Escalation Management Specialist

Operations Manager 2 (Channel Operations Manager) Englewood Cliffs, NJ(Fully On-site (5 days in office)) 6 months Responsibilities: Support Retail, Builder, and Distribution channel service orders and exchanges by serving as coordinator among stakeholders to improve Customer Satisfaction KPIs • Serve as primary service escalation point of contact for customers within assigned sales channels/territories • Engage in case management by liaising with internal departments including: Sales, Service, Parts, Exchange & Refund, Product Liability, and Tech/Product Support to ensure escalated cases are handled expeditiously • Make on the spot decisions based on the situation at hand to maximize customer satisfaction, within acceptable corporate guidelines • Recommend policy and process improvements based on findings from cases handled. Data steward of departmental policy & procedure content, KPIs, and data • Oversee content management on department SharePoint site • Responsible for production of department KPIs and ad-hoc analysis requests • Support implementation and improvement of new and existing department policies, processes, and procedures Assist department’s customer engagement channels and digital self-service tools • Support development of call center training materials, QA guidelines, KPIs, workforce planning, and performance feedback loops. • Support in production and distribution of internal and external newsletters • Support in implementation of user management and user experience systems; including CRM tools and customer service portals Candidate Requirements: • College degree (Bachelor’s) required • Expertise in Field Service, Customer Service, or experience in Home Appliance / Consumer Electronics industry • 4 years of professional experience required • Ability to identify gaps in procedures/policy and create improvement plans to address • Ability to drive change in cross-functional and demanding environment • Strong Microsoft Excel (pivot table & formula), Word, PowerPoint, ERP, CRM, and data visualization skills required • Excellent written and verbal communication skills Education and Years of Experience: • Bachelors Degree • 4 years of experience Top Skills: • Analytics, Communication, Project Management. Beeline Job Description Summary: • The main function of an operations manager is ensuring that the different departments in the company follow through with the plans and devises he/she makes for the business s success. Responsibilities: • Direct the activities of the various departments in the company and is concerned with pricing, sales, production and distribution of the company s products. • Responsible for managing the employees, creating their work schedules and distributing their duties. • Determine employment requirements as well as interviews and hires prospective employees. • An operations manager also trains the newly hired employees. • Manage all the activities that are associated with the production of the products the company offers. • Responsible for managing the performance of the employees such as sales promotions, coordinating with different division leads, planning the layout and design of the store, and setting the prices and credit terms, as well as identifies goods and services to be sold. • Supervise the remodeling of current the amenities and represent the company during client meetings and negotiations. • Handle problems in a calm and collected manner, even when under pressure. Skills: • Microsoft office, Word, Excel • Excellent organization and mathematical skills • Familiarity with Windows-based computer programs a must Education/Experience: • Bachelor s Degree in business or related field • Experience with payroll processing and wage attachment • 2-4 years of Experience