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Operations Manager

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Operations Manager 4(Service Account Manager)

Plano, TX

12 months contract

 

Position Summary

Responsible, under minimal supervision, for serving as the primary customer interface and service program manager. Fully accountable for tactical delivery and execution of Strategic Objectives for assigned customer account(s). Act as Care’s key strategic interface with carrier and sales account team.

This role is responsible for reporting and forecasting of business performance. This role is responsible for daily customer satisfaction with Client post-sales support activities for product handling. Individual contributor that is fully proficient in applying established standards; knowledge based acquired from many years of experience in particular area. Works independently, and considered a seasoned and experienced professional with adequate understanding of own job area. Determines approach to work, and is monitored/supervised based more on milestone basis, and at key deliverable junctures.

Common Essentials/Duties and Responsibilities

  • Assist in reporting results and forecast anticipated areas of concern.
  • Assist in negotiating Contractual Terms and Conditions with Trade Customers for Reverse Logistics, Seed Stock and Product Performance.
  • Assist in negotiating the reduction of penalties associated with product and service performance.
  • Improves key performance metrics between SEA and customers by developing a deep understanding of the customers' business.
  • Conduct regularly scheduled meetings and ad hoc communications with key personnel in the customer's various business units/operations.
  • Applies advanced technical knowledge of departmental principles and procedures.
  • Performs work within company and regulatory guidelines.
  • Proactively communicate and collaborate with internal stakeholders to gather, analyze and report required/relevant business information.
  • Critically evaluate information gathered from multiple sources, translate high-level information into reportable details, and make strategic recommendations to Carrier Partner & Director
  • Provide reporting and consulting support for weekly carrier quality and reverse logistics calls.
  • Takes the lead in improving key performance metrics between SEA and customers by developing a deep understanding of the customers’ business & driving action items to resolution.
  • Provide Executive Level reporting on device quality, returns/defect rate performance, Carrier KPI/Scorecard efforts, and other initiatives.
  • Removes obstacles and proposes alternative ways to meet needs if required in order to deliver exceptional service.
  • Champions initiatives which deliver customer satisfaction and promotes the value of direct contact/joint activities.
  • Drives accountability to support teams on issues related to development of overall business performance.
  • Translates the strategy into a clear direction for the business and engages other teams with a clear direction, goals and targets, and drives tactical execution.
  • Virtual team leader for all customer care related matters assigned customers.
  • Cooperates directly with Trade Customers and Account teams relating to Care and product areas.
  • Implements, drives and is responsible for all business improvement activities in surpassing KPI’s
  • Deploys Care activities agreed in Account plans.
  • Responsible for customer support management.
  • Contributes to Care services development by gathering New Business Opportunities and Requirements from Trade Customers and Account teams.
  • Acts as a Care function lead in SEA Sales account activities.

Background/Experience

  • High School Diploma or equivalent with 8-10 years of directly related experience or Bachelor's Degree with 5~7 years of experience is required. MBA preferred.
  • Prior experience in service administration and/or customer service preferred.
  • 7+ Years Telecom or equivalent experience in electronics industry.
  • Proficiency in MS Office including Excel, PowerPoint, Outlook and Word required.

Necessary Skills and Attributes

  • Ability to develop and maintain excellent leadership skills including proactive employee, coworker and customer working relationships with all appropriate levels within and outside the company.
  • The ability to provide clarification and understanding and to influence others in acceptance and approval of ideas and plans.
  • The ability to manage, plan, organize, assign, schedule and prioritize multiple work assignments and projects as directed.
  • Must be able to communicate in writing through email and reports, or orally for internal and external communications at all management and staff organizational levels for both persuasion and/or the communication of technical information.
  • Demonstrated ability to research, prepare, analyze and deliver data to support the management of the business

Physical/Mental Demands

  • Work is generally performed in an office environment.
  • Operate a computer keyboard and view a video display terminal between 50% - 95% of work time, including prolonged periods of time.
  • Requires considerable (90%+) work utilizing high visual acuity/detail, numeric/character distinction, and moderate hand/finger dexterity for the preparation of documents and information
  • Performs work under time schedules and stress which are normally periodic or cyclical, including time sensitive deadlines, intellectual challenge, some language barriers, and project management deadlines.
  • Occasionally works additional hours beyond normal schedule.
  • Travel to customer or SEA sites of 25% of time or less.
  • Consistently demonstrates a commitment to policies and procedures, including but not limited to, attendance, confidentiality, conflict of interest, and ethical responsibilities.

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