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Interline Brands Customer Service Operations Manager

Home Depot

Jacksonville, FL
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Job Details

IB MGR II CUSTOMER SERVICE OPS - Jacksonville FL 32205 Skip Navigation
Job Details

Interline Brands Customer Service Operations Manager (108026)

FL - Jacksonville

  • Date Posted: Aug 4, 2017
  • Travel: 0-25%
  • Functional Area: Customer Service
  • Position Type: Full-Time
  • Relocation Provided: No

Position Description:
Interline Brands, Inc. (“Interline”) is among the nation s largest distributors and direct marketers of specialty maintenance, repair, and operations (MRO) products, both branded and private label. In 2015, Interline was acquired by The Home Depot®.

It stocks more than 100,000 plumbing, janitorial, electrical, hardware, heating, ventilation, and air conditioning (HVAC); and other MRO products, from more than 3000 suppliers worldwide. Products and value-added services are sold to more than 175,000 active customers, including facilities maintenance customers, professional contractors, and specialty distributors.

Key end-markets include multifamily housing; health care institutions; educational organizations; lodging; plumbing, mechanical, and HVAC contractors; locksmiths and hardware stores. The company operates more than 70 distribution centers / branches and four regional replenishment centers across the United States, which facilitates reliable same-day or next-day delivery service to 98% of the U.S. population.

Interline employs a multi-dimensional sales model to drive market share gains, utilizing the following primary channels: field sales representatives, telesales and direct marketing including online websites, catalogs, business-to-business selling portals, and fliers. With a unified operating platform, the company can sell the same product to various customers utilizing different pricing schedules and different service models, depending on the needs of each customer.

If you want to join a dynamic organization where leadership strives to put their best foot forward with their employees and their clients, come join the Interline Team.
This Sr. Customer Service Manager role is focused on supporting the Senior Director and our Customer Service Centers in the areas of Workforce Management, Reporting, Quality Assurance, Training, Methods & Procedures, National Accounts, e-Commerce and Special Projects, as assigned.
20%- Manages, coaches and develops a team of 6 FTE who provide support for our front-line Customer Service Centers and internal business partners.
25%- Provides standardized reporting (Dashboard, Headcount,THD, IRT, Open), executive Dashboard and ad hoc reporting as requested by the VP and Senior Director on a daily, weekly and monthly basis.
15%- Implements new and standardizes existing processes to create alignment across the organization (e.g., WFM, Training, QA program).
15%- Supports and oordinates the deployment of new technologies within the Customer Service team
25%- Responsible for workforce management principles, processes, guidelines , forecasting, scheduling, force models and real-time adherence for the Customer Service team
This position reports to the Sr. Director of Customer Service Operations.
This position has 6 direct reports.
Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
Typically requires overnight travel 5% to 20% of the time.

Must be eighteen years of age or older.
Must be legally permitted to work in the United States.

Education Required:
The knowledge, skills and abilities typically acquired through the completion of a bachelor's degree program or equivalent degree in a field of study related to the job.
Years of Relevant Work Experience: 7 years
Physical Requirements:
Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.
Additional Qualifications:
Self-starter with a sense of urgency
Advanced level of communication skills including both verbal and written
Prior Managerial experience in Call Center environment
Bachelor's degree
Constantly operates a computer and other office productivity machinery such as a calculator, keyboard, copy machine and computer printer
Preferred Qualifications:
Post-secondary education
Experience in the use of Call Center technologies including telephony, workforce management and call recording
Experience running or participating in Quality Assurance programs
SQL Reporting
Knowledge, Skills, Abilities and Competencies:High Energy
Ability to multi-task
Exceptional communication
Organized/Time management
Problem solving, and understanding of technology
Strong relationship building skills
Highly developed negotiation skills
Experience with Avaya telephone systems, workforce management operations and call recording (QA)
Competencies: Entrepreneurial, understands the prospect, develops appropriate solutions, manages relationships, leadership, strong decision making, can influence others, works cross-functionally

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.

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