Position Summary:

Responsible for handling the daily (routine) management of 8 to 15 customer service representatives.  Accountable for ensuring that the customer service operation runs smoothly, and for guiding and directing the daily activities of customer service personnel.  Works directly with customers when necessary.

Responsibilities:

1.Maximizes customer satisfaction by ensuring that the customer service team provides outstanding customer service.

2.Maximizes contribution margins at the customer accounts serviced.

3.Ensures smooth day-to-day operation of the customer service department.

4.Manages annual departmental expenses within approved budget.

5.Acts as team leader for customer service personnel at the assigned location.

6.Effectively aligns customer service representatives with accounts to be serviced.

7.Provides ongoing supervision, training, coaching and overall direction to ensure work is completed accurately and timely.

8.Conducts periodic performance reviews with customer service representatives.

9.Develops knowledge of the customer accounts serviced, specifically; understanding the buying process and business process for major customers, being able to identify key contacts at major customers and having the ability to identify critical issues at major customers and having the knowledge/support of plans to ensure customer satisfaction. 

10.Demonstrates broad understanding of SunSource’s customer service functions, processes and tools, and their impact on other SunSource departments. 

11.Ability to process orders and returns, navigate trend system, interpret pricing structure, utilize support systems, interpret and ensure proper execution of policies and process quotes. 

12.Demonstrates the ability to communicate and coordinate efforts effectively with all SunSource departments to ensure that internal and external customer issues/concerns are resolved in a timely manner.  

13.Demonstrates a broad understanding of SunSource technology/service offerings and attain a passing score on the related proficiency test; also demonstrate advanced knowledge of SunSource conversion capabilities. 

General Education and Experience:

1.Education -- B.S required, or a combination of experience and education in lieu of formal degree.

2.Experience --6 or more year’s customer service experience, a successful track record of handling all types of customer accounts, and a thorough understanding of the processes and detail of the customer service function.  2 or more years managing as a supervisor or working in a lead position is desirable.

3.Skills and Knowledge -- 

Communication Skills:

 Employee should demonstrate excellent verbal and written communication skills.

Management Skills:

Employee should demonstrate strong problem-solving and decision-making skills, as well as strong leadership ability.

Selling Skills:

Employee should demonstrate the following:

•Ability to identify, from existing orders, incremental selling opportunities within current customers and to communicate those opportunities to outside sales

•Ability and skills to up-sell customers to better, more value-added products

•Ability to tie-in complementary products to existing sales

Computer Proficiency:

Employee should be proficient with software programs relating to the customer service position including Trend, Microsoft Excel, Microsoft Word, E-mail and vendor pricing programs.

4.Physical Requirements -- Ability to sit for long periods of time (up to 8 hours) utilizing a telephone, computer, computer screen, and keyboard.