RESPONSIBILITIES
Recruitment, Training, and Supervision:
• Recruit and onboard employees for the Customer Service Department.
• Develop and deliver training programs to enhance team skills and productivity.
• Supervise daily operations and provide leadership and guidance to the team.
Development and Implementation of Department Objectives:
• Establish goals and strategies to improve departmental performance.
• Monitor progress to ensure alignment with organizational priorities and objectives. Sales and Account Support Management:
• Oversee sales support and account-related activities within the department.
• Facilitate seamless coordination between sales and service teams for optimal results.
Customer Satisfaction Management:
• Design and maintain processes to provide exceptional customer service.
• Address customer concerns, ensuring prompt and satisfactory resolution.
Communication and Coordination:
• Coordinate sales and service functions, ensuring smooth execution of department initiatives.
• Collaborate with external customers, internal colleagues, and distribution partners to optimize customer service activities.
• Communicate with Sales Management to address potential issues proactively and Identify sales opportunities to maximize sales penetration.
Performance Monitoring and Improvement:
• Manage the CMP process effectively.
• Monitor and analyze Customer Service effectiveness reports (daily, weekly, and monthly) through performance reviews and continuous feedback.
• Identify areas for improvement to develop, implement, and maintain procedures to enhance efficiency and service quality.
• Promote department goals and objectives through strategic planning and supervisory oversight.
Decision-Making and Problem-Solving: Make critical decisions independently, including:
• Weekly scheduling.
• Hiring decisions (90% autonomy) and defining departmental job responsibilities.
• Incentive payouts, procedural changes, and implementation of new processes
EDUCATION
• High school diploma or equivalent, valid driver’s license with a driving record that meets company insurability standards.
• Bachelor’s degree in Business, Business Administration, Management, Sales, Marketing, Hospitality or Culinary Arts preferred
EXPERIENCE
• 2 years of specialty experience or 5 years of relevant industry w/ sales management (managing a portfolio of business and people) experience.
• Familiarity with sales support and account management processes
About us
Cognizant (Nasdaq: CTSH) is an AI Builder and technology services provider, building the bridge between AI investment and enterprise value by building full-stack AI solutions for our clients. Our deep industry, process and engineering expertise enables us to build an organization’s unique context into technology systems that amplify human potential, realize tangible returns and keep global enterprises ahead in a fast-changing world. See how at www.cognizant.com or @cognizant.
Additional employment information
Compensation information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.
Language requirements vary depending on roles, but we ask that all candidates have basic English proficiency for company-wide communications purposes. For roles based in Quebec, professional English proficiency is required, as you’ll deliver services to and collaborate with stakeholders outside the province who may not speak French.
Cognizant is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, provincial or local laws.
If you have a disability that requires reasonable accommodation to search for a job opening or submit an application, please email [email protected] with your request and contact information.
