Customer Service

About the role

This is an entry level position based in San Francisco, CA. The role is full-time and focuses on delivering exceptional customer service while managing billing, quality, financial controls, and team resources.

Responsibilities

• Deliver “Raving Fan” customer service to internal and external customers; respond to customer inquiries timely and proactively communicate on follow up items
• Create a culture of “Raving Fan” customer service within the Customer Service team
• Work closely and communicate closely with counterparts in Finance, Operations, and Sales; treat internal counterparts as customers
• Overcommunicate and be proactive in communications; solve problems rather than passing them off without tracking customer requirements
• Act as an advocate for customers and take necessary steps to deliver service level commitments
• Apply the “Raving Fan” approach to business operations as outlined in required reading
• Ensure appropriate coverage and depth to provide Raving Fan service throughout extended operations
• Manage overtime and attendance; eliminate OT and rework as profit killers
• Ensure the team is capable and properly allocated to deliver expected service levels
• Enforce the blackout calendar for vacations and time off requests during critical periods
• Build a team of “finishers” with strong follow-up and follow-through
• Handle discipline, write ups, coaching, terminations, reviews, and related personnel actions
• Ensure billing is timely and accurate; automate billing using the Billing Wizard in the WMS
• Restructure complex billing arrangements to fit automation capabilities when necessary
• Standardize invoicing structure; ensure each CSR has the latest SOW and Rates for their accounts
• Generate own invoicing to ensure timeliness and accuracy; produce in-cycle “P&Ls” to track performance
• Become an expert on the WMS system: set up customers, SKUs, enter orders, generate pick tickets, set up billing, use templates, automate processes, build reports
• Automate processes using IT resources and drive customer integrations
• Ensure data entry completeness to support downstream visibility, metrics, and dashboards
• Ensure the team has the tools to perform their jobs without issue
• Create and generate reports showing volumes, lines, units, quality, and revenue handled by the department
• Ensure completeness and accuracy of Customer Profiles, SOPs, and Work Instructions for every customer
• Ensure the CS Team has documented, detailed, and current SOPs and Work Instructions for each customer
• Maintain Customer Profiles including SOW, Contact List, SOW Email Confirmation, Rates, SOPs, and Work Instructions
• Eliminate OT and Rework; optimize staff level through automation and controls
• Ensure all customer interaction or customer driven activities have associated billing (transactions, counts, projects, visits, etc.)
• Understand how your actions and your team’s actions impact the P&L

Required reading

Raving Fans: A Revolutionary Approach to Customer Service by Ken Blanchard. The team will deploy a practical application of this approach to business operations.

Knowledge and skills

• Customer service excellence and proactive communication
• Cross-functional collaboration with Finance, Operations, and Sales
• Team management including scheduling, coaching, discipline, and performance reviews
• Billing accuracy and automation using WMS systems
• Data entry completeness and report generation
• Process automation and system mastery (WMS)
• Financial awareness and P&L impact understanding
• Documentation management for SOPs, Work Instructions, and Customer Profiles