Beacon Building Products
Herndon, VA
Sep 16, 2021
Sep 18, 2021
Full Time
Job purposeThe primary responsibility of the PRO+ Customer Service Manager is to lead Customer Service Representatives for our industry-leading eCommerce platform, PRO+. The manager is tasked with ensuring that Representatives are engaged and empowered, constantly striving for excellence in Customer Service. The manager will also work with other stakeholders across Marketing, Sales, and IT, identifying and communicating potential PRO+ enhancements to deliver the best possible customer experience. This is an exceptional opportunity for leaders with passion for operational excellence and who enjoy the excitement of a fast-paced, high-growth environment. This position will play an integral role in transforming how our customers shop and buy building materials from Beacon today and will help develop the future of the eCommerce organization. Roles in Customer Service also serve as excellent springboards into other positions within eCommerce, for those who are passionate and have demonstrated success. Duties and responsibilitiesResponsibilities include:Supervise Beacon PRO+ Customer Service teamOwn escalated Support issues and see through to resolutionCreate effective and impactful Customer Service procedures, policies, and standardsDevelop customer satisfaction goals and coordinate with the team to meet them on a steady basisHire and train new Customer Service Representatives; build an industry-leading onboarding program for new team membersWork across the organization to solve complex customer issuesIdentify PRO+ issues and work with Product Managers & Designers to suggest improvements and enhancements Forecast need for headcount growth and identify tools/technology needs to improve efficiencyStay informed on the latest industry techniques and methodsQualificationsQualifications include:Bachelor's degree required3+ years of experience in eCommerce or Customer Service with a clear track record of success1-3 years of hiring, training, and coaching Proven project management skillsDemonstrated ability to select, implement, and oversee Support toolsSelf-motivated and comfortable in dynamic fast-moving organizationExceptional interpersonal and communication skills; ability to navigate a cross-functional environmentStrong analytical skills with a metrics-driven mindset

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