Manager of Customer Service and SAP Lead Trainer

Position:

Department:

Reports To:

Brief Summary

Effective leadership, ensuring response accuracy, adequate phone coverage, appropriateness, quality and timeliness of response. Manage day-to-day functions of staff including: scheduling, workload and special projects. Coach, counsel and challenges Call Center Staff, Team Leader as well as International Catalog Sales Team Leader. Develop training programs.

Essential Functions:

• Responsible for Department's overall daily marketplace sales operational activities
• Hire and train staff in email, phone and chat techniques and customer service policy
• SAP Lead Trainer ensure the EO team is trained on navigational & function process
• Set goals and objectives for the department
• Report to senior management on customer satisfaction
• Monitor and analyze inquiry and complaint trends
• Monitor on-the-job performance
• Responsible for weekly monitoring/evaluation/feedback
• Coordinate the customer service effort with the purchasing and shipping/fulfillment areas
• Coach/Counsel sales reps
• Evaluate department performance and goals
• Direct and coordinate overall department operations and administration
• Responsible for meeting or exceeding company goals
• Responsible for Asia Marketplace Sales Activity
• Process Letters of Credit
• Process Cash Against Document Orders
• Quotes/Proformas
• Comply with federal, state, and company policies, procedures, and regulations

Qualifications:

To perform this position successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable Accommodations may be made to enable individuals with disabilities to perform the essential functions.

Required Skills & Abilities:

• Ability to motivate and lead other employees
• SAP/MS Word/Excel Skills
• Excellent written and verbal communication skills
• Highly organized
• Attention to detail
• Working knowledge of current policies and procedures for data entry
• Knowledge of PowerBI and other data analysis tools
• Knowledge of SAP HANA is a plus
• Experience working with SEA customers/Clients
• Experience working on various e-procurement platforms
• Knowledge of Eskar or similar CRM/CIM is a plus

Education/Experience:

Must have a Bachelor's degree or equivalent; at least 8 years of Customer Service experience with minimum 3 years of supervisory experience.

Physical Requirements:

Ability to operate office equipment such as a copier; ability to see details at a close range; ability to sit at desk or PC for long periods of time; work in office setting.

Edmund Optics shall, in its discretion, modify or adjust the position to meet the company’s changing needs.

This job description is not a contract and may be adjusted as deemed appropriate in the employer’s sole discretion.