Description
Overseeing the day-to-day operations of a service center, ensuring efficient service delivery, maintaining high customer satisfaction, managing staff, and meeting performance metrics by setting standards, resolving customer complaints, and continuously improving service processes within the department. Key responsibilities may include:
- Team Leadership:
- Hiring, training, and developing a team of service representatives.
- Supervising staff performance, providing feedback, and coaching to improve service quality.
- Setting clear expectations and performance goals for the service team.
- Customer Service:
- Handling customer inquiries, complaints, and concerns promptly and professionally.
- Monitoring customer satisfaction levels and implementing strategies to improve customer experience.
- Building strong customer relationships and ensuring timely resolution of issues.
- Operational Management:
- Establishing and maintaining service standards and procedures for efficient service delivery.
- Monitoring key performance indicators (KPIs) like response time, resolution rate, and customer satisfaction.
- Identifying areas for improvement and implementing process changes to optimize service efficiency.
- Quality Control:
- Regularly reviewing service tickets and customer feedback to ensure quality standards are met.
- Conducting quality audits to identify areas for improvement and address service issues.
- Reporting and Analysis:
- Generating reports on service performance metrics, including customer satisfaction, response times, and resolution rates.
- Analyzing data to identify trends and make informed decisions regarding service delivery.
- Technical Knowledge:
- Staying updated on industry trends, new technologies, and product knowledge relevant to the service area.
- Understanding complex service issues and providing technical support when necessary.
- Excellent communication and interpersonal skills
- Strong leadership and team management abilities
- Problem-solving and analytical skills
- Customer-centric approach
- Attention to detail and ability to maintain high quality standards
- Ability to work under pressure and meet deadlines
Founded in 1923, Applied Industrial Technologies (NYSE: AIT) is a leading value-added distributor and technical solutions provider of industrial motion, fluid power, flow control, automation technologies, and related maintenance supplies. Our leading brands, specialized services, and comprehensive knowledge serve MRO and OEM end users in virtually all industrial markets through our multi-channel capabilities that provide choice, convenience, and expertise.
We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, ancestry, gender, sexual orientation, gender identity, age, disability, protected veteran status, marital status, medical condition or any other characteristic protected by law.
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