Sr Account Manager- Customer Service/Offshore

ESSENTIAL FUNCTIONS

• Maintains confidentiality of CDS Global and its clients’ proprietary information.
• Provides assistance and/or support to other team members.
• Manages assigned accounts; initiates and performs all job functions based on client(s) needs and contractual obligations.
• Functions as liaison between vendor(s), client(s) and CDS Global.
• Monitors and manages Customer Service activity for assigned accounts. Maintains knowledge of Lettershop, Online Customer Care, Operations, Warehouse services in order to anticipate volumes and impacts to Customer Service. Manages assigned accounts; initiates and performs job functions based on CDS Global’s, vendor(s), client(s), needs and contractual obligations.
• Coordinates with client(s), vendor(s) and CDS Global to analyze, troubleshoot, problem solve and develop future business plans.
• Initiates required requests with vendor(s) and CDS Global departments and/or program changes involving assigned accounts.
• Sell additional services to client(s) based on service offerings from CDS Global and Customer Service vendor.
• Assists with creating and communicating the hiring criteria and development of staff with customer service vendor(s).
• Assist Customer Service vendor(s) with executing the training plan, material covered with Customer Service representatives (CSR’s), and creation of assessments to be used with CSR's.
• Ensures accountability with Customer Service vendor(s) to meet expectations identified in Statement of Work between vendor(s) and CDS Global.
• Communicates and coordinates services across several CDS Global departments, including client services, operations, US based customer service, online customer care, lettershop, warehouse, etc.
• Handle conversion tasks related to customer service for onboarding clients.
• Submit applicable charges related to ancillary services provided within Customer Service.
• Requests customer service volume projections from client and reports the comparison of actual volumes back to client as needed.
• Research new projects, service offerings, options with vendor(s) and CDS Global departments.
• Develops and maintains knowledge of CDS Global and Customer Service Vendor systems, policies, and operational capabilities.
• Updates information for vendor, client(s) and CDS Global needs.
• Implement strategies between Customer Service vendor(s), CDS Global and client for cost reduction, improved performance, service delivery improvements, process efficiencies and improved quality.
• Develops and maintains knowledge of fulfillment business from client(s)’ perspective.
• May conduct performance appraisals.
• Provide assistance and/or support to other team members within CDS Global and Customer Service vendor(s).
• May travel internationally for two weeks up to one month at a time.
• Entertains clients and vendors.
• Attends training and/or onsite presentations, as necessary.
• Gives presentations as requested.
• Attends meetings at Customer Service vendor and branch sites as needed.
• Interacts in cooperative and professional manner with employees, clients and/or vendors in team-oriented environment.
• Organizes tasks and resources to complete work and meet deadlines according to established departmental procedures.
• Continually learns and maintains new information in dynamic, fast-paced technical environment.
• Performs additional duties as required or requested
• Follows all CDS Global policies and procedures.

EDUCATION AND/OR CERTIFICATION, SKILLS AND LICENSING    

• Bachelor’s Degree, or equivalent work experience, or combination of college and work experience.
• Four or more years successful Account Management experience preferred.
• Five or more years of customer service experience (above average customer service experience), preference in contact center environment.
• Experience with outsourcer(s) preferred.
• Basic computer knowledge/skills.
• Advanced math skills
• Excellent written, verbal and presentation skills.
• Demonstrated skills advising and providing consultation to others on complex matters requiring application of financial, technical and management principles.
• Demonstrated skills making decisions on variety of tasks frequently requiring discretion, judgement, and initiative.
• Valid passport or ability to obtain valid passport
• Ability to obtain international Visa when needed for travel.
• New employee mentoring experience.
• Demonstrated experience mentoring new employees.

If required to travel, has access to transportation requiring a valid driver’s license, proof of safe driving record and active insurance.