POSITION PURPOSE:
Responsible for engaging with customers on behalf of Ricca by answering phone calls or emails from customers to answer questions. Maintains expert knowledge about company products or services to best help customers.

ESSENTIAL FUNCTIONS AND BASIC DUTIES:

• Manages the Customer Service Department to increase department efficiency, quality and effectiveness.
• Manage activities of the Customer Support Specialist.
• Develop and implement procedures to ensure the effective and efficient operation of the CS Department.
• Set performance standards to meet service goals for the company.
• Provide supervision for Customer Support Specialist, manage PTO, workflow, and output.
• Recruits, trains and directs Customer Support Specialist with regards to the handling of customer service responsibilities.
• Interacts with other Ricca Department Manager, Senior Management, and Executive Management regarding Customer Support activities and customer concerns, to ensure customer requirements.
• Provides feedback to the company regarding service failures, and customer complaints.
• Assure that any non-technical complaint from end use customers or distributor personnel is appropriately received, reported, and resolved.
• Collects, tracks, graphs, and discusses error findings with the respective internal areas to allow Managers/Supervisors to make corrections in work processes and eliminate the root cause of errors.
• Builds rapport with key customers and interacts with other customers when an “extra” touch is required to save business relationship. Maintains ability to “fill in” for a Customer Support Specialist in time of short staffing or atypical demand.
• Provides guidelines for order processing to make certain orders are processed accurately, promptly, and in a judicious manner.
• Solve customer problems and complaints expeditiously.
• Resolve problems with orders, delivery dates, and customer service issues. Ricca places a premium on solving customers’ problems. Customer Support Specialists are authorized to spend $300 per occurrence to resolve customer issues.
• Ensures that customer calls are answered promptly and routed efficiently. Maintains a sound working knowledge of the telephone and voice-mail systems as well as call reporting capabilities.
• Responsible for the administration and analysis of the Customer Satisfaction Survey. Presents a report with corresponding charts for ISO compliance.
• Maintains a functional knowledge of the Customer Support Specialist duties and responsibilities through on the job training.
• Effectively participate in improvements and other projects as needed or assigned.
• Champions Functional Training Document (FTD) program through employee learning and development initiatives; standards of excellence & leader/employee accountability.
• Other duties as needed.
• Commitment to the organizations values; High Standards, Bias for Action, Teamwork, CustomerObsession, Trust, Accountability, Innovation and Growth & Learning.

REQUIRED SKILLS:

• Basic understanding of computer and applications, i.e. Microsoft Word, Excel, Power point, etc.
• Strong interpersonal skills with the ability to interact with employees and customers.
• Ability to work in a high stress and task driven environment.
• Strong communication skills, strong customer focus, and the ability to adapt quickly to changes.
• Must be able to work with minimal supervision.
• Ability to multi-task.
• Well organized.
• Ability to handle customer issues by offering appropriate solutions and/or alternatives.

EDUCATION AND EXPERIENCE:

• Bachelor’s degree in business or related field or equivalent experience required.
• Five (5) years experience in customer service working in a fast-paced environment.
• Demonstrated experience in a leadership role guiding others.
• Critical thinker and problem solver with sound work ethic and time management skills.
• Prior experience in a consulting position.
• Lead with a positive attitude and professionalism.

WORK ENVIRONMENT:
The physical environment may require the employee to work both inside and outside in heat/cold, wet/humid, and dry/arid conditions. This position may be working in the warehouse under various indoor environmental conditions, including supplemental heating in the winter months and without air-conditioning in the summer months. May be requested to work overtime and weekends. The position may occasionally be exposed to ruptured, leaking packages, some of which may contain Hazardous Materials. Where appropriate, proper safety equipment should be utilized and/or appropriate personnel notified. Frequently required to use personal protective equipment to prevent exposure to hazardous materials and chemicals. This job may require lifting of up to 50 pounds occasionally.

Starting salary $60K