Sumter Customer Service Manager

About the position

Provide leadership and direction for an inmate worker staffed customer support center in a manner consistent with PRIDE’s strategy. Supervise PRIDE-wide Customer Service efforts.

Responsibilities

• Supervise inmate worker staff in a manner consistent with PRIDE’s Statutory Mission to provide training and marketable job skills to assist with re-entry into society.
• Prepares inmate payroll.
• Coordinate activities associated with supporting the sales efforts of PRIDE’s sales business units and representatives, collateral materials, information, and other activities to facilitate sales closings.
• Execute integrated campaigns in support of marketing efforts.
• Provide management and oversight for the administration, execution, statistical reporting, and monitoring duties associated with PRIDE’s centralized customer service department.
• Manage and maintain professional Customer Service Support for all of PRIDE through recording, statistical reporting, monitoring and follow up on incidents, quotes, and purchase orders (received at CS).
• Ensure proper resolutions for all customer service issues are completed in a timely manner and provide PRIDE customers with competent and courteous assistance.
• Provide support to the PRIDE Sales Team by forwarding leads obtained from customers and assuring that the Sales Team members are aware of any issues with orders.
• Development of state-wide customer service plan including report analysis procedures, and all Customer Service metrics.
• Development of integrated marketing campaigns including call center activities in conjunction with assistance from marketing personnel.
• Processes all ARIBA orders.
• Conduct market research and develop prospect lists.

Requirements

• High School Diploma with a minimum of 5 years’ sales related experience.
• Related experience includes call center management, sales management, inside sales management, etc.
• Ability to clearly communicate both verbally and in writing.
• Ability to perform intermediate business calculations and reporting.
• Ability to develop reasonable solutions to a variety of situations that may or may not have previous solution sets.
• A thorough understanding of the purchasing process and the supporting activities.
• Needs intermediate report writing skills.
• The ability to plan, lead, and direct the activities of a skilled and unskilled workforce.
• Teaching and training skills are a requirement.
• Must be proficient in the utilization of PRIDE’s ERP system.