Summary

JOB SUMMARY Responsible for management of company’s inbound call center.  Manages customer requests and contacts customers directly to resolve service issues to ensure the highest level of customer satisfaction is delivered on a consistent and repeatable basis.  Maintains and monitors departmental metrics and holds representatives accountable for performance.  Assists Sales with quotes.PRINCIPAL DUTIES AND RESPONSIBILITIES-Directs activities of Client Services staff overseeing quotes, bookings, and general inquiries and manages all inbound customer requests for services.-Resolves service issues by working with customers, Trucking, Operations, and port personnel. -Assists in sales efforts by ensuring quotes are complete.  Visits key customers to ensure satisfaction.-Manages the phone queues and monitors calls for quality control.  -Develops and provides ongoing training to all Client Service Representatives to ensure that changes in policies, processes, and compliance are up to date. -Monitors and manages all KPIs to ensure quality of departmental deliverables.  -Ensures all processes and procedures are updated in the OLR.-Monitors employees performance and administers corrective action as required. -Manages work group and related costs through effective scheduling of employees.-Contacts customers to follow up on service issues.  Collects feedback and forwards to appropriate Tropical departments. -Performs all other related duties as requested.EDUCATION: Associates Degree in Business Management or in a related fieldEXPERIENCE: Five years experience in management of customer service and a centralized call center.LICENSE: Valid Local Driver's License and Valid PassportTRAVEL: 5% Travel to other Tropical Shipping locations

Description

JOB SUMMARY 
Responsible for management of company’s inbound call center.  Manages customer requests and contacts customers directly to resolve service issues to ensure the highest level of customer satisfaction is delivered on a consistent and repeatable basis.  Maintains and monitors departmental metrics and holds representatives accountable for performance.  Assists Sales with quotes.

PRINCIPAL DUTIES AND RESPONSIBILITIES
-Directs activities of Client Services staff overseeing quotes, bookings, and general inquiries and manages all inbound customer requests for services.
-Resolves service issues by working with customers, Trucking, Operations, and port personnel. 
-Assists in sales efforts by ensuring quotes are complete.  Visits key customers to ensure satisfaction.
-Manages the phone queues and monitors calls for quality control.  
-Develops and provides ongoing training to all Client Service Representatives to ensure that changes in policies, processes, and compliance are up to date. 
-Monitors and manages all KPIs to ensure quality of departmental deliverables.  
-Ensures all processes and procedures are updated in the OLR.
-Monitors employees performance and administers corrective action as required. 
-Manages work group and related costs through effective scheduling of employees.
-Contacts customers to follow up on service issues.  Collects feedback and forwards to appropriate Tropical departments. 
-Performs all other related duties as requested.

EDUCATION: Associates Degree in Business Management or in a related field
EXPERIENCE: Five years experience in management of customer service and a centralized call center.
LICENSE: Valid Local Driver’s License and Valid Passport
TRAVEL: 5% Travel to other Tropical Shipping locations

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