Job Details
Job Description Supv Customer Service - VIC0996 - Manage employees performance to ensure customer focus, quality, service, productivity objects are met, technical accuracy and adherence to processes/standard operating procedures (SOPs). Provides coaching and motivation of individual staff to drive performance excellence. Accurately assesses strengths and development needs of employees, providing timely and specific feedback to drive performance excellence. Assists employees with professional development by providing goals, assignments and opportunities for further development.
- Supports and effectively communicates the departments objectives on a regular basis to staff. Communicate updates and changes to each team as applicable and ensure all employees understanding of the updates. Effectively manage and lead each of the teams through changes.
- Creates, motivates and fosters a trusting and engaging work environment with a focus on employee retention and culture of living the CooperVision values. Ensure a culture of accountability, integrity, respect and teamwork.
- Motivates and creates a positive work environment to maximize performance standards.
- Acts as a role model for department; leads by example, sets the standard for employees to follow, projecting professionalism, demonstrates a positive attitude and creating a professional atmosphere.
- Supports CS and CVI objectives, initiatives, ensures adherence to company and departmental policies and values.
- Actively participates with all levels of the CS Leadership Team.
- Responsible for the development and implementation of the Consultant line of customer support to include structure, responsibilities, success measures and ongoing review of the Consultation function.
- Other duties as assigned
* Strong knowledgeable in Baan, salesforce.com, Egain applications.
* Proficient use of Outlook and Microsoft Office suite. Intermediate skill in the use of Excel and Word; advanced preferred.
* Ability to read and understand highly technical material, government procedures and regulations pertaining to importing/exporting contact lenses.
* Ability to effectively write reports including business correspondence and ad-hoc analysis reports upon request. Ability to provide financial reports having any impact to the business.
* Willingness and ability to learn and take on additional responsibilities, building current skill set and gain knowledge.
* Ability to learn new programs, products, processes. Ability to understand, apply and explain company policies/procedures.
* Strong business acumen. Proven ability to make sound business decisions.
* Ability to establish and maintain positive and effective working relationships both internal and external. Ability to work well in a team environment. Self-motivated and has the ability to project a positive attitude. Proven people skills to build solid relationships with professionals at all levels. Conducts themselves in a professional/friendly manner including and maintaining confidentiality. Exhibits patience and respect when dealing with employees or customers.
* Active listening skills and effective communication, including presenting to groups. Effective verbal and written communication skills needed.
* Ability to analyze, investigate and resolve issues. Ability to plan, prioritize, multi-task and meet deadlines. Attention to detail is imperative.
* Strong performance management abilities. Solid leadership skills and ability to direct and motivate staff with integrity and ethics.
* Bilingual skills are desired (fluent in English and Spanish)
* Professional office environment in line with corporate office standards as well as ability to work in a warehouse environment.
* Sedentary to light physical effort necessary to perform job functions. Ability lift up to 50 pounds, sit and stand for extended periods, work in extreme tempatured environment.
* Prolonged sitting in front of a computer.
* Adheres to SOPs, warehouse facility guidelines and regulatory guidelines.
* Minimum of 7-10 years supervisory experience required. Leadership experience and emphasis on managing, mentoring and coaching people, relationship management and managing process performance.
* Ability to work cross-functionally with peers and employees from multiple departments.
**Primary Location**
: United States-New York-Rochester