SanMar

Business Analyst

• Amass and analyze data from multiple internal and external sources to influence effective decision making by senior management.
• Take lead in requirement gathering, including appropriate supporting documentation.
• Evaluate multiple data sources and consistency approach to performance measurement results and data interpretation.
• Partner with departments organization wide to propose and implement reports, dashboards and similar tools critical to making strategic decisions.
• Track the impact of initiatives, along with bringing creative insight based on results on a weekly, monthly and annual basis.
• Assists with identifying root causes for problems and identifying solutions.
• Develop subject matter expertise in platform functionality and features.
• Assist with the development of content and the delivery of project communications and stakeholder management.
• Effectively communicate and document business and system information.
• Assist with project management and analysis within projects of significant size or impact.
• Perform other duties as assigned.
• Comply with all policies and standards.

Customer Support

• Provide world class customer service for internal and external customers.
• Take inbound calls while maintaining professionalism and establishing positive rapport.
• Learn computer system applications to accurately process transactions and maintain customer data.
• Educate customers on products and services via phone, email, and chat.
• Provide basic troubleshooting including product knowledge, recommendations, and problem resolution.
• Build and maintain positive relationships with internal customers and team members.
• Stay informed on communications and training to ensure accurate protocols are followed.
• Build knowledge of relevant company products, processes, programs and technology.
• Participate in related duties and projects and perform other duties as assigned.
• Comply with all policies and standards.
• Shift hours: 8:45am-5:15pm PST; ability to work on computer for multiple hours with frequent interruptions.
• Quarterly travel may be required.

Customer Service Representative

Inside Sales

• Oversee a dedicated Customer Outreach team, providing hands-on leadership and support to ensure proactive engagement with current and prospective clients.
• Monitor daily outreach activities including outreach effectiveness, call quality, activity adherence and value, attendance, and productivity.
• Monitor the Outreach Dashboard for accuracy, and to provide a steady and sustainable workload.
• Responsible for aligning their team with the department, functional and company goals and guiding principles.
• Use seasoned professional concepts and company objectives to identify and develop areas of opportunity and resolve complex issues in creative and effective ways.
• Tailor coaching style to their individual team members using the different methods, techniques and evaluation criteria for obtaining results as trained.
• Ensure team members are fully informed of all new information related to products, procedures, customer needs and company related issues, changes or actions.
• Prepare performance evaluations and meet with team members by scheduled deadlines.
• Work closely with Inside Sales Managers to participate in decisions that guide the direction of the department.
• Continuously monitor and evaluate Inside Sales policies, procedures and systems leading to improvements.
• Perform other duties as assigned.
• Comply with all policies and standards.

Supervisor, Inside Sales – Customer Outreach

• Take inbound calls while maintaining a high level of professionalism and working to establish a positive rapport with every customer
• Learn computer system applications to accurately process transactions and maintain customer data
• Educate customers on products and services via phone, email, and chat communications
• Provide basic troubleshooting for customers including product knowledge, recommendations, and problem resolution
• Build and maintain positive relationships with internal customers and team members
• Stay informed on all communications and training to ensure accurate protocols are followed
• Build knowledge of relevant company products, processes, programs and technology
• Participate in other related duties and projects as assigned by the supervisor or manager
• Perform other duties as assigned
• Comply with all policies and standards