Veritiv has an expansive North American network with more than 180 locations, and we do business with
more than half of the Fortune 500. We're a big company, but we’re also a new company, shaping our
systems and processes to support a successful and sustainable future. We don't just encourage an
entrepreneurial spirit, we embody it.
Are you looking to join a company where you feel empowered in your work and your job is not just a job,
but a path toward a rewarding and successful career? Do you want to be part of a company that
customers and suppliers not only want to do business with but need to do business with?
If you answered yes, then Veritiv might be the place for you. We encourage you to learn about and apply
to Veritiv if you seek a unique work experience, where diverse ideas are met with enthusiasm, and where
you can realize your full potential. Position Description
Responsible for the operation and performance of a single customer service center and overseeing operating systems including policies, procedures and operating structure. Recruits and retains a high performing team, establishes and implements service standards, operations and efficiencies of the customer service center. Develops strategies to accomplish center and company goals. Frequent interaction with sales, credit, finance, operations, procurement and other key organizations. Key advocate of the customer; ensuring satisfaction.
Maximizes team productivity, to meet established goals and key metrics. Includes support of:
Established eCommerce goals and integration into daily operations
Established Salesforce.com goals and integration into daily operations
Establish service level and key phone metric goals for all Cisco and Avaya centers
Productivity such as interactions/paid hour.
Works with team managers to ensure that the customer service team is professional in all channels of business (phone, email, chat)
Ensures all customer issues are resolved in an appropriate and timely manner within company guidelines
Supports targeted sales goals via up-sell, cross-sell techniques where needed. Direct involvement in the selling process, including customer visits as needed and local strategy development.
Ensures team follows established Service Optimization standards working cooperatively with other functional areas
Prioritizes efforts of customer service professionals (CSP) to ensure all orders are processed to meet service expectations
Interfaces effectively within all levels of the company and is able to work with other functional leaders to resolve service issues
Establishes performance goals and conducts regular one-on-one meetings and annual performance reviews. Develops and introduces training to meet center objectives
Ensures employee satisfaction and general esprit de corps for morale.
In conjunction with Group, Region and Functional leadership, aids in the creation and implementation of the customer service strategy and leads change management within the center
Manage the hiring, development, retention and performance of all team members within the Customer Service team.
Develops, coaches, motivates and trains team managers and other customer service team members, by setting goals and objectives for team members. Effectively communicates the company and individual goals to the team. Supports the development of team leaders and direct reports to build future bench-strength
Champions and leads projects that provide ongoing process improvement which will result in direct benefits to our customers
P&L Responsibility for center
In certain situations will manage both local and remote staff supporting multiple divisions.
Manages total of 31-90 headcount
Strong leadership and decision making skills.
Ability to coach and where needed discipline employees.
Strong customer service skills (friendly, courteous and helpful)
Strong communication skills (listening, verbal and written)
Some negotiation skills, especially internal.
Ability to recognize and resolve the majority of issues independently
Consistently exhibits a high level of motivation and sense of urgency, exceptional follow-up and problem solving skills
Ability to prioritize, set and consistently achieve goals, strong time management skills
Strong team player (peers, other functions, management)
Strong understanding of Veritiv products, services, processes and procedures
Demonstrates a willingness to learn and take on additional responsibilities for future professional growth.
Strong system skills including but not limited to: Salesforce, Zilliant/P2P, Uniscore/MAX, SFD/DataPoint, Microsoft Word and Excel
Can communicate to all levels within the organization
Contribute to providing a safe work environment
Open minded, flexible for ever changing work environment
Ability to run their department autonomously, yet follow directions from executives and make intelligent decisions based on the numbers
Customer Service experience 5-10 years preferred, at least 4 of those in manager or supervisory position.
Industry experience 2-5 years preferred.
Bachelors degree preferred or extensive industry experience.
Experience and skill in managing, developing and delegating to direct reports
Process Management experience and skills
Proven conflict management skills
Knowledge of call center technology
Proven leadership qualities, including relationship building, meeting facilitation, time management, organizational skills and ability to influence others