Customer Care Mngr
Requisition Number 17-0206
Title Customer Care Mngr - IN
Employment Type Full Time
Shift NA
City Indianapolis
State IN
Description
Essential Purpose of Position
To efficiently and effectively process daily financial transactions and provide an excellent shopping experience while creating customer loyalty. Coach, train, and develop the office team to provide excellent customer loyalty service. Responsible for managing the operations of a store office and staff.
Job Related Responsibilities
1. Handling inbound/outbound calls including driver calls
2. Schedule Technician appointments to service merchandise when appropriate based on warranty
3. Determine adequate staffing needs and proactively fill open positions.
4. Select, train, and evaluate office staff.
5. Coach, develop and hold accountability with staff as required.
6. Ensure a high level of customer service standards are met consistently by all office associates.
7. Prepare, complete and audit the following reports daily:
Floor Sample
COD
Confirm no past due orders are open in Oracle
Sales Tax Audit
Sort Code Audits
1st Sunday, Unfilled.
FIN
a. Prepare, complete, and audit the following reports weekly:
LWY
CBD
2nd Sunday
Open Wood Kits
Open Bed guards
Code 345 report
8. Maintain/audit petty cash weekly.
9. Finalize Direct Ship PO's timely.
10. Perform the following maintenance to orders as necessary including:
Dollar Transfers
Back orders
GPSR
Add floor locations
11. Have a thorough working knowledge of the organization's policies and procedures to effectively manage office operations and resolve customer complaints.
12. Effectively communicate policies and procedures to staff as well as areas of concern to management.
13. Count drawers prior to store opening each day. Ensure drawers are locked, keys are secured and daily drops are made as needed.
14. Ensure daily transactions, including Gafco contracts and check refunds, are completed accurately and timely and sent to Accounting for processing.
15. Process customer sales when circumstances require.
16. Audit the previous day's work for accuracy.
17. Schedule the office associates according to business needs and labor budgets.
18. Update E-time weekly to ensure payroll deadlines are met.
19. Identifying process breakdowns and other customer issues and bring them to resolution through interaction with relevant teams
20. Maintain a well organized, supplied, and clean office to support the store's sales efforts.
21. Performs additional duties as requested.
Requirements
Basic Competencies of Every Employee
Attendance & Punctuality
Scheduling Time off
Begin work on time
Keeps absences within guidelines
Arrives to meetings & training on time
Planning & Organization
Prioritize and plan work activities
Use time efficiently
Plan for additional resources
Integrate changes smoothly
Set goals and objectives
Work in an organized manner
Teamwork
Balance team and individual responsibilities
Exhibit objectivity and openness to others' views
Give and welcome feedback
Contribute to building a positive team spirit
Put success of team above own interests
Basic Management Competencies of Every ManagerPerformance Coaching
Define responsibilities and expectations
Set goals and objectives
Give performance feedback
Recognize contributions
Encourage training & development
Managing People
Provide direction and gain compliance
Include subordinates in planning and make self available to subordinates
Take responsibility for subordinates' activities
Discipline where appropriate
Provide regular performance feedback
Develop subordinates' skills and encourage growth
Judgment
Display willingness to make decisions
Exhibit sound and accurate judgment
Support and explain reasoning for decisions
Include appropriate people in decision making process
Make timely decisions
Delegation
Delegate work assignments
Match the responsibility to the person
Give authority to work independently
Set expectations and monitor delegated activities
Provide recognition for results
Leadership
Exhibit confidence in self and others
Inspire respect and trust
React well under pressure
Show courage to take action
Motivate other to perform well
Qualifications
1. Must have a thorough working knowledge of computers, operations that relate to the store's office operations and be able to train staff.
2. Two years of progressively responsible office positions are required.
3. Outstanding communication (both written and spoken English), customer service and leadership skills are required.
4. Must have the ability to ensure compliance with company policies and procedures.
5. Must be computer literate.
6. Associates Degree in Office Management preferred.
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Estimated Salary: $20 to $28 per hour based on qualifications.
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