Summary of Position:
Manages the Customer Service/Account Manager teams and is responsible for the overall performance of the staff. Responsibilities include workload management, departmental budget adherence, overseeing a disciplined order preparation and entry process etc.
Duties and Responsibilities:
SALES ORDER PROCESS
- Trains customer service and other dealership staff in the use of the dealer’s sales order/business system; ensures that all appropriate and useful features of the sales order system are understood and implemented by the dealership staff including all system reports
- Works with department and all other dealer staff to ensure accuracy and integrity of order and business data in the sales order system and processes
- Ensures all orders are entered promptly, and reviewed for accuracy and completeness before being sent to the manufacturers/vendors
- Works with department staff to ensure factory interface is on-going and that all orders ae monitored for projected ship dates and project schedule requirements, that all acknowledgments are checked, and discrepancies followed up on, and tat all orders are closed out in a timely and responsible manner
- Ensures there is strong working relationship with sales, design, project management and operations
MANAGEMENT RESPONSIBILITIES
- Establishes with Senior Management, the overall direction of Customer Support functions and set performance standards for staff and team
- Monitor team work assignments and workload, and make adjustments as necessary
- Has major responsibility for customer satisfaction as it relates to order preparation, factory interface and order management
- Ensures all communication with internal and external customers is timely, accurate and meets customer requirements for information and order status
- Represents the customer support team at management meetings; assists upper management in the dissemination of company decisions back to the customer support teams
PERSONNEL
- Recruit and develop customer support/account management personnel in conjunction with Human Resources, help set compensation levels and programs for department staff
- Annual reviews and performance ratings of departmental personnel; performs skill set appraisal and drives development of skill and knowledge proficiency and service/customer focus for all department personnel
- Provides motivation and leadership for department’s staff, including monitoring and coaching individual staff
OPERATIONS
- Is responsible for departmental task assignments and overall management of all the customer support departments
- Develops, implements and oversee the performance of sales order system; is responsible for efficient work flow and work flow processes
- Establishes clear and documented standard operating procedures and paper flow
TECHNOLOGY
- Assists in the research and implementation of applicable sales order technology
- Is expertly training in use and application of sales order software and trains staff in the use and application of that technology
To Apply
Please send resume, salary requirements and cover letter to amaddox@pomerantz.com. If you have specific knowledge or experience working in any particular industry such as healthcare, higher education or government please indicate on your response.