JOB SUMMARY:

The Aftersales Supervisor works closely with the Director of Sales Operations to ensure that the different duties of the Aftersales teams are closely monitored to ensure that staff and customer needs are being met. In addition. the Aftersales Supervisor will play a key role in not only providing strategic guidance but managing and developing the members of the Aftersales team to make sure they are learning new skills and adapting to changes as they are presented. The Aftersales Supervisor measures customer‐centric metrics and other KPI’s to analyze departmental efficiencies or inefficiencies. The Aftersales Supervisor is responsible for providing reports to the company’s management team.

REQUIREMENTS AND TECHNICAL COMPETENCIES:

• Minimum 3 years experience in Call Center Operations Management role
• Bachelor’s Degree or higher preferred and/or relevant work experience equivalency
• High School diploma required, college experience preferred.
• In-depth and hands-on experience developing and managing customer-facing call center operations
• Proven ability to drive both employee performance and retention
• Proven ability to gather and analyze qualitative and quantitative feedback and KPI data to assess program success
• Develop Team Members relations, negotiate, and hold Team Members accountable to KPI’s to improve customer and client experience
• Project management – Ability to manage teams to achieve organizational objectives
• Influencing and negotiation skills – Collaborate with cross-functional teams to influence program development, design, and execution based on program metrics and analysis
• Ability to analyze processes and develop valid solutions to resolve issues at hand
• Ability to address concerns in a consistent and fair manner across multiple programs
• Ability to maintain the highest level of confidentiality
• Excellent judgment, reasoning, and problem-solving skills
• Strong PC skills including MS Office (Word, Excel, Outlook) and web-based and Windows-based software and databases.
• Ability to influence outcomes and juggle multiple priorities in a fast-paced environment
• Experience in team management and talent development
• Excellent judgment and conflict resolution skills
• Ability to make independent decisions in a changing environment and anticipate future needs
• Energetic, flexible, collaborative, and proactive
• Exceptional written, oral, and interpersonal skills
  WORK ENVIRONMENT and PHYSICAL DEMANDS:
  · This job operates in a professional office environment and is typical of a call center and distribution operation.
  · Will have access to confidential information and required to abide by BendPak Inc.’s privacy policies and regulations concerning this information.
  · This role routinely uses standard general office equipment such as computers, phones, photocopiers, filing cabinets, fax machines, and various computer software programs.
  · Required to sit, stand, walk, climb stairs, touch, see, and hear; occasionally operate machinery.
  · Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
  · Must regularly be able to operate a mouse, keyboard, telephone, and any other computer-related equipment
  · Must have vision abilities to operate computer and phone system
  · Employee must have the ability to complete product training which can include but is not limited to on-hands training
  · Lifting ability of 40-50 lbs. and physical demands including but not limited to: standing squatting, operating machinery, and performing repetitive motions.
  · Some light travel may be required.
  · Must be able to travel both internationally and domestically.
  Job Type: Full-time
  Pay: $55,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Paid time off
• Vision insurance

Shift:

• Day shift

Education:

• High school or equivalent (Required)

Experience:

• Salesforce: 2 years (Preferred)
• Customer service: 3 years (Preferred)
• Call center management: 3 years (Preferred)
• Mechanical knowledge: 2 years (Required)
• Mechanical troubleshooting: 2 years (Required)
• Automotive Lift: 2 years (Preferred)
• Typing minimum 45 WPM: 2 years (Required)

Language:

• English (Required)

Location:

• Theodore, AL 36582 (Preferred)

Ability to Commute:

• Theodore, AL 36582 (Required)

Ability to Relocate:

• Theodore, AL 36582: Relocate before starting work (Required)

Work Location: In perso

• Oversee Team Members’ performance metrics with Departmental Directors to ensure program(s) productivity, quality, and customer satisfaction/client performance objectives are met and performed in an efficient manner.
• Communicate client and company goals and metrics with Team Members to deliver a high level of customer service.
• Assist and participate in regular performance reviews and one‐on‐one meetings with Team Members to evaluate performance against KPI’s.
• Prepare call center performance reports by collecting, analyzing, and summarizing data and trends.
• Review operational reports daily.
• Develop and implement action plans to address deficiencies.
• Provide regular feedback to Departmental Directors, Departmental Vice Presidents, and other members of the executive team regarding current operational performance.
• Ensure that all activities and initiatives meant to drive operational effectiveness are administered in a cost‐effective manner.
• Maintain and improve call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs.
• Maintain professional and technical knowledge by tracking emerging trends in call center operations management; reviewing professional publications; establishing personal networks and benchmarking state‐of‐the‐art practices.
• Ensure staff provides superior customer service to both internal and external customers.
• Responsible for the resolution of complex customer issues; resolves all escalations in a timely manner; uses independent judgment to determine appropriate ways to recover service failures.
• Answer and route calls, take messages, provide information, and direct calls to appropriate staff as necessary.
• Responsible for managing call volumes and ensuring that the queues are appropriately staffed and that call routes are maximized for efficiency.
• Assist in managing hours and scheduling for the Call Center team to ensure all shifts are covered; Call Center has a 7:00 a.m. to 4:30 p.m. Monday through Friday schedule.
• Understand BendPak, Inc.’s strategic goals. Ensure that the team meets those sales, support, and cross-selling goals by developing programs for the Call Center team, monitoring results, making recommendations to management, and taking action as necessary.
• Monitor key performance indicators for each Aftersales colleague and implement tangible plans to improve results.
• Assist in developing and maintaining departmental procedures as necessary to enhance staff training.
• With assistance from management, evaluate Aftersales staff performance; provide coaching and oversees training and education of the staff; directly responsible for the development of staff using BendPak Inc,’s LMS(BizLibrary), ensuring skill-sets evolve to accommodate the advancing needs and the demands of the business.
• Work closely with the management to ensure Aftersales personnel effectively evaluate and serve customers’ total needs (existing and potential customers).
• Train, coach, and hold staff accountable for all facets of product and service knowledge and delivery.
• Utilize BendPak Inc.’s FreshDesk and FreshSales software as a tool for meeting/exceeding cross-sale and referral expectations.
• Build and foster a healthy working environment based on teamwork.
• Provide consistent, weekly coaching to the Aftersales team.
• Leverage BendPak Inc.’s telephone system and skill tracking documents to provide feedback to foster continuous improvement and enhance customer satisfaction.
• Perform other duties as required.