Advertising Account Executive, Market Retail
NBCUniversal
Supervisor, International Customer Service
Nordic Naturals
full-time
Posted on:
Origin: • 🇺🇸 United States • California
Visit company websiteSalary
💰 $60,000 - $63,000 per year
Job Level
Mid-LevelSenior
About the role
- Manage remote and onsite Customer Service Associates, International Division.
- Ensure that KPIs are being met for all channels of communication and proactively work to solve for any challenges.
- Run reporting on new or pending sales orders for the International CS department and provide status updates to account managers and warehouse management.
- Audit product allocation for all International orders.
- Work with the International Sales team to assist in forecasting for the international business based on wins/challenges/trends/distributor and customer feedback.
- Outline and implement a comprehensive onboarding program with the Department Trainer and Director of Customer Service.
- Meet with the International CS team on a weekly basis to discuss monthly customer orders.
- Monitor and report on negative customer sentiment; adverse reactions in overseas markets, and work with CS Director, Marketing, Legal and QA to ensure that the correct actions are taken to protect the brand.
- Work with Dept. Trainer, and Director, CS to identify needed processes and/or streamline and improve existing processes leading to better efficiencies and overall profitability.
- Create a monthly report identifying revenue at risk and distribute to the Director of Sales and Director of Customer Service.
- Ensure the team is processing distributor credits and quarter marketing coop spend.
- Proactively handle all distributor shipping logistics and track/report on challenges.
- Monitor and track agent performance metrics and coach to excellence.
- Drive performance to meet order entry deadlines, and hit monthly and quarterly goals while monitoring OOS to ensure appropriate distributor allocations.
- Manage and maintain the Zendesk Knowledge Base for cohesive communication for the department.
- Build and maintain positive working relationships with internal business partners:Warehouse, Operations, Accounting, Education, QA, etc. to handle and solve issues.
- Track and report to Retail/International Manager, of Customer Service on Goals vs Actual for the department
Requirements
- 3+ years of supervisor experience
- The ability to fluently speak and write a second language is preferred but not required.
- Exceptional written and oral communication skills
- Ability to work independently and multitask efficiently
- Experience to manage multiple tasks, think ahead and consistently deliver results in a high volume, customer focused environment while supporting a team and elevating CX to the next level.
- Collaborates at an executive level to pro-actively think about the existing CX, work with the leadership to explore new avenues and effectively implement CX enhancing changes to the division.
- Dedication to Leadership, you lead by example and inspire others to follow suit!
- Interpersonal skills, you always deliver exceptional customer service
- Great coach and teacher, you’ll help new Customer Service Associates learn the ropes and refine their skills
- Adaptable and ambitious, you will enthusiastically take on other assignments as needed to support your team!
- The ability to work well under pressure and take a proactive approach as we work to elevate the customer experience
