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Manager, Customer Service

Company: SYNNEX Corporation
Location: Greenville
Posted on: July 15, 2019

Job Description:

@SYNNEX, we believe everyone has a story to tell. If you have a passion for advancing technology solutions, always putting customers first and want to become part of a team that embraces differences and creates trends, build your career story with us. We strive to create a work environment that is fun and inclusive with a sense of work-life balance and charitable giving. Our recruiting experience is digital! Technology is at the core of our business we dont just sell technology, we use it. The power of digital interviewing allows you the flexibility of using your computer or mobile device to record your interview on your own schedule in the comfort of your home. Our recruiting process allows you to tell your story in a stress-free way that is interactive and fun, so if you receive a link to Share your Story with us, we hope you have an awesome digital experience. Manager, Customer Service You will be responsible for directing the activities of both inbound and outbound customer complaints with a focus on resolving return authorizations, incidents and discrepancies while providing strategic leadership and direction for the delivery of post-sales services and support to clients/customers with an emphasis on analyzing operational processes and escalation procedures identifying opportunities for improvement and develop department procedures accordingly creating value add for customers/clients. Additionally, the Manager, Customer Service will act as an advocate for customers/clients in dealing with multiple departments across the organization and is accountable for the selection, development and evaluation of personnel to ensure the efficient operation of customer service functions. Get Inspired by the Work Youll Do Provide both management and technical leadership Manage return materials authorization (RMA) processes for ensuring customer returns, exchanges, service and repairs are done with speed and accuracy and all client/customer service delivery issues are resolved Lead the operation, staffing and execution of the customer service function to meet business requirements and goals Select, develop and evaluate personnel to ensure the efficient operation of customer service functions Implement customer service department procedures Liaise between customers and Warehouse, Carriers / Traffic, Sales, AP, VCM and Product Management to resolve status, production, delivery and billing inquiries Dealing with complex customer situations and building business alliances and relationships Establish operational objectives and work plans Ensure maximum efforts have been taken to resolve dispute and take care of the customer Monitor and drive continuous improvement in performance across key metrics Review contract drafts during negotiation phase to ensure that return and shipment verbiage does not conflict with ability to meet expectations Ensure all processes are well documented in procedural format Your passion is sparked by: Bachelors Degree from an accredited college or university with a minimum of eight to ten years of directly related customer service management experience and/or equivalent education and experience Must possess extensive experience resolving customer issues across multiple departments in a complex, growing business environment. Extensive understanding of industry customer service procedures and practices with proven experience meeting tight deadlines in a high-pressure environment Demonstrated negotiating and conflict management skills with a proven background of resolving tough problems and issues while maintaining a customer friendly environment An extensive working knowledge of MS Excel as well as advanced mathematical and analytical skills required Proven experience navigating through complex organizational structures, systems and processes dealing with complex customer situations determining and implementing appropriate customer service policies Demonstrated verbal and written business communication skills with a proven background multi-tasking in a fast-paced, high stress environment while interfacing with other departments both internally and externally (Sales, Product Mgmt., Warehouse, Traffic, Credit, etc.) @ SYNNEX Corporation, we believe employees are our greatest asset and we empower them to make a difference in our business. Diversity and inclusion makes us all better. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, age, disability, protected veteran status, and all other protected statuses. @ SYNNEX Canada Limited, we are committed to supporting accommodation and inclusivity for persons with disabilities throughout the recruitment process and employment lifecycle. If you require accommodation during the recruitment and selection process, please let us know; we will work with you to meet your needs. Note: The preceding job description has been designed to indicate the general nature and level of work performed by employees with this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.

Keywords: SYNNEX Corporation, Greenville , Manager, Customer Service, Executive , Greenville, South Carolina

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