OUR MISSION

Protecting People with world-leading safety solutions

OUR COMPANY

ECCO Safety Group (ESG) is a global leader in emergency lighting and audible warning equipment for commercial and emergency vehicles. With nearly 1,000 employees worldwide, ESG serves more than 500 original equipment manufacturers (OEMs) and thousands more private label, fleet and aftermarket customers in a range of industries from heavy construction to material handling equipment to utilities and public safety.

JOB SUMMARY

Manages the day-to-day operations of the Inside Sales Team and customer base consisting of both prospective and existing customers. Leads and develops the Team Members as necessary in accordance with business goals.

DUTIES AND RESPONSIBILITIES

Essential

· Manage day-to-day operations in the customer service department including supervising, training, team member development, attendance and disciplinary matters of all inside sales team members

· Plans, organizes, directs, and controls operations of the department and it’s structure

· Hire and oversee training of current and new Inside Sales team members

· Analyzes workflow and assignments to ensure operations run efficiently

· Provides direction to staff members in resolving conflicts which arise with internal or external customers

· Manage several key accounts

· Assess service statistics and prepare detailed reports to leadership

· Staying current on the latest industry trends and techniques

· Solicit feedback on department service levels and implement solutions to address issues

· Adapts departmental plans and priorities to address resources and operational challenges

· Review and develop customer satisfaction goals and coordinate with the team to meet them on an ongoing basis

· Establish department priorities.

· Understand the corporate culture, policies, and goals, and take measures to implement these into daily work routines

· Fully review all processes and workflow executed by the Department and keep documentation updated

· Monitor Zoom Call Log data for capacity-planning and troubleshooting

· Regularly report statistical data, trends, significant events and milestones to the Sales Support Manager.

· Coordinate with the Sales Support Manager on the tracking of impacting field-issues, subsequent product-modifications, and documentation of remediations.

· Enforce departmental best-practices, documentation, and customer-interaction guidelines.

QUALIFICATIONS and Competencies

Required

· 4 Year Bachelor's Degree or equivalent combination of education and experience.

· Excellent organizational skills and ability to multi-task

· Ability to work independently, set and meet own deadlines

· Ability to work well with all levels of management and support staff

· Able to defuse conflicts among team members

· Experience with Microsoft Office & Customer Service Software

· Thrives in a fast-paced client driven environment

· Strong problem-solving skills

· Ability to work effectively under pressure

· Demonstrated track-record of technical support / customer service experience in a leadership or management role.

· Excellent verbal and written communications skills, including conflict-resolution, product documentation, staff training and general, public-facing technical support.

· Experience with overseeing, mentoring, and training a team of technical/customer Support personnel.

· Excellent, interpersonal skills with external customers and internal employees.

· Proven ability to effectively monitor the department’s operational statistics and coordinate future needs and expansion

· The ability to Coach and develop people and provide relevant feedback

Desired

· Automotive and/or auto electronics industry experience is a big plus

• Experience with resource-planning for a Customer Support team
• Prior experience with CRM

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by a Team Member to successfully perform the essential functions of this job.

Office: While performing the duties of this job, the team member is regularly required to talk or hear. The team member frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms.

The above statements are intended to describe the general nature of work performed by the team members assigned to this job. All team members must comply with Company policies and applicable laws.

Equal Opportunity Employer including Vets and Disabled

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Disability insurance
• Employee assistance program
• Employee discount
• Flexible schedule
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Paid training
• Parental leave
• Tuition reimbursement
• Vision insurance

Schedule:

• Monday to Friday

Supplemental pay types:

• Bonus pay

Application Question(s):

• What is your required annual salary?

Experience:

• Leadership: 5 years (Preferred)
• customer service: 5 years (Preferred)

Work Location: In person

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