Job Description

Essential Duties and Responsibilities

* Communicate objectives and expectations, measure performance and recognize achievements
* Develop a highly effective team through hiring, development, coaching and performance management
* Align individual strengths, business requirements and career development to drive an engaged workforce
* Maintain a tactical approach to activities, while ensuring delivery towards the strategic goals of the department
* Identify and anticipate customer needs to successfully drive results and engaging experiences
* Effectively research scenarios with articulate delivery of results and/or recommendations to stakeholders
* Build effective relationships through liaison role involving external sales force and internal organization
* Evaluate employee performance on core competencies and create effective individual development plans
* Conduct training programs that target areas of non-performance or new skill development
* Develop a talented analytics team that achieves service goals through effective knowledge management
* Facilitate team meetings and necessary training or educational events to deliver on key initiatives
* Increase customer loyalty and retention through competitive service programs that highlight customer needs
* Drive improvements in procurement model to simplify and automate customers purchasing process
* Manage compliance to corporate and division policies, ensuring support of quality management systems
* Additional activities, projects or assignments, as defined

Qualifications

* Strong customer orientation including excellent listening, facilitating and problem solving skills
* Excellent business analytical skills and ability to understand complex business processes
* Excellent communication skills including analysis, preparation and report presentation
* Relationship building skills at multiple levels within the organization and customers
* Highly organized with ability to set priorities and deliver results within assigned deadlines
* Ability to effectively handle conflict and confront challenging issues in a fast-paced work environment

Education and/or Experience

* B.S./B.A. degree required; MBA (preferred)
* 3+ years of experience managing a help desk or sales/customer support team strongly preferred
* 5+ years of experience in customer service, consulting or customer relationship management required
* Advanced knowledge of MS Office Suite with strong Microsoft Excel and PowerPoint skills (required)
* Knowledge of JD Edwards and/or applicable ERP Sales Order module experience (required)
* Knowledge of Business intelligence tools, i.e. Business Objects or Cognos (required)