This position is responsible to direct the management group in all activities and systems related to the customer support aspect of all Covetrus Software products and services. Take primary ownership in establishing and communicating the strategic direction for the department. Ensure that timely and effective customer service expectations are met and/or exceeded at all times. Direct and assist in the achievement of individual, team, department and corporate goals.
Direct the strategic direction of department, specifically and in relation to Company objectives
Drive customer retention and growth strategy. This includes executing corporate strategy and tactics to guide the company to work together for optimum customer experience delivery, short and long term.
Create innovative support offerings that increases customer satisfaction/retention.
Develop a multi-channel support offering, improving response time and service.
Responsible for the definition and implementation of goals, objectives, and tactical operating plans for Customer Support, based on strategic objectives.
Strategically forecast and plan for trends affecting the department (i.e. attrition, training, product changes, releases, et. al.) and actively plan and implement improvements to provide quality and consistent service to all customers.
Actively seek to improve the customer experience, ensuring a high level of quality customer service by participating in the escalation and quality control process strategy and improvement.
Mentor, train, and coach each of the Management team to ensure they have the knowledge and skills needed in order to be an effective team leader/supervisor/manager.
Coordinate with Finance to create and monitor department budget(s), ensuring cost containment and appropriate expense management.
Evaluate, plan, promote, and execute long-term solutions to current and previous issues to ensure productive resolutions and high customer satisfaction is achieved.
Create and maintain a "dashboard" measuring critical areas in each of the departments. Monitor statistics and coach management team where necessary to ensure timely, quality service is offered to all customers. Recommend necessary changes based on a constant and in-depth analysis of these reports.
Prepare extensive reporting to management on a weekly and monthly basis informing of statistics, progress on goals, issues/concerns and any other pertinent information.
Develop and maintain policies, procedures and specifications to assure that Covetrus goals and objectives are achieved
Facilitate team member engagement by clearly communicating the company's vision, mission, and strategic objectives
Educate team members on major changes in the market as well as important issues affecting the business in order to facilitate innovation and effective problem solving
Stay abreast of and educate executives and other senior level stakeholders on major changes in services technologies and methodologies that will drive longer term strategic direction for the organization
Typically direct a large complex section of a department or a complex department with significant scope and financial and operational impact. Role may focus on executing a large and very complex/complicated process. Accountable for performance, results and staffing. Make recommendations for the objectives, policies and plans of the sub-function(s). Fully accountable for meeting the strategic, and operating objectives of the sub-function(s). Develop proposed budgets for approval and manage budget once approved. Operate with substantial latitude for un-reviewed action or decision. Often plays a role in high-level projects that have an impact on the company's future direction.
Work on complex, numerous and unique issues where analysis of situations or data requires in-depth knowledge of the company and an evaluation of intangibles. Knowledge of all areas within sub-function(s) derived from experience in non-management and middle-management roles allowing for innovative concepts and promoting new ideas within the function.
Participate in establishing the strategic direction to ensure alignment with overall Company strategy and initiatives. Focus may be on the execution of a large and/or complex processes. Translate and guide team to implement strategy.
Direct and control activities through several managers or senior professional level staff who have responsibility for the operation of the assigned area and/or process or system.
Regularly interact with executives and/or major customers/stakeholders. Ability to negotiate with customers or management and influence senior level leaders regarding matters of significance. Build personal networks to achieve mutually beneficial solutions.
Can hire, terminate, or promote and is aware of higher-level functional issues and concerns. Makes decisions on salary increases, performance reviews, disciplinary actions, etc.
Typically 7 or more years of increasing responsibility and complexity in terms of any applicable professional experience; Leadership experience within Customer Support or Success with a focus on Technology / Software industries; 5 or more years of management experience.
Typically a Bachelor's Degree or global equivalent in related discipline. Master's degree or global equivalent a plus.
GENERAL SKILLS & COMPETENCIES:
Outstanding management and leadership skills and ability to attract, retain, motivate, develop, mentor and coach team members for high performance
Strategic planning skills
Outstanding verbal and written communication skills and ability to resolve disputes effectively
Outstanding presentation and public speaking skills
Expert independent decision making, analysis and problem solving skills
Understand, interpret and act on financial information and external trends that contributes to business profitability
Plan and manage complex and successful projects; understand available resources, develop timeline, budget and assign areas of responsibility
Lead teams to achieve company goals and solve complex business issues in creative and effective ways
Expert planning and organizational skills and techniques
Communicate effectively with senior management and key stakeholders
Excellent negotiating skills and ability to effectively manage internal and external relationships
Ability to influence, build relationships, understand organizational complexities, manage conflict and navigate politics
Broad professional and managerial skills with a full understanding of industry practices and company policies and procedures
Lead and develop virtual teams
Expert in multiple technical and business skills
SPECIFIC KNOWLEDGE & SKILLS:
Ability to gain a thorough knowledge of all areas of Covetrus' business and department operations at a fast pace.
Experience using data and business analytics to strategically guide department
Ability to coach and guide others as they motivate, lead and discipline personnel when applicable.
Coach others to professionally handle and resolve stressful situations
Effective time and resource management skills.
Excellent communication skills (both written and verbal), decision making, human relations, presentation, and organization skills.
Ability to work independently while using excellent judgment in the interest of all parties involved.
Intermediate computer knowledge including Microsoft Office applications
Ability to professionally handle and resolve stressful situations will be required
Ability to drive results while appropriately managing personnel
TRAVEL / PHYSICAL DEMANDS:
Travel typically less than 20%. Office environment. No special physical demands required.
Covetrus is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law
Henry Schein Animal Health is an Equal Employment Opportunity Employer and does not discriminate against applicants or employees on the basis of race, color, religion, creed, national origin, ancestry, and/or disability that can be reasonably accommodated without undue hardship, sex, sexual orientation, gender identity, age, citizenship, marital or veteran status, or any other legally protected status.