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Form of workVenture Circle International LLC is a manufacturer and distributor of decorative framed mirrors, frameless mirrors, LED-lit and Designer mirrors, bathroom medicine cabinets, mirror closet door systems & washroom accessories.
VCI is now the largest independently-owned manufacturer of medicine cabinets in the Eastern United States.
For over 20 years, Venture Circle has offered cost-effective solutions for both the architect and builder of commercial and residential developments.
Headquartered in Orlando, Florida, many items are in inventory, and flexible manufacturing and distribution systems respond to your time schedule in hours or days - not weeks - when not in stock or custom.
The position leads the US Customer Service Team within Global Business Services and effectively manages their teams to world class performance through coaching, problem solving and process improvement while working as a liaison between various internal and external departments. The Manager is responsible for ensuring Customer Service provides exceptional service to all customers, ensuring on-going compliance with procedures, implementing continuous improvement and assessing employee productivity by providing guidance, training and leadership on a daily basis. The Manager is responsible for the oversight, creation and management of processes relating to order exceptions and service escalations for product backorders, material allocations, debits, credits and returns.
RESPONSIBILITIES
- Ensure the team is compliant on escalating appropriate issues for management to research and resolve
- Ability to solve problems on the spot partnered with an ability to see the bigger picture and identify improvement opportunities
- Ensure all customer inquiries (including purchase orders) are fulfilled in a timely and accurate manner
- Ensure all measurement activities including call monitoring, team metrics and customer surveys requirements are met
- Manage customer credits and returns and identify areas to improve customer satisfaction and reduce costs
- Manage recovery and escalated issues including order escalations, field actions, credits, debits and returns
- Responsible for researching, reporting and trending on data and metrics as assigned
- Drive root cause analysis of credits and return reasons to identify opportunities to reduce cost and improve customer satisfaction
- Provide oversight and guidance to call monitoring coaches and ensure that trends, issues and opportunities are being identified and take appropriate action for corrective and preventive action
- Establish, build and maintain strong, collaborative relationships with both internal and external customers in the quest to provide service excellence
- Work with Customer Service, warehouse and supply chain personnel to ensure customer fulfillment and requirements are met
- Ensure team members collaborate with Master Data to ensure all customer information is accurate
- Collaborate with Senior Management and other department managers to ensure concerns and potential issues are communicated and resolved effectively
- Work with site leadership and Quality and Regulatory Compliance to develop Customer Service initiatives and metrics to measure the goal of providing service excellence and continuous improvement
- Continuously develop, manage and improve processes and procedures that are necessary to maintain exceptional service to our customers
- Assess staffing needs on an ongoing basis, proactively recommend changes when justified
- Communicate the importance of the Quality System to all employees and report on its effectiveness
- Other duties as assigned
BASIC QUALIFICATIONS
- 2 years of prior Customer Service experience required
- Must have knowledge of concepts, practices and procedures of Customer Service
- Must be proficient in MS Office including Excel, Access, Word and Outlook
Work Remotely
- No
Job Type: Full-time
Salary: $14.00 - $20.00 per hour
Benefits:
- Dental insurance
- Disability insurance
- Health insurance
- Life insurance
- Paid time off
Schedule:
- 8 hour shift
Supplemental pay types:
- Bonus pay
License/Certification:
- Driver's License (Preferred)
Work Location: In person
Shift:
- Day shift
Weekly day range:
- Monday to Friday
Ability to commute/relocate:
- Sanford, FL 32771: Reliably commute or planning to relocate before starting work (Required)
Work Location: In person
Job Type: Full-time
Pay: $14.00 - $20.00 per hour
Expected hours: 40 per week
Benefits:
- Dental insurance
- Employee discount
- Health insurance
- Paid time off
- Vision insurance
Shift:
- Day shift
Weekly day range:
- Monday to Friday
Work Location: In person
