Skip to Main Content
← Back to Jobs

Spec 2, Customer Order Mgmt (Senior Mgmt Experience , Degree REQUIRED)

Manpower San Antonio, TX
  • Posted: 26 days ago
  • $18 to $21 Hourly
  • Full-Time
  • Benefits: Vision, Medical, Life Insurance, 401k, Dental

SUMMARY: Team Lead for the CS Coach Trainers. Provides leadership and supervision for assigned Customer Support Team. Provides direction for the delivery of post sales customer support and is actively involved in customer retention including participation in the resolution of customer concerns and the cause of these concerns. Develops work instructions and procedures according to Quality Control Procedures. Insures all departmental objectives, metrics and measures are achieved. Selects, develops, and evaluates personnel to ensure the efficient and effective operation of the department. Industry Title Sr Spec, Training position. Set up conference call with vendors to discuss role/position details.

1. Summary Provides leadership and supervision for assigned Customer Support Team. Provides direction for the delivery of post sales customer support and is actively involved in customer retention including participation in the resolution of customer concerns and the cause of these concerns. Develops work instructions and procedures according to Quality Control Procedures. Insures all departmental objectives, metrics and measures are achieved. Selects, develops, and evaluates personnel to ensure the efficient and effective operation of the department.

2. Primary Responsibilities and Duties Responsibilities are groupings of tasks/duties, not a list of individual tasks. Generally, each position has 4 to 6 responsibilities.

1. 25% Day to day supervision of assigned team, ensure schedule adherence, order accuracy, service and quality interactions and that all department measurements are met. Ensures that team members, under direct supervision, follow established procedures, practices and policies for Department and for the Quality System.

2. 15% Ensure adherence to regulatory (SOX, ISO, FDA, cMDR, etc.), business and department guidelines, policies, and procedures.

3. 15% Manage, coach and supervise the quality assurance of all customer interactions through effective delivery of call monitoring, mentoring and training on call strategy, customer satisfaction programs, relevant system and related products.

4. 15% Participate in and occasionally lead Lean, Six Sigma and other CI activities.

5. 10% Review and approve credit, debit and RGA transactions up to authorization levels and as appropriate per BD policy and procedure.

6.10% Participation in issue resolution and customer contact escalations. Investigate and resolve service complaints from internal and external customers.

7. 10% Responsible for personal and professional development to maintain expertise and growth in the areas of management through training, networking, and professional affiliation. May perform other duties as required (Add additional rows as needed) 3. Impact on Business Results 3.1. Degree of Accountability: Include examples. Example: Erroneous decisions may have a long-term effect on the company's success. 3.2. Financial Impact: Include examples. If applicable, what are the budget responsibilities? If applicable, what is the impact on cost? (Add additional rows as needed) 4. KSA Requirements (Knowledge, Skills, and Abilities) KSA Requirements (indicate the minimum) Knowledge ? Experience with knowledge/solutions databases. ? Knowledge of supply chain practices in a manufacturing environment. ? Experience with patient privacy law and regulatory practice. Must be motivated, self-directed, and able to work with minimal supervision

Skills

  • Experience with SAP Sales fulfillment and SAP BI reports.
  • Keen attention to detail.
  • Understanding of call center strategy skills.
  • Ability to communicate effectively
  • Ability to motivate self and others to reach common goals
  • Advance interpersonal skills
  • Demonstrate leadership skills
  • Ability to function in a team environment

Education/Degree High School Diploma. Preferred: BA/BS degree Certifications (if applicable) ,Lean and/or Six Sigma certification Experience ,3+ years working in a call center, preferably in the Healthcare or Medical Device industry, 1+ years of SAP experience., 1+ years of customer contact center supervisory experience For people management position, indicate years of experience 1+ years leadership experience in planning, developing, organizing, directing, managing, and evaluating personnel 1+ years of Supervisory/Leadership experience. Other: Identify the minimal

Manpower

Manpower is a Fortune 500 corporation headquartered in Milwaukee, Wisconsin. Founded in 1948, ManpowerGroup is the third-largest staffing firm in the world. Manpower has 3,100 offices in 80 countries and territories as well as 3.4 million individuals placed into jobs each year and 600,000 associates on assignment each day!

Address

DeZavala/I-10 area
San Antonio, TX
USA

Website

What email should the hiring manager reach you at?

By clicking the button above, I agree to the ZipRecruiter Terms of Use and acknowledge I have read the Privacy Policy, and agree to receive email job alerts.

What email should we contact you at once we get salary info from the hiring manager?

By clicking the button above, I agree to the ZipRecruiter Terms of Use and acknowledge I have read the Privacy Policy, and agree to receive email job alerts.

Our qualification feature is only available to registered members - what email address would you like for us to keep on file?

By clicking the button above, I agree to the ZipRecruiter Terms of Use and acknowledge I have read the Privacy Policy, and agree to receive email job alerts.