What are the responsibilities and job description for the Operations Manager / Account Support Manager - 14887 position at Transcend Solutions?
Operations Manager / Account Support Manager - 14887
Length of Contract : 12 Months
Location : Plano, TX
Schedule : Monday – Thursday onsite, Friday WFH
Top Required Skills :
Reverse logistics
Strong communication and collaboration
Able to create and present presentations
Must have a strong business acumen
Position Summary
This role is responsible for reporting and forecasting business performance. This role is responsible for daily customer satisfaction with post-sales support activities for mobile product handling. We are looking for an individual contributor that is fully proficient in applying established standards; knowledge based acquired from many years of experience in particular area. Works independently and considered a seasoned and experienced professional with adequate understanding of own job area. Determines approach to work and is monitored / supervised based more on milestone basis, and at key deliverable junctures.
Common Essentials / Duties and Responsibilities
Assist in reporting results and forecast anticipated areas of concern.
Assist in negotiating contractual terms and conditions with trade customers for reverse logistics, seed stock and product performance.
Assist in negotiating the reduction of penalties associated with product and service performance.
Improves key performance metrics between our client and customers by developing a deep understanding of the customers' business.
Conduct regularly scheduled meetings and ad hoc communications with key personnel in the customer's various business units / operations.
Apply advanced technical knowledge of departmental principles and procedures.
Performs work within company and regulatory guidelines.
Proactively communicate and collaborate with internal stakeholders to gather, analyze and report required / relevant business information.
Critically evaluate information gathered from multiple sources, translate high-level information into reportable details, and make strategic recommendations to Carrier Partner & Director
Provide reporting and consulting support for weekly carrier quality and reverse logistics calls.
Take the lead in improving key performance metrics between our client and customers by developing a deep understanding of the customers’ business & driving action items to resolution.
Provide Executive Level reporting on device quality, returns / defect rate performance, Carrier KPI / Scorecard efforts, and other initiatives.
Remove obstacles and propose alternative ways to meet needs if required to deliver exceptional service.
Champions initiatives which deliver customer satisfaction and promote the value of direct contact / joint activities.
Drives accountability to support teams on issues related to development of overall business performance.
Translates the strategy into a clear direction for the business and engages other teams with a clear direction, goals and targets, and drives tactical execution.
Virtual team leader for all customer care related matters assigned customers.
Cooperates directly with Trade Customers and Account teams relating to Care and product areas.
Implements, drives and is responsible for all business improvement activities in surpassing KPI’s
Deploys Care activities agreed in Account plans.
Responsible for customer support management.
Contributes to Care services development by gathering New Business Opportunities and Requirements from Trade Customers and Account teams.
Acts as a Care function lead in sales account activities.
Background / Experience
High school diploma or equivalent with 8 years of directly related experience or bachelor’s degree with 5 years of experience is required. MBA preferred.
Prior experience in service administration and / or customer service preferred.
7 Years of Telecom or equivalent experience in electronics industry preferred.
Proficiency in MS Office including Excel, PowerPoint, Outlook and Word required.
Ability to develop and maintain excellent leadership skills including proactive employee, coworker and customer working relationships with all appropriate levels within and outside the company.
The ability to provide clarification and understanding and to influence others in acceptance and approval of ideas and plans.
The ability to manage, plan, organize, assign, schedule and prioritize multiple work assignments and projects as directed.
Must be able to communicate in writing through email and reports, or orally for internal and external communications at all management and staff organizational levels for both persuasion and / or the communication of technical information.
Demonstrated ability to research, prepare, analyze and deliver data to support the management of the business
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