Manager of Sales & Service, Contact Center

Company: See's Candies
Location: Carson
Posted on: January 3, 2022

Job Description:

Work is Sweet!'Quality without Compromise' is not just a motto at See's Candies. It is the most important ingredient in our recipe for success. See's Candies has been in business since 1921 and maintains a reputation for producing the highest quality candy and providing superior customer service.See's is a leader in the confectionary industry with over 250 retail shops across the USA.POSITION OBJECTIVE:The Manager of Sales & Service is responsible for the overall direction, coordination, quality and productivity for See s E-Commerceand Gift Services operations which provides superior customer service to See s customers. Responsible to identify, develop and implement processes and procedures that have a positive impact on sales and service and the development of the E-Commerceand Gift Services teams.POSITION RESPONSIBILITIES:Provide guidance and team leadership to ensure customer expectations are exceeded and department and company goals are met. Recognize and values exceptional customer service and loyalty as critical factors in driving success. Maintain departmental standards that ensure customers are consistently satisfied and appreciated.Define KPI s for each area; track and measure performance, implement course corrections as needed.Forecast, track and monitor call volume to develop staffing plans bases on seasonality to ensure optimal coverage to meet established service levels. Manage labor hours and costs to stay within established budget.Drive cross functional process improvements to support safety, quality, productivity, cost goals and objectives.Identify, innovate and implement processes and procedures that have a positive impact on sales and service.Drive staffing, hiring, interviewing and training to ensure the right staff for seasonal peaks.Elevate the team through the development of skills, knowledge and abilities; inspire and motivate the team by creating an environment of recognition and positive coaching. Conduct training classes; develop training materials and process improvement procedures.Ensure smooth onboarding of seasonal team members and create a culture of team synergy.Conduct weekly team and one-on-one meetings with direct reports to establish goals, communicate progress and monitor results towards sales and service objectives.Manage See s relationship with outsourced call center partner(s) and ensure standards of customer experience align with See s.This position is responsible for identifying opportunities to enhance technology and innovation that will improve departmental effectiveness.Establish principles for change and maintains change momentum through employee communication, engagement and development. Also learn from, measures and sustains change results.Handle customer escalated calls when requested by the customer and resolve on a timely basis.Partner with senior leadership on departmental communication, strategic initiatives, presentations, business analyses and special projects.All See s staff must be committed to the company s core principles and workplace values, including a demonstrated commitment to diversity and inclusion.Work is Sweet!'Quality without Compromise' is not just a motto at See's Candies. It is the most important ingredient in our recipe for success. See's Candies has been in business since 1921 and maintains a reputation for producing the highest quality candy and providing superior customer service.See's is a leader in the confectionary industry with over 250 retail shops across the USA.POSITION OBJECTIVE:The Manager of Sales & Service is responsible for the overall direction, coordination, quality and productivity for See s E-Commerceand Gift Services operations which provides superior customer service to See s customers. Responsible to identify, develop and implement processes and procedures that have a positive impact on sales and service and the development of the E-Commerceand Gift Services teams.POSITION RESPONSIBILITIES:Provide guidance and team leadership to ensure customer expectations are exceeded and department and company goals are met. Recognize and values exceptional customer service and loyalty as critical factors in driving success. Maintain departmental standards that ensure customers are consistently satisfied and appreciated.Define KPI s for each area; track and measure performance, implement course corrections as needed.Forecast, track and monitor call volume to develop staffing plans bases on seasonality to ensure optimal coverage to meet established service levels. Manage labor hours and costs to stay within established budget.Drive cross functional process improvements to support safety, quality, productivity, cost goals and objectives.Identify, innovate and implement processes and procedures that have a positive impact on sales and service.Drive staffing, hiring, interviewing and training to ensure the right staff for seasonal peaks.Elevate the team through the development of skills, knowledge and abilities; inspire and motivate the team by creating an environment of recognition and positive coaching. Conduct training classes; develop training materials and process improvement procedures.Ensure smooth onboarding of seasonal team members and create a culture of team synergy.Conduct weekly team and one-on-one meetings with direct reports to establish goals, communicate progress and monitor results towards sales and service objectives.Manage See s relationship with outsourced call center partner(s) and ensure standards of customer experience align with See s.This position is responsible for identifying opportunities to enhance technology and innovation that will improve departmental effectiveness.Establish principles for change and maintains change momentum through employee communication, engagement and development. Also learn from, measures and sustains change results.Handle customer escalated calls when requested by the customer and resolve on a timely basis.Partner with senior leadership on departmental communication, strategic initiatives, presentations, business analyses and special projects.All See s staff must be committed to the company s core principles and workplace values, including a demonstrated commitment to diversity and inclusion.

Keywords: See's Candies, Carson , Manager of Sales & Service, Contact Center, Executive , Carson, California