|
IKON Office Solutions, Inc.
·
Chesterfield
,
MO
Thursday, October 16, 2008
|
Description:
Position Profile
Provides leadership, operational management and profitable delivery of aftermarket goods and services to end user customers. Responsible for coaching, motivating, training and advising the Marketplace Service and Aftermarket organization to successfully achieve maximum levels of customer satisfaction and to attain both short and long-range goals and objectives. Operates under a broad scope of authority within generally accepted guidelines.
Job Duties and Responsibilities
* Provides leadership and operational management to the service organization
* Provides leadership and operational management which impacts standard customer service metrics: copies per technician, response time, customer satisfaction, 1st call effectiveness, aftermarket gross profit, aftermarket contribution, sales/supply rep, management span of control & employee turnover.
* Inspires/motivates customer service organization to deliver consistently excellent customer service.
* Serves as marketplace sponsor and champion of quality customer service and retention initiatives.
* Serves as the marketplace sponsor for a wide array of national customer service initiatives.
* Contributes to the leadership and growth of the marketplace as a member of the Region senior management team.
* Contributes to Region's and IKON's overall service strategy through participation in national customer service project teams.
* Provides marketplace customer service organization leadership and management to ensure achievement of customer service objectives and implementation of processes, consistent with Region and company plans.
* Plans and organizes human resources to gain maximum efficiency and deliver optimum customer responsiveness.
* Develops a high performance management team through effective recruiting, performance management and coaching, provides challenging assignments and opportunities for development, and rewards performance through effective recognition and compensation management.
* Ensures that at all times, business conducted within the customer service organization is of the highest ethical and professional standards.
* Leads, motivates and coaches the customer service management team, while maintaining a positive attitude and setting an example of professionalism in a demanding, fast-paced business environment. Keeps customer service team apprised of changing policies, competitive developments and market trends.
* Fosters a learning organization for the customer service team. Directs and performs management development training activities in the marketplace.
* Maintains close, personal touch with employees at all levels in the customer service organization through regular communication venues including communication meetings, team meetings and employee interviews.
* Manages aftermarket revenue growth and contribution
* Increases marketplace aftermarket revenue growth and profit contribution by supporting sales growth opportunities, implementing revenue growth strategies and executing cost control measures, consistent with marketplace, Region and company goals.
* Works with marketplace sales to develop growth strategies that increase combined return on sales and copy growth.
* Makes marketplace customer calls to evaluate customer service levels, market trends and customer attitudes.
* Performs other duties as assigned.
Qualifications(Education, Experience and Certifications)
* 4-year college degree is desired, or equivalent experience.
* Requires 6-8 years of management experience in the area of operations and customer service.
* Requires a minimum of 3 years of field service management assignments.
