
- Determine work procedures, forecast call volumes, project staffing levels, and expedite workflow.
- Responsible for implementing process improvements to improve customer's quality of service and/or reduce operating expenses. Responsible for achieving objectives for assigned brands and developing root cause analysis and action plans for performance which fails to meet target standards.
- Create, analyze and monitor Management Operating System (MOS) objectives against defined metrics and goals.
- Work with other Site Managers and VP of Customer Care to develop and implement best practices across all sites.
- Responsible for cultivating and maintaining business relationships with key customers to support departmental goals and objectives.
- Trouble shoot issues on behalf of the customer and serve as interface with all touch points (Customer Care, Manufacturing, Sales, IS) to ensure timely resolution of concerns.
- Implement Customer Care policies, procedures and strategies by working cross-functionally to ensure alignment with new product and promotion strategies.
ESSENTIAL QUALIFICATIONS AND SKILLS:- Bachelor's degree in business or related field.
- 8 years customer service or call center management experience to include 5 years P&L responsibility.
- Demonstrated successful leadership, including personnel and organization development.
- Intermediate proficiency with Microsoft Office Suite.
- Demonstrated successful ability to build positive partnerships and work collaboratively with cross-functional business teams.
- Ability to think strategically with supporting analytical skills.
- Excellent interpersonal and communication skills with the ability to interact with all levels of the organization.
- Ability to function at a high level of effectiveness, flexibility, independence and initiative without daily interaction with management.
- Ability to travel up to 25%
PHYSICAL REQUIREMENTS: - Sitting for Extended Periods: The nature of the job involves sitting at a desk or workstation for extended periods while performing administrative tasks, using a computer, and engaging in various office activities. Workstation has adjustment capability for standing position.
- Computer Use: Proficient use of a computer, including typing, mouse manipulation, and viewing a computer screen for extended periods is essential.
- Manual Dexterity: Ability to use office equipment such as phones, photocopiers, fax machines, and printers. This may require fine motor skills and dexterity.
- Lifting and Carrying: Occasional lifting and carrying of office supplies, documents, and other materials, typically not exceeding a certain weight limit (e.g., 20 pounds).
- Mobility: Ability to move within the office environment to access filing cabinets, printers, and other office equipment.
- Communication: Clear verbal and written communication skills to interact effectively with colleagues, clients, and other stakeholders.
- Visual Acuity: Ability to read printed and electronic documents, as well as distinguish colors, for tasks such as proofreading and reviewing documents.
- Multitasking: The ability to handle multiple tasks simultaneously and prioritize work effectively, which may require mental agility and adaptability.
ShiftFull or Part TimeFull timeCabinetworks Group (the Company ) is an equal opportunity employer and we want to have the best available persons in every job. The Company makes employment decisions only based on merit. It is the Company's policy to prohibit discrimination in any employment opportunity (including but not limited to recruitment, employment, promotion, salary increases, benefits, termination and all other terms and conditions of employment) based on race, color, sex, sexual orientation, gender, gender identity, gender expression, genetic information, pregnancy, religious creed, national origin, ancestry, age, physical/mental disability, medical condition, marital/domestic partner status, military and veteran status, height, weight or any other such characteristic protected by federal, state or local law. The Company is committed to complying with all applicable laws providing equal employment opportunities. This commitment applies to all persons involved in the operations of the Company regardless of where the employee is located and prohibits unlawful discrimination by any employee of the Company.Cabinetworks Group is an E-Verify employer. E-Verify is an Internet based system operated by the Department of Homeland Security (DHS) in partnership with the Social Security Administration (SSA) that allows participating employers to electronically verify the employment eligibility of their newly hired employees in the United States. Please click on the following links for more information.E-Verify Participation Poster: English & SpanishE-verify Right to Work Poster: English, Spanish