61 Prepare and monitor management indicators for respective Account Align Team and customer base.
61 Align Customer Care Strategy with AAT Strategy.
61Proactively communicate with customers and maintain strong communication channels internally and externally.
61 Partner with Customer Care Representatives (CCR‘s)to guarantee Achievement of SLA‘s.
61 Identify gaps in customer care processes and partner with customer experience team to resolve.
* Propose action plans based on customer satisfaction survey results and partner with leadership and the team in plan execution.
* Establish self as the customer care subject matter expert for the assigned AAT, acting as a resource to the business and customer.
61 Lead, organize and assist with development of the Customer Care Representatives.
61 Manage order entry, order tracking and order allocation, for assigned accounts, ensuring no delays, partial orders or errors.