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Order Processing & Client Manager

Manages the operational functions and budget of the Order Processing department with approximately 40 staff members processing volume exceeding 6 million transactions annually. Directly manages 6 staff members and the budget of the Client Services department, which includes facilitating the completion of over 70,000 Correspondence transactions per year, which includes the completion of Better Business Bureau and 3rd Party inquiries.  Manages the staff to include hiring, mentoring, promoting, terminating, and managing performance.

Essential Job Duties and Responsibilities 

Activity Direction-Directs the activities of 6 departments within Order Processing and Client Services (Mailroom, Data Prep, Data Entry, Data Research, Credit, and Correspondence) in order to ensure that Service Level Agreements are met. Manage and develop staff to include hiring, performance management, disciplinary action, termination, & compensation.

Liaison-Acts as liaison with business units in an effort to resolve issues identified while processing transactions.  Also assist Marketing with recommendation for new form designs or special order processing due to new business ventures.  Coordinate temporary staffing with outside temporary staff firm(s).

Relations-Assist with escalated employee issues, Connect Point and Annual Merit increases. Handles escalated customer inquiries.

Process Improvement-Continually look for opportunities to process work more efficiently and completing cross-training.

Budgeting-Assist in the Development and Management of the Order Processing and Client budgets.

Required Qualifications (Education, Licensing, Certification, and Experience)

  • Bachelor’s Degree in Business, Management, Finance, Operations or similar focus
  • Minimum 4 years Customer Service experience in a high-volume function such as a Call Center
  • Experience managing a Large Work Force

Knowledge, Skills, and Abilities

  • Strong management competencies, behaviors, and skills  including the ability to lead, direct, and build and develop strong teams
  • Good understanding of business operations – processes, systems, and financial aspects
  • Customer relationship management
  • Good project management skills
  • Good problem solving skills
  • High level of analytical, planning, and organizational skills
  • Budgeting exposure/experience
  • High level proficiency with Microsoft Office – Excel, Word, PowerPoint;
  • Must be able to communicate effectively and respectfully, with good verbal and written communication skills, to include good business writing and presentation skills
  • Ability to work collaboratively

Preferred Qualifications

  • Education, Licensing, Certification, and Experience
  • Experience Managing a Large Work Force (minimum of 4 years)
  • Experience Managing Multiple Business Units
  • Experience in Finance or Operations

 

Knowledge, Skills, and Abilities

  • Budget Planning Systems (i.e. Adaptive)

 

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