Función Laboral: Otros

Tipo de contrato: Jornada Completa

Ubicación: California - Valencia

País: USA

This Customer Service Lead role is responsible for overseeing the following training and communications responsibilities:

Training

  • Develop, document and maintain training materials in both digital and hardcopy medium for Customer Care new hire training.
  • Develop/maintain/update training manual for new hires.
  • Ensure updated SOPS are included in the training process.
  • Deliver new hire training as required

Communications

Develop and distribute periodic updates and communications for current staff

  • Updates to SOP’s periodically
  • Document and communicate SAP updates – through SF
  • Document and communicate new policies and procedures.
  • Document and communicate discontinued processes.
  • Publish updates and populate documents to SFDC as required.
    • Ensure communications are published with inclusion of all Customer Care teams as the audience.
  • Lead team meetings and deliver updates as required.
  • Partner with key business partners to ensure clear, timely and accurate communications to Customer Care teams.  Partner groups include, but is not limited to:
    • E-Commerce
    • Marketing – App team and Saloncentric.com team
    • Credit
    • Customer Master
    • Sales Admin
    • Street Training and Development Team

 Skills:

  • Able to develop and manage communications in MS Office, Salesforce and DSA
  • High emphasis on process coordination, time management and schedules for timely communications of key events, sales and promotions.
  • Comfortable and effective when leading a group discussion – training session, gathering feedback about promotions, process, etc.
  • High level of experience with SAP

Requirements:

  • 3 years’ experience in Customer Service or similar background
  • High School diploma
  • Good interpersonal and communication skills
  • Proficient in MS Office: Excel, Outlook, Word
  • Excellent organization skills and detail oriented
  • Must have long-term authorization to work in the U.S.
  • Travel required: approximately 10% 

 



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