What are the responsibilities and job description for the Sumter Customer Service Manager position at PRIDE Enterprises?
JOB SUMMARY: Provide leadership and direction for an inmate worker staffed customer support center in a manner consistent with PRIDE’s strategy. Supervise PRIDE-wide Customer Service efforts.
ESSENTIAL DUTIES AND RESPONSIBILITIES: Other duties may be assigned.
- Supervise inmate worker staff in a manner consistent with PRIDE’s Statutory Mission to provide training and marketable job skills to assist with re-entry into society. Prepares inmate payroll.
- Coordinate activities associated with supporting the sales efforts of PRIDE’s sales business units and representatives, collateral materials, information, and other activities to facilitate sales closings. Execute integrated campaigns in support of marketing efforts.
- Provide management and oversight for the administration, execution, statistical reporting, and monitoring duties associated with PRIDE’s centralized customer service department.
- Manage and maintain professional Customer Service Support for all of PRIDE through recording, statistical reporting, monitoring and follow up on incidents, quotes, and purchase orders (received at CS), ensure proper resolutions for all customer service issues are completed in a timely manner and provide PRIDE customers with competent and courteous assistance.
- Provide support to the PRIDE Sales Team by forwarding leads obtained from customers and assuring that the Sales Team members are aware of any issues with orders.
- Development of state-wide customer service plan including report analysis procedures, and all Customer Service metrics.
- Development of integrated marketing campaigns including call center activities in conjunction with assistance from marketing personnel.
- Processes all ARIBA orders.
- Conduct market research and develop prospect lists.
Education and Experience: High School Diploma with a minimum of 5 years’ sales related experience. Related experience includes call center management, sales management, inside sales management, etc.
Language Skills: Ability to clearly communicate both verbally and in writing.
Mathematical Skills: Ability to perform intermediate business calculations and reporting.
Reasoning Ability: Ability to develop reasonable solutions to a variety of situations that may or may not have previous solution sets. This position requires on the spot decision making.
Specialized Knowledge and/or Skill: A thorough understanding of the purchasing process and the supporting activities. Needs intermediate report writing skills.
Other Skills and Abilities: The ability to plan, lead, and direct the activities of a skilled and unskilled workforce. Teaching and training skills are a requirement. Must be proficient in the utilization of PRIDE’s ERP system.
Physical Demands: Normal office environment physical demands apply to this position. Reaching the work location requires a lengthy walk.
Work Environment: Normal office environment. Some exposure to non-climate controlled working conditions. Requires considerable telephonic and PC based communication activities.
Principal Contacts: SBU general managers, sales managers, sales reps, industry managers, other PRIDE staff, customers, inmate workers, State of Florida DMS staff, and FDC personnel.
