Overview:The Online Components (OLC) division at Master Electronics International is looking for a Customer Service Manager for our Phoenix, AZ office, to oversee the Customer Service Representatives and developing and building procedures to drive efficiency.
Responsibilities:

• Manage all activities associated with incoming customer service operations, including developing, building and implementing policies and procedures
• Ensures continuous improvement of processes, systems, and communications
• Improve customer service experience, create engaged customers, and facilitate organic growth
• Apply 80/20 principles to organize and serve our customers
• Lead Customer Service teams and drive talent and culture initiatives to develop a high-performing team
• Keep ahead of industry’s developments and apply best practices to areas of improvement
• Provide hiring, promotion, and disciplinary recommendations, as well as performance evaluation and feedback for direct reports
• Develop strategy for collecting, analyzing, and improving upon key call center metrics (e.g. Full Time Resolution, First Touch Resolution, and Customer Satisfaction (CSAT))
• Work with key stakeholders to implement new service strategies across all customer touchpoints
• Triage unresolved issues to different teams by communicating the customer’s issues effectively
• You own it! You make it better! You treat people right!

Qualifications:

• 3-4 years of experience overseeing, developing and managing a customer service team
• “Hands on” leadership for support functions with a proven track of operational improvements
• Demonstrated understanding of common customer service tools and processes
• Adaptability and ability to manage change
• Demonstrated success leading a team; previous experience leading supervisors is a plus
• Team-player and positive attitude, eager to do more and help out, views challenging situations as opportunities
• Understanding what it takes to build a robust customer and associate service center
• Familiarity with customer service functions including training, knowledge management, QA, workforce management, and human resources
• Must be a self-starter, capable of maneuvering through a multi-segmented organization, and drive results without a direct reporting structure
• Self-motivated, proactive, and able to work with minimal supervision
• Working knowledge of customer service software, databases, and tools
• Ability to think strategically and to lead
• Advanced troubleshooting and multi-tasking skills

Master Electronics has a fast-paced and entrepreneurial environment, which requires a professional, flexible self-starter attitude.
Headquartered in Phoenix, AZ, Master Electronics is a leading global authorized distributor of electronic components. For more than half a century, our family-owned company has remained focused on strong relationships, responsive service and added value. This is how Master Electronics has grown to serve hundreds of thousands of customers in partnership with hundreds of world-class suppliers.
Master Electronics, a leading global authorized distributor of electronic components, is committed to providing equal employment opportunities for all applicants and employees. The Company does not unlawfully discriminate on the basis of race, color, creed, pregnancy, religion, sex, national origin, age, disability, veteran, marital, or any other protected status. The Company also makes reasonable accommodations for disabled employees. Finally, Master Electronics prohibits the harassment of any individual based on their protected status. This policy applies to all areas of employment, including recruitment, hiring, training, promotion, compensation, benefits, transfer, and social and recreational programs.”

Job Type: Full-time

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