Customer Support Manager leading a geographically dispersed team in customer service at Malvern Panalytical. Focusing on strategy, KPI improvement, and customer satisfaction.
About the role
- Customer Care Specialist at Boston Document Systems handling customer queries and ensuring high quality service. Collaborating with internal teams to achieve client satisfaction while working in a hybrid environment.
Responsibilities
- Partner and collaborate effectively with all functional areas of the business and departments that integrate with the sales administration team.
- Provide our Sales Team with the highest level of administrative support.
- Deliver consistent, high quality customer service to our clients by resolving customer queries quickly and maintaining a positive attitude and a friendly demeanor.
- Responsible for ensuring quality and consistency with departmental processes from start to finish.
- Assist Director of Sales Administration with projects, as needed.
- Leverages deep knowledge of the organization and BDS’s business processes to drive resolution of complex issues.
- Proactively alert management when established KPI minimums are not being met.
- Updates the customer directly where appropriate and feeds updates and resolutions to assign customer-facing resources to convey.
- Communicates directly and regularly with senior management internally and in the customer’s organization.
- Leverages strong influencing skills to resolve issues.
- Owns internal reporting / updates on the status of resolution to management and other stakeholders until issues are resolved.
- Resolution may include redirecting the case to other functional teams with specific instructions on the next steps to take.
- Identifies trends in incident cases or data. Uses data to drive recommendations for changes to service, training, or business process.
- Embrace a collaborative team approach fostering a highly communicative work environment focused on processes improvement and customer service.
Requirements
- High school or GED required; associate or bachelor’s degree preferred
- Strong Attention to detail and extremely organized.
- Excellent communication (written and verbal) skills.
- High degree of persistence and integrity with a strong work ethic and positive attitude.
- Superb problem solving and analytical skills.
- Exceptional customer service skills effective at problem resolution and client satisfaction.
- Strong systems skills including Excel, Microsoft office and CRM’s (Salesforce preferred).
- Exceptional time management and organizational skills, and the ability to work independently.
- Sales, Customer Service, or Sales Administration experience preferred.
- Can-do Attitude and a willingness to learn
Benefits
- Competitive compensation -commensurate with experience
- Medical, vision, dental
- Supplemental Insurance options
- Pet Insurance & Legal plan coverage options
- Generous paid time off (PTO) program
- Employer paid Life Insurance
- 401(k) plan with company match
- Professional development
- Company Outings and Events
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