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Manager job

EssendantSuwanee, GA
Essendant jobs

Company

Salary

Skills

Company Description

ESSENDANT Inc. is a leading national wholesale distributor of business products. We strive for more than just success— we believe in building partnerships that transcend with our internal and external customers. Our business wouldn’t be thriving without our hardworking employees. If you have a passion to strive for more, ability to generate ideas, and want to grow your career— we motivate you to join our organization. We encourage our employees to utilize internal relations: team support, training, and mentoring. We value and appreciate our employees. We are one team. We are Essendant.

Job Description

Primary Purpose Responsible for providing leadership and direction to a multi-functioned contact center operation with a focus on driving best-in-class performance across all key performance indicators including: Customer experience (NPS), sales growth, operational efficiency, contact center metrics, associate satisfaction (AEP), and budget management. Provides oversight to managers/supervisors to ensure efficiency and effectiveness of the operation as well as provide leadership that fosters a strong, team-oriented culture. Drives operational effectiveness through continuous improvement efforts and effective planning and execution of functional and organizational business strategies. Scope: The Manager is responsible for supporting for leading an individual Care Center set up to support various customer segments within their site. The manager is accountable for managing daily customer support needs across the dealer & distributor base of ~ 3,000+ customers performing up to 1.5M contacts annually for the customer segments. This leadership role supports a customer base of ~$3 billion in sales revenue for the company and manages a site budget up to $3M. The role directly manages anywhere from 3-8 exempt supervisor/managers leading Care associate teams averaging 15-20 headcount. Major Responsibilities + Drives the implementation of customer relationship management strategies with a focus on developing a best in class contact center team accountable for building and maximizing relationships with customers, vendors and business partners across the enterprise. + Ensures effective recruiting and onboarding processes are in place driving the hiring of top level talent for associate and leader positions. + Enhances partnerships throughout the Enterprise and collaborates effectively in support of driving an improved customer experience (ie Pricing, Transportation, Operations & Sales). + Partners and collaborates effectively with other Care leaders in a virtual queue environment driving consistent process practices across customer segments, maintaining quality goals for all customer contact points and ensuring the proper alignment of workforce resources to meet established service level goals. + Provides leadership and coaching to managers & supervisors to effectively supervise and coordinate activities for the Customer Care associates ensuring achievement of all key performance indicators. + Utilizes continuous improvement practices ensuring business processes are analyzed to ensure maximum efficiency, deliver an improved customer experience and meet SOX compliance requirements. + Participates in cross functional projects in a variety of roles; Sponsor, business lead, steering team or design team. + Assists with the planning, execution and measurement of short and long term strategic objectives for the Care organization to enhance or improve upon service capabilities to achieve corporate objectives. + Regularly reviews goals, performance metrics and manages to a site budget as well as a Care division budget. + Creates an environment that drives customer and associate satisfaction while maintaining cost requirements. + Develops policies and procedures for all aspects of the site location. + Understands and demonstrates Essendant’s Guiding Actions, Associate Relations Strategy and Core Values. + Performs other duties as assigned. Skills/Knowledge Required + Demonstrates exemplary leadership skills. + Excellent communication skills both verbally and in written form. + Strong interpersonal and relationship building skills. + In depth knowledge of Customer Care Operations and processes. + Ability to build, train and motivate a strong work force. + Demonstrates the ability to positively influence and support change. + Highly skilled in continuous improvement orientation and drives this as a core competency. + Managed expenses and budget requirements. + Experience utilizing CRM and WFM tools. + Intermediate skills with Microsoft Office (Word. Excel, PowerPoint, Access, Outlook). Education and Experience + Bachelor’s degree in Business, Management or a related discipline required. + MBA or an advanced degree preferred. + Minimum 8 years’ management experience, preferably in a Contact Center environment. + Experience managing a minimum of 50 associates. Equal Opportunity Employer/Protected Veterans/Individuals with DisabilitiesThe contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information.QualificationsRequiredPreferredLicenses & CertificationsRequiredPreferred
Estimated annual salary
$58,183
average
Minimum
$29,152
Maximum
$97,683

TASKS

  • Review processing schedules or production orders to make decisions concerning inventory requirements, staffing requirements, work procedures, or duty assignments, considering budgetary limitations and time constraints.
  • Direct or coordinate production, processing, distribution, or marketing activities of industrial organizations.
  • Develop or implement production tracking or quality control systems, analyzing production, quality control, maintenance, or other operational reports to detect production problems.
  • Review operations and confer with technical or administrative staff to resolve production or processing problems.

SKILLS

  • Reading ComprehensionUnderstanding written sentences and paragraphs in work related documents.
  • Active ListeningGiving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
  • WritingCommunicating effectively in writing as appropriate for the needs of the audience.
  • SpeakingTalking to others to convey information effectively.

KNOWLEDGE

  • Administration and ManagementKnowledge of business and management principles involved in strategic planning, resource allocation, human resources modeling, leadership technique, production methods, and coordination of people and resources.
  • ClericalKnowledge of administrative and clerical procedures and systems such as word processing, managing files and records, stenography and transcription, designing forms, and other office procedures and terminology.
  • Customer and Personal ServiceKnowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
  • Personnel and Human ResourcesKnowledge of principles and procedures for personnel recruitment, selection, training, compensation and benefits, labor relations and negotiation, and personnel information systems.

Essendant

Type

Company - Public

Size

Large

Revenue

$2B to $5B

Location

Suwanee, GA, and others

Industry

Wholessale - Paper & Paper Product

Founded

1922

CEO

Robert B. Aiken JR.

Job Filters

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Closed Job Filters

Driver LeadEssendantWest Coxsackie, NY
Major Responsibilities + Ensures that all orders are accurately and efficiently delivered in compliance with specified customer instructions and company policy. + Assists the TransportationRead more
Driver (4:00am - 1pm)EssendantEdison, NJ
Primary Responsibilities Loads product onto truck at the Distribution Center and prepares for delivery. May be required to use power equipment, such as a forklift or pallet jack, to load the truck.Read more
Job Details Requisition Number 16-3211 Title Warehouse Associate II - 2PM-10PM City Walker State MI Zip Code 49544 Description Essendant is a pure wholesale distributor of a broad range of businessRead more
Manager DEPAR08272 Full-Time Denver, CO Denver, CO, USA Description Essendant is a pure wholesale distributor of a broad range of business products including office, janitorial, break room andRead more
Distribution Associate 2 (5am-1pm)EssendantGrand Prairie, TX
Description Essendant is a pure wholesale distributor of a broad range of business products including office, janitorial, break room and industrial supplies. We win from the middle of the supply chainRead more
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