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Posted: Sunday, September 3, 2017 3:49 PM

Kodak is looking for a Customer Contact Center Supervisor to join our Print Systems Customer Operations team in Rochester, NYKodak offers a unique opportunity to contribute to the revitalization of an iconic global company. We combine the strength of a brand that is recognized and beloved around the world with the excitement and entrepreneurial spirit of a start-up. We are stable, profitable, optimistic about the future and looking for professionals with energy, ideas and ambition to help us take next steps in completing our transformation. We?re building a culture which values creativity in all its forms, having a global perspective, a focus on sustainability, and the kind of trust that enables us to succeed by taking calculated risks. Kodak has a rich heritage of leadership and innovation, but is also, in many ways, still inventing itself. At this stage of our comeback, Kodak is truly a place where you can make a difference.Responsibilities to include: Lead a team of 12 to 15 Customer Service Representatives (CSRs) who are responsible for managing customer inquiries, orders, disputes and returns. The team supports customers in the US and Canada for all Kodak business, several businesses including PS, EPS, UWS, PK and EISD.The primary communication method is email (180,000 annually) followed by telephone. Chat ability may be available in the future. Multiple email inbox and phone lines are used to delineate customers of different businesses. The supervisor will need to integrate new phone system into day to day operations and use technology to its fullest capability.Use data to measure performance against determined targets in the areas of communication quality and quantity. Formulate targets and measures for team and individuals. Monitor and report on these targets.Provide day to day workforce management. Develop PEAK, review with employees and participate in yearly Department performance reviews.Hire, onboard and coach new and existing team members.Partner with Department Trainer to identify needs and develop training.Participate in Department and business partner projects.Exercise active listening skills, conflict resolution and negotiating skills with external customers and internal partners.Represent Customer Service and Customer Operations credibly and effectively with customers and internal partners. Act as the escalation point for team and business partners.Drive improvements in End to End processes to improve Customer Satisfaction, increase revenue and operational efficiency.Establish Standard policies & procedures and ensure adherence to policies and procedures.Establish and drive projects to improve accuracy.Responsible for performing audits ensuring alignment with business rules/needs.Represent Service Contract Administration and Customer Operations credibly and effectively with customers and internal partners Required Skills/Experience: Strong Systems Thinking and understanding of the order to cash process as it relates to Kodak and customers.Analytics ? must rely heavily on data to manage performance, drive change and present opinionStrong team player with ability to work across boundariesMust be able to effectively lead changeMust be able to work in a fast-paced changing environment to ensure goals are metAdaptability. Must place high value on the opinions of othersStrong communication skills - verbal and writtenStrong problem analysis and problem-solvingPromotes key values Desired Skills: Supervisory and/or leadership experienceKnowledge of Kodak productsKnowledge of Service businessProject Management experienceExperience leading Cross Functional improvement teamsPrior SAP/CRM knowledge

Source: http://www.juju.com/jad/00000000bj18gd?partnerid=af0e5911314cbc501beebaca7889739d&exported=True&hosted_timestamp=0042a345f27ac5dc192a42bcab02a53985ae36ee634d305b8d6440889150f360


• Location: Rochester

• Post ID: 30790757 rochester
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