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Stuller, Inc. Customer Omni-Channel Manager in Lafayette, Louisiana

The Customer Care Omni Channel Manager is focused on our Customer Experience strategy, allowing customers to contact our care center using their preferred method of communication. We are focused on consistent, reliable, and transparent service through all channels via phone or online services and seeking a leader who will grow and lead email, chat, SMS, and other online tools to service our changing customer needs.

Responsibilities:

  • Leading strategy in omni channel projects related to self-service customer experience through web and online tools (chat, SMS, BOT, email, and social media messenger)

  • Coordinate multiple projects inspiring participation and commitment from others.

  • Work collaboratively throughout the organization to develop and implement omni- channel tools, processes, and sales programs.

  • Work with all contact centers to expand their Omni-Channel service level through Salesforce management and quality.

  • Present and facilitate discussion on products and programs to internal and external customers.

  • Work with sales leadership in developing sales goals, aligned with company growth goals

  • Report results of goals on visual management tool

  • Process time management accurately for direct reports.

  • Participate in the hiring, termination, coaching and raise review process.

  • Manage individual direct report metrics and hold monthly meetings, both individually and with team.

  • Develop and implement methods and activities to increase group performance

  • Seek to capture customer information and record into customer relationship management system, Salesforce.

  • Supports and follows organizational and department policies and procedures.

Skills:

  • Excellent verbal and written communication skills

  • High level customer service skills

  • Forward planning and strategic thinking skills

  • Strong problem-solving skills

  • Ability to mentor and coach employees effectively

  • Ability to multi-task while working with internal and external customers

Qualities:

  • Vibrant personality with the ability to connect with employees and customers

  • Integrity in business practices and when working with others

  • Hunger for continuous improvement personally and professionally

Experience:

  • Requires a High School Diploma or equivalent GED, with a background in a people management and/or technical support management role.

  • Salesforce experience is prefered

  • Sales order entry through Oracle and consultant mode is preferred.

Req No.: 2020-7951

Work Hours (00:00 am/pm - 00:00 am/pm): 10-7pm

External Company Name: Stuller, Inc.

External Company URL: www.stuller.com

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