About the role
What you will do-
- Drive quality improvements with same-day feedback and follow-up
- Leads onboarding and training initiatives
- Champion order entry and inbound rejection processes for all order types in Depot Support/Customer Excellence including Domestic and IOM.
- Guides day-to-day function of team to ensure efficiency and drive best in class customer service.
- Oversee individual integration (open cases volumes) to ensure the team is meeting minimum expectations with same day complete and same day shipments.
- First line of defense when order entry process flow is interrupted
- First-level resource for customer/rep escalations.
- Acts as liaison representing Customer Excellence team in projects and collaboration meetings.
- Monitor call/email volume daily; help team prioritize schedules and coordinate workloads.
- Partner with key players within the division, sales teams, and cross-functional teams to drive productivity and customer satisfaction.
What you need-
Required -
- 5+ years of related work experience with at least 3 years in a leadership role in a production, repair, warehouse, or call center environment.
- HS Diploma or G.E.D
Preferred -
- Associate’s or Bachelor’s degree in a relevant field preferred.
- Experience leading projects and improving processes is preferred, along with familiarity in regulatory compliance environments
- Expert-level knowledge of SAP, Salesforce, and case creation.
- Proficient Microsoft Office skills.