Job Summary
Directly manage the day-to-day operations of the team with the ability to grow and scale as necessary
• Manage escalations and participate directly in all aspects of internal deal support to ensure satisfaction
• Routinely mentor, coach, and develop the Customer Service team
• Inspire and motivate team, and bring innovation to the sales rep support processes to ensure process improvement
• Ensure major client issues are escalated appropriately to the Fuji Films point of contact
• Provide a monthly summary outlining team performance against metrics, successes, challenges, and future focus areas
• Ability to troubleshoot issues that arise and help to resolve basic errors
• Ensure performance results are in accordance with SLA's, key measures and the operating plans.
• Identify, Develop & implement continuous improvement program to increase productivity, product knowledge, efficiency & reduce cost.
• Monitor & evaluate the performance of the team including positive recognition & rewards, addressing individual performance improvements and identifying training gaps or needs.
• Assist team members to resolve problems and / or escalate issues to deliver integrated leadership if appropriate.
Key Responsibilities
Directly manage the day-to-day operations of the team with the ability to grow and scale as necessary
• Manage escalations and participate directly in all aspects of internal deal support to ensure satisfaction
• Routinely mentor, coach, and develop the Customer Service team
• Inspire and motivate team, and bring innovation to the sales rep support processes to ensure process improvement
• Ensure major client issues are escalated appropriately to the Fuji Films point of contact
• Provide a monthly summary outlining team performance against metrics, successes, challenges, and future focus areas
• Ability to troubleshoot issues that arise and help to resolve basic errors
• Ensure performance results are in accordance with SLA's, key measures and the operating plans.
• Identify, Develop & implement continuous improvement program to increase productivity, product knowledge, efficiency & reduce cost.
• Monitor & evaluate the performance of the team including positive recognition & rewards, addressing individual performance improvements and identifying training gaps or needs.
• Assist team members to resolve problems and / or escalate issues to deliver integrated leadership if appropriate.
Skill Requirements
• Concern for Quality : Achieves end-user satisfaction by using effective measurements
• Client SLAs and internal metrics : Understanding of the client’s expectations in terms of the key client deliverables and internal metrics to measure the process performance.
• Understand and be able to implement performance improvement methodologies
• Coaching and Feedback : Coaching refers to the continuous or frequent administration of feedback in a way that optimizes employee performance.
• Excellent communication and presentation skills / customer interaction
• Excellent Analytical Skills