SUMMARY: Oversees all CSSA, CSSA II and Senior CSSA level day-to-day activity. Monitors phones, and quote and order queues. Will maintain daily workflow for all CSSA employees. Oversees CSSA vacation schedule and hourly work schedule. Works closely with other departments to ensure satisfactory and timely fulfillment of customer needs. Executes Clarion strategic goals to increase revenue through new and existing markets/customers for Clarion and third party products. Will be expected to have Check in meetings with the Director of Business Process in order to keep communication seamless. Serves as the first layer of direction to the CSSA staff.
OVERALL RESPONSIBILITIES:
- Works closely with CSSAs, sales and operations to meet customer requirements.
- Serves as Tier-1 responder to escalated customer issues.
- Cross-functional and capable of performing any role within the department.
- Maintains SAP to track all activity.
- Focused on delivering an exceptional experience to every customer.
- Develops consultative relationships with customers. Manages relationships to promote customer retention and increased revenue, and provides feedback to Sales and Marketing departments.
- Ensures all activities with customers are handled promptly, professionally, and courteously.
- Mentors and assists in training of junior team members.
- Monitors scheduling and coverage, maintains departmental PTO calendar, reports to Director of Business Process regarding scheduling requirements and personnel concerns.
- Reviews processes on an ongoing basis, seeking areas for improvement; elicits feedback and implements continuous improvement initiatives.
- Creates and manages data metrics defined as key to CSSA roles and provides KPI reporting and analysis.
- Participates in research and creation of business cases.
- Resolves issues involving Production, QC, and Design; reports resolution to Director of Business Process.
- Initiates team meetings and speaks to team about important/key updates.
- Consistently models work habits and behaviors expected of all team members; serves as a positive role model.
- Processes quotes and orders.
- Other related duties may be assigned as deemed necessary.
SKILLS & REQUIREMENTS:
- Mandatory full-time work schedule.
- 1+ years of Team Leader or Supervisor experience.
- Capability to work independently with minimal guidance.
- Ability to mentor and lead staff to be successful.
- Identify problems or areas for improvement and make recommendations for solutions.
- Proven ability to work effectively with high-value customers.
- Advanced MS Word, Excel, Power Point and Outlook skills.
- Flexibility to shift between any required roles as needed.
- Ability to communicate clearly and effectively, both verbally and in written correspondence.
- High level of professionalism, conflict resolution skills, tact and patience.
- Excellent phone and email etiquette.
- High level of organizational and time management skills; ability to multi-task and manage competing priorities concurrently.
- Analyical thinking and sound decision making skills.
- Understanding of confidentiality and Clarion personnel policies.
Job Type: Full-time
Pay: $19.00 - $20.00 per hour
Expected hours: 40 per week
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Flexible spending account
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Schedule:
- 8 hour shift
- Monday to Friday
Experience:
- Microsoft Office: 1 year (Required)
- Team management: 1 year (Required)
Work Location: Remote