Customer Experience Manager II

Overview

The Customer Support Manager II leads a defined group of Customer Support Representatives providing guidance, support and service for our Tier 1 (highest revenue/revenue potential) customers. They are responsible for developing customer service strategies and plans to maximize the satisfaction of these customers, which will translate into added revenue.  The Manager is responsible for continuously improving the customer experience by identifying pain points, gathering feedback, and implementing solutions to enhance satisfaction. The Manager will review existing customer service processes and identify opportunities for streamlining, automation, and efficiency to enhance service delivery. They will collaborate closely with the Tier 1 Sales team/Leaders, Finance & Billing, supply chain and other support teams to align customer service efforts and ensure a seamless customer experience and contractual obligations. 

Primary Responsibilities:

• Lead a CSA team to effectively support our highest revenue customers, including ensuring associates resolve all customer queries in a timely and effective manner.
• Ensure team achieves all assigned metrics, with an emphasis on those related to quality of resolution.
• Conduct regular team meetings and communicate important information effectively. Utilizes metrics to monitor performance and drive continuous process improvement.
• Report on performance of associates, key drivers and underlying trends.
• Ensure clear communication with sales team on customer resolution status as needed.
• Monitor team performance and provide regular feedback and coaching to drive performance improvement.
• Coach and develop team members to enhance their skills and performance.
• Provide ongoing trainings for all associates, tailored to the needs of the teams.
• Set clear expectations and goals for the team and ensure they are aligned with company objectives
• Hold associates accountable when not met
• Manage and track individual and team projects and tasks as needed.
• Monitor incoming workflow and assign work to support team based on priorities.
• Partner with sales leadership, as well as other business units to implement improvements that will positively impact the customer’s experience.
• Ensure all customer resolutions are being handled, even those that fall outside of team’s immediate purview.
• Other duties and responsibilities as assigned.

Education and Experience:

• Level of Formal Education: High School diploma or equivalent, Bachelors preferred
• Area of Study: Customer Service, Management
• Years of Experience: Minimum 5-7 years of experience in related field
• Type of Experience: Experience managing a customer care or sales support team.
• Technical Competencies & Information Systems: 
•  
  • Basic computer skills and the ability to use computers and technology for information, and to access information necessary to complete the job.
  • Proficient in Microsoft suite (Excel, Word, and Powerpoint)
  • Knowledge of computer systems and telephony technologies. 
  • Gmillennia, OfficeDepot.com, BSD.OfficeDepot.com, AOPS, ES9000, OD CSR System, and other applications
• Skills & Abilities: Ability to lead a team and drive performance.
• Language Skills: Excellent communication in English (written and verbal) and interpersonal skills

About The ODP Corporation: The ODP Corporation is a leading provider of products and services through an integrated business-to-business (B2B) distribution platform and omnichannel presence, which includes world-class supply chain and distribution operations, dedicated sales professionals, online presence, and a network of Office Depot and OfficeMax retail stores. Through its operating companies Office Depot, LLC and ODP Business Solutions, LLC, The ODP Corporation empowers every business, professional, and consumer to achieve more every day. 

Disclaimer: The above statements are intended to describe the general nature and level of work being performed by associates assigned to this classification and are not intended to be a complete list of all responsibilities, duties and skills required of associates so classified. Other duties may be assigned.  

Pay, Benefits & Work Schedule: The salary range for this role is $67,900/year to $80,000/year, however all state and local minimum wages will be complied with, resulting in a possible adjustment to the salary range displayed. The company offers competitive salaries, a benefits package, which includes a 401(k) and more, along with plenty of opportunity to move and grow within our organization! You will be eligible to participate in an incentive program, paid in accordance with the Incentive Plan terms and conditions. For immediate consideration for this exciting position, please click the Apply Now button. 

How to Apply: Click the Apply Now button and follow the instructions on each page. When you have completed the application, click the submit button. 

Application Deadline: The job posting will remain open for a minimum of 3 days and will expire once the position has been filled. 

Equal Employment Opportunity: The company is committed to providing equal employment opportunities in all employment practices. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, citizenship status, marital status, age, disability, protected veteran status, sexual orientation or any other characteristic protected by law. 

We will consider for employment qualified applicants with arrest and conviction records City & County of San Francisco Fair Chance Ordinance.