Order Processing and Customer Service Manager
This individual is responsible for achieving the highest level of service excellence to our customers. They must effectively maintain our core values to our employees and to our customers.
The product we sell is both the materials and the ability to install those materials very efficiently. This requires a coordinated effort between installers, warehouse and order processing.
· ORDER PROCESSING/FULFILLMENT
o Manage the order entry and customer service personnel
o Achieve performance standards for timeliness and accuracy of orders and billing
o Achieve operational goals through daily oversight and management of order processing and personnel.
o Monitor daily errors and exceptions to determine and correct source of errors.
o Provides necessary training to employees to prevent future issues
o Continually identifies ways to improve operational systems to achieve more efficiency and output while maintaining highest levels of quality.
· CUSTOMER SATISFACTION AND SERVICE
o Monitors customer service requests to confirm proper handling and preventative measures.
o Manage customer property visits, inspections, and quality control
o Handles customer service issues that have escalated to make certain they are fixed and that the root cause has been identified and corrected as well.