Customer Care Omni-Channel Manager

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Customer Care Omni-Channel Manager

@ Stuller

  • Leading strategy in omni channel projects related to self-service customer experience through web and online tools (chat, SMS, BOT, email, and social media messenger)
  • Coordinate multiple projects inspiring participation and commitment from others.
  • Work collaboratively throughout the organization to develop and implement omni- channel tools, processes, and sales programs.
  • Work with all contact centers to expand their Omni-Channel service level through Salesforce management and quality.  
  • Present and facilitate discussion on products and programs to internal and external customers.
  • Work with sales leadership in developing sales goals, aligned with company growth goals
  • Report results of goals on visual management tool
  • Process time management accurately for direct reports.
  • Participate in the hiring, termination, coaching and raise review process.
  • Manage individual direct report metrics and hold monthly meetings, both individually and with team.
  • Develop and implement methods and activities to increase group performance
  • Seek to capture customer information and record into customer relationship management system, Salesforce.
  • Supports and follows organizational and department policies and procedures.


Qualifications:

  • Excellent verbal and written communication skills
  • High level customer service skills
  • Forward planning and strategic thinking skills
  • Strong problem-solving skills
  • Ability to mentor and coach employees effectively
  • Ability to multi-task while working with internal and external customers
  • Vibrant personality with the ability to connect with customers
  • Integrity in business practices and when working with others
  • Hunger for continuous improvement personally and professionally
  • Requires a High School Diploma or equivalent GED, with a background in a people management and/or technical support management role.
  • Salesforce experience is preferred.
  • Sales order entry through Oracle and consultant mode is preferred.


How to Apply:

Apply online at https://www.stuller.com/careers/

Visit Site to Apply

Location: Lafayette, LA
Date Posted: September 17, 2021
Application Deadline: November 18, 2021