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Solutions 2 GO Inc. · 2 hours ago

Account Service Manager

Louisville, KY

Full-time

Onsite

Senior Level

5+ years exp

Solutions 2 GO Inc. is a premier global distributor of video game products. The Account Service Manager will lead customer service operations, support the sales team, and implement strategies to enhance customer satisfaction and operational efficiency.

HardwareLogisticsSoftwareVideo Games

Responsibilities

Prepare weekly sell-through reporting and distributed to cross-functional team

Manage product flow to ensure maximum order fulfillment and minimal inventory risk

Maintain customer specific price lists and price protections where applicable

Manage the CS team email/phone responses to customers and order integration/implementation to maintain timeliness and accuracy

Manage and maintain customer account information, product and account requirements

Ad hoc reports for customers/sales reps/senior management

Manage the CS teams POD, claims, and return

Maintain solid understanding of unique S2G business channels and how they relate to customers and sales representatives

Provide backup support when required in other CSR’s absence

Collaborates with Sales in the management of the entire sales cycle from procurement to invoicing

Maintain communication with customer buying/merchant teams coordinating deal specific terms and requirements and communicating that information effectively to Operations

Manage item setup requirements for retail/wholesale customers

Manage customer specific projects from ideation to delivery for promotions, marketing materials, and POP Displays

Manages the communication channel between Sales, Purchasing and Operations ensuring on time execution

Conducts weekly meetings between Sales, Customer Service and Operation for the purpose of production planning

Point of escalation for customer complaints and resolve complex issues in a timely manner

Identifies inefficiency and develops process improvement for efficiency gains

Oversees daily operations of the customer service department ensure timely execution

Distributes task and responsibilities based on individual strengths and workload to ensure a balanced and efficient team

Provide ongoing feedback to employee about their performance

Establish clear, achievable goals and performance metrics for each team member in alignment with company objectives

Collaborates with Sales on customer initiatives and operational capabilities

Qualification

Customer service managementCustomer satisfaction strategiesTeam leadershipAdvanced computer skillsGP Dynamics softwareAdaptability to changeCommunication skillsAttention to detailWork independently