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Summary
Manage and ensure systems and procedures are in place to enable and empower the Customer Service team and operations.
Responsibilities
- Manages customer issues and ensures effective and long-term problem resolution; analyzes and handles complex problems and resolves escalated customer service situations; executes deliverables set by management
- Evaluates, develops, and implements customer service policies and procedures and defines customer service standards and metrics for the customer service and OEM service teams.
- Verifies the necessary resources and tools are available for quality customer service delivery.
- Responsible for staffing needs including hiring decisions, staff development, performance appraisals, promotions and terminations.
- Fosters a continuous learning environment and engages all employees in continuous improvement projects and initiatives.
- Collaboration with other internal/external departments to achieve goals and objectives for the company.
- Provides employees with constructive performance feedback frequently and holds one on one meetings with direct reports.
Qualifications
- Bachelor's Degree preferred.
- 5-7 years in Customer Service, preferably in a fast-paced manufacturing environment.
- Strong ability to interface with other departments and teams in a professional and cooperative manner.
- Knowledge of SAP and SFDC systems.
- Must have intermediates level user of Excel and Power Point.
- Must be detail-oriented, a team player and proficient in both verbal and written communication.
- Hands on manager willing to step in and perform the customer service rep job duties.
Topcon is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.