JOB PURPOSEProvides strategic leadership and direction for the delivery of pre- and post-sales services and support to clients / customers.
Manages all facets of customer retention (CRM) including participating in the resolution of customer concerns and defining and developing a customer contact strategy.
Analyzes operational processes, escalation procedures and performs training needs assessments for identifying opportunities for service delivery improvements and value add to the customer / clients.
Develops customer service department procedures. Liaises between customers and manufacturing, sales, field service, order processing and accounting to resolve status, production, delivery and billing inquiries.
Reviews warranty claims. Develops and manages return materials authorization (RMA) processes for ensuring customer returns, exchanges, service and repairs are done with speed and accuracy and all client / customer service delivery issues are resolved.
Selects, develops, and evaluates personnel to ensure the efficient operation of the function. Manages the entire customer care / success lifecycle (Learning and Development, Quality Assurance, Voice of the Customer y Knowledge Management)MAIN RESPONSIBILITIES / DUTIESScope & Complexity
year college or universityREQUIRED EXPERIENCETypically : Has 5-7 years of directly related experience in Customer Relationship Management and in Operations Support business units and ITSM.
Ideally L&D and QA) LANGUAGESTypically bilingual English Spanish SPECIFIC CERTIFICATIONS / SPECIALTIES / COURSEWORK N / A SUPERVISORY RESPONSIBILITIES
Often it is expected to use their hands to write, handle, hold or feel. Extensive use of keyboard and mouse. The noise level in the work environment is usually moderate.