Summary
Support Retail, Builder, and Distribution channel service orders and exchanges
by serving as coordinator among stakeholders to improve Customer Satisfaction
KPIs
Client : Technology and
electronics
Title : Operations Manager 2
(Channel Operations Manager)
Location : Englewood
Cliffs, NJ (Onsite)
Duration : 6 months (with
possible Extension)
Hours per week: 40
Serve
as primary service escalation point of contact for customers within assigned
sales channels/territories
- Engage in case management by liaising
with internal departments including: Sales, Service, Parts, Exchange &
Refund, Product Liability, and Tech/Product Support to ensure escalated
cases are handled expeditiously
- Make on the spot decisions based on the
situation at hand to maximize customer satisfaction, within acceptable
corporate guidelines
- Recommend policy and process
improvements based on findings from cases handled.
Data steward of departmental
policy & procedure content, KPIs, and data
- Oversee content management on department
SharePoint site
- Responsible for production of department
KPIs and ad-hoc analysis requests
- Support implementation and improvement
of new and existing department policies, processes, and procedures
Assist department’s customer
engagement channels and digital self-service tools
- Support development of call center
training materials, QA guidelines, KPIs, workforce planning, and
performance feedback loops.
- Support in production and distribution
of internal and external newsletters
- Support in implementation of user
management and user experience systems; including CRM tools and customer
service portals
Candidate Requirements:
- College degree (Bachelor’s) required
- Expertise in Field Service, Customer
Service, or experience in Home Appliance / Consumer Electronics industry
- 4 years of professional experience
required
- Ability to identify gaps in
procedures/policy and create improvement plans to address
- Ability to drive change in
cross-functional and demanding environment
- Strong Microsoft Excel (pivot table
& formula), Word, PowerPoint, ERP, CRM, and data visualization skills
required
- Excellent written and verbal
communication skills
Education and Years of
Experience:
- Bachelor’s degree
- 4 years of experience
Top Skills:
- Analytics, Communication, Project
Management.
A reasonable, good faith
estimate of the minimum and maximum for this position is $ 30-$32 Hourly
on w2.
Benefits will also be available and details
are available at the following link: https://britehr.app/HarveyNashContractorsNH2025/1?wgl=en
I am looking forward to speaking with you today.
About us:
Harvey Nash is a national, full service talent management
firm specializing in technology positions. Our company was founded with a
mission to serve as the talent partner of choice for the information technology
industry.
Our company vision has led us to incredible growth and
success in a relatively short period of time and continues to guide us today.
We are committed to operating with the highest possible standards of honesty,
integrity, and a passionate commitment to our clients, consultants, and
employees.
We are part of Nash Squared Group, a global professional
services organization with over forty offices worldwide.
For more information, please visit us at https://www.harveynashusa.com/
Thanks & Regards,
Anil Raj
Sr. IT Recruiter
Anil.Raj@harveynash.com
