Huttig - Dallas
  • 06-Jul-2017 to 04-Sep-2017 (CST)
  • Dallas, TX
  • Dallas, TX, USA
  • Full Time

POSITION OVERVIEW

Under the direction of the Sales Manager, performs tasks of management, supervision, control and decision making of the Customer Care Team. 

Responsible for Customer Care activities such as on time quotation and order entry processes and providing sales and product information.

Oversees and manages the Customer Care Representatives.

Drives quality and continuous improvement.

Functions as liaison between Outside Sales representatives and customers to communicate any special requests, pricing needs, marketing opportunities or unusual circumstances.

When requested take on and direct special projects regarding sales and customer care activities.  Ensures that subordinate duties are carried out to the expected level of standards (e.g. timeliness, quality).

 

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following.  Other duties may be assigned.

  • Responsible for the supervision and management of all Customer Care functions (quoting, order entry, complaints) and resources, including but not limited to performance reviews, counseling, attendance, vacation planning, and placement assistance.
  • Ensures on-time processing of quotes and orders (incl. doing it him/ herself). Supports and coaches team to achieve and sustain timeliness, thoroughness, and quality of all quotes and orders received and processed.
  • Driven by a continuous improvement mentality, constantly seeks and implements ways to make processes better, more efficient, and more effective.
  • Coordinates on-time completion of corrective action tasks assigned to the Sales Team.
  • Monitors the Customer Care Representative relationship with customers and outside sales representatives to convert inbound inquiries into actual sales.
  • Oversees the technical and business objections for prospective customers.
  • Manages salable features, quotes prices, and prepares sales orders for orders obtained.
  • Monitors estimates date of delivery to customer, based on product knowledge, order processing, production and delivery schedules
  • Reviews reports of business transactions taking actions to address inconsistencies and/ or exceptions.
  • Oversees the new customer data entry and other sales data for current customers into computer database
  • Monitors the investigations and resolving of customer problems.
  • Builds and maintains customer relationships.
  • Communicates with buyers on product shortages or quality issues.
  • Assist in the planning and conducting new sales personnel orientation and training for all regional sales personnel and sales representatives.
  • In collaboration with sales manager, responsible for the training and development of the personnel entrusted to his/ her supervision to improve and strengthen overall team efficiency and effectiveness to achieve organization's goals, and enhance opportunities for individual advancement.
  • Responsible for coordinating and resolving problems associated with subordinate personnel.
  • Promotes teamwork throughout the team and fosters a spirit of mutual support leading by example (answering phone, writing quotes, entering orders, etc.)
  • Performs miscellaneous assignments and special projects as required by supervisor.
  • Implements and complies with required company policies and procedures.

SUPERVISORY SKILLS ' Carries out assigned supervisory responsibilities of Customer Care representatives. Responsible for timely and effective performance management and conflict resolution efforts for the Customer Care team.

EDUCATION and/or EXPERIENCE ' Associate's Degree (A.A.) or equivalent from four-year college or technical school; or one to two year related experience and/or training; or equivalent combination of education and experience.

LANGUAGE SKILLS ' Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Uses high-level communication skills to respond to questions from groups of managers, clients, customers, and the general public.

MATHEMATICAL SKILLS ' Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Must have the ability to apply basic algebra and geometry concepts.

OTHER SKILLS/CERTIFICATION ' Microsoft Suite'Word, Outlook, Excel (Intermediate and Advanced). Courses are available through the Learning Zone. SX.e Navigation, Order Entry, Reports, Inquiries, Setup, Purchase Order. Formal and Web-based training SX.e training sessions are available.

 REASONING ABILITY ' Able to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

PHYSICAL DEMANDS ' The physical demands described here are representative of those that must be met by an employee to successfully

Huttig - Dallas
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