SME Accounts Manager
Description de poste
The Role: SME Account Manager
We are looking for experienced SME/Account Manager to help oversee our end to end order fulfillment process for the Philipine Commercial Support
What will you do?
- Manage the day-to-day operations of a Customer Service/Order Management team so that all enquires are resolved quickly and competently and in a manner which enhances the organization's customer relationships both internal and external. Conduct/Participate in SIM meetings to manage operational workload of the team.
- Serve as subject matter expert in the order fulfillment process.
- Monitor the status of customer service activities to identify problem areas and adapt procedures to improve the overall performance of the team.
- Analyze customer enquiries to identify recurring user problems, recommend solutions, and to identify areas where customer service can be improved.
- Develop problem solving guidelines, checklists, or other materials to assist customer service staff to respond to enquiries that are recurring or routine.
- Lead, direct, evaluate, and develop customer service staff to ensure that the team's resources are used effectively and that work schedules and targets are met.
- Provide feedback on annual performance reviews to Operations Managers
- Participate in the recruitment of new team members when necessary
- Perform or execute process standardization, performance improvement plans to achieve KPIs. Conduct RCA and recommend/execute action plans to improve processes and performance.
- Manage stakeholders and work with functional managers of the processes handled.
- Manage customer escalations
Who would be successful?