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Sr. Manager, NACIC

Company: Benjamin Moore
Location: Flanders
Posted on: June 23, 2022

Job Description:

Position Summary:(Hybrid)Lead and Inspire our Customer Service teams to personify the Benjamin Moore brand by providing excellent customer service and developing strong relationships with our Customers, Field Sales and Logistics teams. You will thoroughly understand our products and brands and ensure that the voice of the customer is heard throughout the Company. As a leader in the North American Customer Interaction Center (NACIC), you will help shape the Benjamin Moore experience for customers across North America and other key markets while developing and leading our service teams. You will drive continuous improvement through all of our processes and services and lead by example while managing all aspects of day-to-day operations.MAJOR DUTIES AND RESPONSIBILITIES:The Sr. Manager - NACIC is responsible for providing leadership and day-to-day management of all areas of a hybrid office/remote call center, enhancing the customer experience, and leading the center's Customer Experience, Product Information, National Accounts, e-Commerce, and Workforce Management teams. This position is also responsible for ensuring all Company policies, procedures, and quality standards are maintained and enforced.

  • Leads and inspires our Customer Service Teams to deliver a world-class user and customer support experience --- Actively and consistently supports all efforts to simplify and enhance the customer experience.
  • Drives the attainment of Key Performance Indicators including service level, quality, productivity/efficiency, reliability, and first call resolution objectives.
  • Oversees processes and procedures, work order accuracy, quality, and adjustments; ensure a high level of customer satisfaction and an optimal customer experience.
  • Directs hiring and staffing for call center based on workforce capacity and schedule adherence requirements.
  • Oversees employee evaluation, development and performance management processes.
  • Ensures effective and impactful delivery of training to front line customer facing employees.
  • Fosters a culture of consistency, accountability and continuous improvement.
  • Attracts and retains highly effective management and supervisory staff through mentoring, coaching, development, appraisal and motivation techniques, always grooming team members for career progression.
  • Analyzes training opportunities and works with agents to close knowledge gaps --- Assists in resolving and escalating issues reported by Contact Center team members --- Partners with Development team for agent call monitoring and coaching --- Assists with developing customer experience strategy implementation collaborating with peers and cross-functional stakeholders to represent the "Voice of the Customer"
  • Collaborates with Director NACIC regarding budgeting, salary planning, growth moves and other compensation issues as well as developing strategies relative to the plan --- Develops strong competency in SAP operating system and Microsoft CRM.OTHER DUTIES AND RESPONSIBILITIES:
    • Significant day-to-day autonomy and ability to make decisions consistent with operations plans and budgets.
    • Significant individual initiative and proven ability to lead a team with minimal direct supervision and maintain all company mandated scope of support rules, rules of engagement for agents/teams to adhere to company procedures.
    • Ability to deliver against long and short-term objectives Service Level, Customer Satisfaction, First Call Resolution, Average Handle Time, and productivity goals --- Call routing/customer handling strategies --- Resource allocations --- Work cross functionally with other Customer Facing teams including Credit, Distribution, Sales, Business Planning, Facilities, and Human Resources.
    • Perform other related duties, as assignedREQUIREMENTS:
      • 10+ years of Proven Contact Center management experience inspiring small and large teams to accomplish what was thought impossible.
      • Consistently leads by example with enthusiasm, and displays accountability, teamwork, and the relentless pursuit of customer satisfaction.
      • Proven experience managing complex operations with cross-functional stakeholders.
      • Excellent communication skills - written, verbal and interpersonal communication skills across all levels of the organization --- Strong analytical skills and experience developing solutions for business improvement --- Ability to make decisions and solve problems while working under pressure --- Ability to manage multiple projects simultaneously --- Ability to prioritize and organize effectively --- Mature judgment and individual initiative --- Proven track record of developing staff and maintaining a high standard of employee relations --- A strong desire to acquire new knowledge and skills in a dynamic environment --- Proficiency in Microsoft Office --- SAP, SAP Hybris, and CRM experience preferred.
      • Must be eligible to work in the US.EDUCATION AND WORK EXPERIENCE:
        • Bachelor's Degree required. Master's Degree preferred --- 10+ years call center management, (100+ Employees), distributor focused environmentDiversity, Equity & InclusionAt Benjamin Moore, we believe diversity of culture, talent, and varying perspectives is key to a collaborative, innovative, and successful business. We are committed to driving change within our organization through purposeful Diversity, Equity & Inclusion (DE&I) efforts, while also focusing on our customers and communities in which we serve. Our DE&I efforts allow each of us to authentically live our corporate values of Openness, Integrity, Community, Excellence and Safety. Our Social Impact programming of strategic local and national partnerships, in-kind donations, volunteerism, and more expands our ability to make a difference in the lives of all of our stakeholders. We hope you will join us and become an advocate for diversity and inclusion here at Benjamin Moore. At Benjamin Moore & Co, we don't just accept difference - we celebrate it, we support it, and we thrive because it benefits our employees, our products, and our community. We are an equal opportunity employer and value diversity. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Benjamin Moore is proud to be an equal opportunity employer.Student Loan Repayment Assistance ProgramBenjamin Moore provides Student Loan Repayment Assistance Program to support eligible active employees who graduated from an accredited post-secondary educational institution. The Repayment Program is intended to contribute to reducing employee's student loans. The Company follows all rules and regulations concerning the taxability of student loan repayments provided under applicable law.Company ProfileClick to see how you can paint your future!The color of pride: Benjamin Moore is proud to be a part of Berkshire Hathaway, which was recognized by Fortune magazine as the world's fourth most admired company. And for more than 130 years we've been a respected leader in the architectural coatings and home d--cor landscape; creating the products and tools that enrich and beautify thousands of communities each day. We recognize that our associates are the driving force behind our success, and we strive to provide a work environment where hard work, creativity and purposeful collaboration are fostered and encouraged. Join a company where innovation is constantly recognized as we look for individuals who produce world-class products, best-in-class services and customer experiences, design pioneering paints using the latest technologies and deliver unparalleled value and brand experiences for our customers and retail network.SafetyAt Benjamin Moore, our people are the heart of the company and our number one asset. We are committed to providing safe working conditions at all of our locations and have invested heavily in measures aimed at keeping employees healthy during the COVID-19 pandemic. With safety as one of our core company values, we've modified facilities and work schedules to support social distancing, established enhanced cleaning and sanitization protocols, and regularly provide personal protective equipment to all employees-including masks, gloves and hand sanitizer. Ensuring the well-being of our team members is a top priority.

Keywords: Benjamin Moore, Newark , Sr. Manager, NACIC, Executive , Flanders, New Jersey

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