Customer Experience Team Manager

Full job description

HYBRID ROLE BASED OUT OF OUR CLIFTON OFFICE

Job Purpose:

Our Customer Service Team Manager will manage an assigned Customer Experience team that includes evaluation, coaching, training, development, and staffing to ensure operational excellence. This role will work closely with the Customer Experience team, Sales Reps, and customers to ensure customer expectations are met and continually strives to improve the customer experience.

Job Responsibilities:

• Manage Customer Experience team daily activities, including but not limited to:
• Timely order processing, confirmations, responding to requests for information regarding orders, product availability, and all other internal and external customer inquiries.
• Use and promote proper telephone and email etiquette to answer calls and emails in a timely, polite, and professional manner
• Resolve escalated issues by working effectively with all other departments including Sales, Operations, Finance, etc.
• Coach the team on preventative steps to take in the future
• Staff Customer Experience team to meet business needs by utilizing the available reporting tools to review workload to ensure a balance between customer experience professionals
• Coach, counsel, and discipline employees as necessary, including but not limited to:
• Responsible for written appraisals, growth, and development
• Implement and train on new processes, policies, and products
• Ensure the Customer Experience team is using all available Veritiv tools
• Create, monitor, and review Customer Experience team and individual goals
• Lead team through change
• Maintain open lines of communication with internal and external customers by monthly calls with sales management and top accounts
• Assist with the recruitment, interviewing, and selection of new hires within the department

Additional Responsibilities & Qualifications:

• Ability to work without supervision and provide technical guidance when required on

planning, organizing, prioritizing, and overseeing activities to meet business needs

• Must be able to lead a team and influence development
• Excellent computer and technical skills
• High Integrity
• Requires extensive knowledge of company products and procedures
• Decision-making skills and independent judgment
• Ability to manage conflict

Salary Range: $91,700 - $101,900

Work Experience:

• 1-3 years of related experience of successful supervisory/management experience required to motivate and develop direct reports, as well as size up new talent.

• 5-10 years of related job experience.

• Ability to work quickly and efficiently.

• Excellent verbal, written, people, and diplomacy skills are required.

• Experienced in providing leadership to others regarding work related systems, processes, and challenges.

• Proficient with Microsoft Office Suite.

• Strong customer service skills (friendly, courteous and helpful).

Education:

• Bachelor's Degree Preferred

What We Offer

• Engaging and inclusive culture with employee lead Employee Resource Groups, Veritiv Cultural Alliance, recognition platform, etc.
• Extensive training opportunities, professional development programs, career pathing, and mentorship opportunities.
• Collaborative atmosphere with our customers and suppliers to create healthier, safer and more sustainable communities through our responsible operations and innovative solutions.
• Healthcare benefits and 401k with match start date of hire, paid time off and parental bonding time, tuition reimbursement, annual Profit-Sharing Program and much more! Learn more here.

Veritiv Corporation, headquartered in Atlanta, Veritiv is a leading provider of design-to-delivery packaging, print, and facility solutions. With a diverse team and global reach, we’re helping businesses cut costs, reduce waste, and improve efficiencies that make doing business easier.