ESSENTIAL RESPONSIBILITIES

• Customer Service Tasks:
  • Commits to the full implementation of the Customer Service strategy across the business.
  • Ensures Customer Service function operates effectively and that the functions/activities are aligned to departmental and company objectives.
  • Sets the expectation to provide best in class customer service.
  • Central Interface for all customer generated inquiries/escalations via sales and customer service.
  • Upon acceptable problem resolution of client escalations will create action-based messaging to provide back to the customer.
• Run the Business Customer Service Tasks:
  • Tracks department input/output and documents current performance by function.
  • Validate and maximize capacity and resource utilization. Course-correct as needed.
  • Attend/provide updates at operation meetings.
  • Lead regular team huddles including assessment of prior day performance and current day plan.
  • Audit internal quality, including SOP compliance and work status routing. Provide feedback to internal stakeholders as needed.
  • Prepare and publish any quality alerts, training materials as needed.
• People Tasks
  • Communicates business updates, customer feedback, and changes.
  • Prepare and attend One on One with leadership team.
  • Ensure Performance Management Actions are on track.
  • Manages, develops, and trains personnel; maintains peak level of employee morale and motivation within organization for maximum level of productivity and employee retention.
  • Plans and conducts regular staff meetings to inform, educate, and recognize employees, as well as to provide a forum for exchange of ideas.
• Team Performance Management Review:
  • Conduct regular touch points with direct reports. 
  • Provides recognition and areas for improved performance.
  • Review team/individual performance KPI, productivity, quality for gaps. Develop actions plans.
  • Assess training needs including new hires, cross training, and internal resource loans.
  • Coaches and develops employees including performance management in accordance with company policy.
  • Documents disciplinary issues as they relate to performance behavior.
  • Prepares performance appraisals for HR approval, and presentation to employee.
• Administrative Tasks:
  • Handles all payroll functionalities including approving/denying time off requests, corresponding with employees regarding missed/late punches, and approving payroll for processing.
  • Documents all unscheduled absences and late punches.
  • Management of vendor relationships relative to the Production department
• Customer Service Process Improvement Tasks:
  • Identifies opportunities for process improvements and document Best Demonstrated Practices.
  • Participates in Center of Excellence (COE) continuous improvement events and support execution of related projects or rapid experiments.
  • Conducts root cause analysis and coordinates issue resolution across Centers of Excellence. Works with COE leaders to drive continuous improvement based on voice of the customer feedback.
  • Develop team fungibility to support COE functions across systems.
• Compliance Tasks:
  • Adheres to local, State, and Federal regulations inclusive but not limited to DOL, OSHA, DFEH, and EEOC.
  • Maintains equipment and reports service requests as needed.
  • Assists in maintaining the security of the records and facilities by conducting operations in a manner which promotes the safety of employees and security of client orders.
  • Assures all assets are secured and handled appropriately to minimize damage and property loss.
  • Executes Company policies, procedures, and programs in a professional, effective, and timely manner.
  • Maintains business confidentiality relative to personnel, pricing, promotion, customer lists, and methods of distribution.
• Communicates effectively between departments and shifts to enhance overall business needs.
• Other duties as assigned