Manager, Operations Support

Location

Hackensack, NJ | United States

Job description

Position Summary :

LiveU is looking for a dynamic and energetic individual to manage our Operations Support team. The Operations support team is a shared services team supporting LiveU’s global operations. The team supports various ERP transactions as well as day to day management of product delivery, returns, and administration of SIMs. This exciting position will liaise with internal functions including sales, customer support, order management and operations.

Responsibilities :

• Manage internal and contract resources to deliver 24/7/365 support of operations functions
• Primary owner of relationship with offshore agencies used to provide contract resources
• Continuously improve the process and rigor for customer service, set KPIs and measure performance
• Responsible for hiring, training, and managing relevant departmental personnel that perform the following departmental functions
• Partnering with the supply chain logistics team to complete ERP system transactions
• Partnering with our customer support team to issue RMA’s (Return Material Authorizations) to customers and coordinate shipment of replacement material
• Coordinating customer returns from product rental, RMA and Demo
• Supporting the provisioning of LiveU’s mobile lines, including activation of new lines and making changes to line features based on customer orders.
• Provide support to customers, distributors, and internal sales employees regarding inquiries of product availability and order statuses
• Develop and implement training programs and new processes to ensure an ever-improving customer experience
• Handling escalations and working with operations, order management and sales teams to prioritize orders including review reschedule and acknowledgment data and work with operations to review root cause and corrective actions

REQUIREMENTS

• A Bachelor’s degree or equivalent education and experience with a minimum of 5 years experience in customer service, order management or other customer facing operations roles.
• Excellent written and oral communications skills
• Experience managing a team
• Proficiency with Microsoft Office
• Previous ERP and CRM experience required
• Availability for a fast-paced global role working with multiple time zones

Job tags

Salary