Customer Operations Manager

About the role

The Customer Operations Manager is responsible for assisting the Account Executive and Account team by performing the administrative and customer support duties associated with maintaining customer accounts. With a primary focus on ensuring excellent service standards and maintaining high customer satisfaction, Customer Operations Managers act as liaisons, provide product and services information, and resolve any emerging problems that our customers might face with accuracy and efficiency. This position is an office-based position; Customer Operations Managers either work remotely from a home office or are assigned space at their local office.

What you'll do

• Partners with business leaders to deliver services that support company objectives and that are consistent with Winning Together values.
• Maintain customer relationships by responding to customer inquiries, identifying and assessing customers’ needs, solving and/or referring customer problems, and following up with potential and existing customers to assure satisfaction.
• Handle customer complaints provide appropriate solutions and alternatives within appropriate time limits and follow up to ensure resolution.
• Maintain customer files with sales contracts, records of customer interactions, customer notes, and other information.
• Improve the process in the supply chain for advanced integration services for large enterprise customers > $25M.
• Utilize best practices and experience to introduce new tools that can improve service delivery.
• Communicate with internal and external stakeholders that create action and sense of urgency.
• Interface with Computacenter leadership on escalations and resolution thereof that would be critical to customer retention and business objectives.
• Process customer accounts and file documents.
• Track and update portals and other sales tools for entire supply chain and life cycle of customer engagement.
• Organize meetings to address issues and conflict resolution.
• Schedule and attend meetings with customers and prospective customers as requested.
• Lead and host scheduled meetings with vendors and supply chain manufacturers to communicate updates to customers and internal stakeholders.
• Develop processes to manage inventory levels within company integration and warehousing facilities to ensure critical delivery dates are met.
• Manage customer assets/inventory.
• Delegate tasks to existing support team member(s); show cloud-based tools can be leveraged to solve complex business issues.
• Collaborate with Finance Department to ensure invoicing accuracy for all applicable products, services, software, and logistics.
• Provide insight and leadership on enhancing and innovating the customer experience.
• Understand and abide by all security and operational policies.
• Embrace and support Computacenter’s mission and core values.

What you have

• Bachelor’s degree in Business Administration or similar; demonstrated equivalent experience will be accepted.
• Minimum of 3-5 years’ experience leading a team where process and quality improvement directly impacting the customer experience; preferably in the IT industry.
• Legally eligible to work in the United States.
• Exceptional verbal and written communication skills; able to build sustainable relationships through open and interactive communication.
• Highly organized; able to multi-task and work efficiently.
• Demonstrated problem-solving and analytical skills.
• Able to provide accurate, valid, and complete information by using the right methods and tools.
• Follow communication procedures, guidelines, and policies.
• Able to work independently and exercise personal judgment and discretion when making decisions and performing job duties.
• Attention to detail, consistent follow-up on all ongoing activities for the full lifecycle from project opportunity setup to project closeout.
• Able to work independently, as well as with peers.
• Strong working knowledge of computer system applications (e.g.: Windows, Microsoft Office, OSX, Salesforce).
• Firm understanding of and experience in how cloud-based tools can solve business problems desirable.
  

What you can expect

There’s so much more to enjoy about being at Computacenter than just having a rewarding career. In addition to offering competitive compensation plans and long-term career opportunities, we provide an attractive mix of benefit plans to contribute to your good health, future financial security, and peace of mind.

About us

Computacenter is a leading independent technology partner, trusted by large corporate and public sector organizations. We help our world-renowned customers to source, transform, and manage their IT infrastructure to deliver digital transformation, enabling users and their business. We’re a public company quoted on the London FTSE 250 (CCC.L) and employ over 20,000 people worldwide. In the US, we support some of the country’s best-known businesses with regional hubs in San Francisco and Irvine, CA; Norcross, GA; Plano, TX; and New York City; and Integration Centers in Silicon Valley and Atlanta. www.computacenter.com/us