Job Description

Responsible for the overall operations of North America Customer Care. Coverage includes 4.5 billion dollar Business Solutions Division, e-Commerce and Retail support. Monitors, analyzes, controls and reports on all customer facing processes with the goal of continuous improvement. Business owner of the order entry platform which includes current systems, as well as future enhancements. Responsible for staffing, orientation, training and development of domestic and international customer service representatives which include many strategic partners and international locations. Routinely interacts with senior executives on diverse issues such as; customer satisfaction and retention, customer trends, customer support, marketing promotions, root cause analysis, customer advisory panels, recovery strategies, web customer service and any information relating to customers which may be of value to the company. Manages the customer service and technical support for Office Depot's three websites officedepot.com, BSD.net and grandandtoy.com, as well as numerous marketplaces. Creates and maintains our Business Guidelines, policy & procedures, user acceptance of the order entry platforms, and website usability & testing for the Business Services Division. Organizes and facilitates Network projects responsible for many of the Companys goals. Oversees and champions Company satisfaction survey efforts and helps facilitate quality improvement efforts through all business units.

Primary Responsibilities:

Leads the BSD Division and Companys efforts of providing world-class service to customers. This includes quality monitoring, Voice of the Customer Studies, developing and maintaining control programs and mechanism to ensure desired performance, ad hoc studies and surveys, and leading cross functional teams focused on quality improvement. Key measurements are; transactional Net Promoter Score; customer complaints; Customer Resolution Process performance, training issues surfaced; Customer Service Representative CRM Quality, and Medallia executed & monitored CSAT. Helps oversee The Compass and related activities & meets frequently in order to monitor and improve the customers experiences.

This position oversees the "Quality Methodology" for the Company. Oversees all the Voice of the Customer Studies. Helps evaluate the Network, Division, and Companys customer touch points and the evaluation of such services. Gauges performance and customers perceptions of our services. Identifies key business drivers of customer satisfaction. All efforts lead towards continuous process improvement. Configuration & implementation of numerous Ad Hoc studies as needed. Prepares quality/ performance summary overviews, as well as detailed reports for the Division and its personnel. Regular readouts on Companys performance to Executives and all business units.

Develops Customer Service Business Processes and Service Programs virtually/internationally and domestically in an outsourced and in-sourced environment. Routine interactions with senior level executives internally and within the Strategic Partnerships with other departments, product & services vendors and outsourced service providers. Facilitates Network communications; including defining and managing the business workflow processes for the order entry platform, customer response system, Customer Service Networks Portal Site, Office Depots public website and regular Network communication. Reviews quality of customer response and initiates periodic surveys that measure customer communications effectiveness, and mystery shops. Interacts with other departments in order to update business workflow requirements and improve front-line customer service.

Responsible for the overall staffing and quality of the approximate 1,500 worldwide customer service representatives. Negotiates vendor contracts, balancing costs and quality through transactional pricing. Ensures the quality of the customers interaction with Office Depot through aggressive monitoring, surveying and associated up training of CSR's through all parts of the agent's learning curve. Targeted training modules developed to address areas like; Sales Conversion Training, Empowerment, Dealing with Difficult Customers, Advanced Servicing Techniques, Loyalty Program Support, e-Comm Support, etc.

Directs the operation of the Customer Care Department, including the development, implementation and administration of department policies, strategies, and budget. Recommends corporate policies on customer issues that affect the company. Serves as the Top person in the Organization for solving escalated issues. Regularly interacts with the channel business owners and devlopers in order to continuously improve the customers website experience.

Oversees the professional development, supervision, monitoring and motivation of assigned staff, establishment of quality standards for personnel and department activities to assure excellence, performance reviews and salary administration. Develops medium and long-range workload forecasts, future staffing and resource requirements for the all Customer Care lines of business (Phones, Chat, e-mail SMS Messaging, Executive Consumer Relations Department, as well as all Network Specialty Areas including service requests, Fax, Virtual Warehouse, Non-Codes, Credit Autorization, OD Rewards, e-Comm Support, Billing Support and BSD Sales Support.

Top individual overseeing the BSD Field Sales Force customer order entry support which supports the 1,500 field sales & ISO personnel with their escalated customer service needs. This process is critical for ensuring that sales people maximise their time for sales behaviors and helps increase customers overall satisfaction. Often conferences with account management & Supply Chain personnel regarding service delivery challenges and helps solution CSAT improvement. Responsible for the maintanace and satisfaction of mailstream accounts, National Accounts service, EDI exception processes, and Canadas Grand and Toy Customer Service.

Facilitates communications between all departments within company that impact customer care. Identifies and establishes rapport with all Divisions personnel and works with those departments to improve their execution as it pertains to customers. Makes presentations to all Divisions on a regular basis. Ask to speak at staff meetings and participate in conference calls as an expert on service delivery, as well as numerous other topics.

Acts as the key Customer Service resource for the Corporate Office & Executives. Involved in, but not limited to; deliveries, store issues & escalations, marketing & promotional activities, Finance, Legal issues, etc.

Education & Experience

Level of Formal Education:Bachelor's Degree (B.A./B.S.)

Area of Study:Business Administration, Operations, Workforce Management, Organizational Development

Years of Experience:5 to 8 years experience in related field

Type of Experience:Retail Operations, Contact Center Management, Sales, Training & Development, Process Excellence

Special Certifications:

(CPA, Etc.)Six Sigma, process re-engineering training, statistics coursework

Language Skills:English

Technical Competencies:Knowledge of computer systems, Internet, and telephony technologies. Proficiency in PC applications, including complete Microsoft Office suite.

Skills and Ability:Strong interpersonal, organizational, and teamwork skills.

Exceptional communication skills, written, verbal and effective listening.

Attention to accuracy and detail.

Strong knowledge of Office Depot policies/procedures

Ability to express empathy for the customers.

Ability to capture customer verbatim feedback

Ability to listen and capture customer service representative customer interactions while monitoring them.

Information Systems:

(People Soft, etc.)

MS Office Skills

Personal Attributes:Excellent interpersonal skills. Strong work ethic, problem solving abilities, able to work under pressure, strategic agility, and good decision making skills. Must be able to work independently, exercising judgment and discretion.

Other/Preferred:Ability to travel internationally up to 25% of the time

Pay, Benefits & Work Schedule

Office Depot and Office Max offers competitive salaries, a benefits package, which includes a 401(k) and more, along with plenty of opportunity to move and grow within our organization! For immediate consideration for this exciting position, please click the Apply Now button.

How To Apply

Click the Apply Now button and follow the instructions on each page. When you have completed the application, click the submit button.

Equal Employment Opportunity

Office Depot and Office Max is committed to providing equal employment opportunities in all employment practices. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, citizenship status, marital status, age, disability, protected veteran status, sexual orientation or any other characteristic protected by law.

We will consider for employment qualified applicants with arrest and conviction records City & County of San Francisco Fair Chance Ordinance.