Customer Experience Team Manager
Customer Experience Team Manager
Veritiv Corporation
Clifton, NJ
See who Veritiv Corporation has hired for this role
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
○ 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
○ 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
Work Experience
Veritiv is an Equal Opportunity/Affirmative Action employer.
EEO Policy US | EEO Policy Mexico
This description does not attempt to define the job's essential functions as defined by applicable disabilities law.
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:
○ 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:
○ 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
- Ability to work without supervision and provide technical guidance when required on
- 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
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).
- Bachelor's Degree Preferred
- 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 is an Equal Opportunity/Affirmative Action employer.
EEO Policy US | EEO Policy Mexico
This description does not attempt to define the job's essential functions as defined by applicable disabilities law.
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Seniority level
Mid-Senior level -
Employment type
Full-time -
Job function
Management and Manufacturing -
Industries
Transportation, Logistics, Supply Chain and Storage
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