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Advantage Solutions Supervisor Delegate Support in Irving, Texas

Summary

Supervisor Delegate Support

At our Company, we grow People, Brands, and Businesses!We are seeking a dynamicDelegate Support Supervisor who will be responsible for supporting Operation Managers, District Sales Managers and Sales Specialists in the execution of the Field Level Demo Service program. This position will allow an individual to gain a clear understanding of the sales and marketing function within a field sales rep organization.

The Delegate Support Supervisor will work to assist with questions and issues regarding the Field and provide feedback to the Internal Operations Management. This individual will also work closely with the Call Center vendors to resolve issues, create efficiencies and process for the Support Center. Direct management of the Support Center team and provide the team with leadership, training, and coaching on a regular basis.

Take this opportunity to join North America’s leading business solutions provider and build your career working with amazing people in a growing industry! Apply today!

What we offer:

  • Full-Time Benefits (Medical, Dental, Vision, Life)

  • 401(k) with company match

  • Training and Career Development

  • Generous Paid Time-Off

Responsibilities:

  • Assess issues from Field Reps, triage responsibilities, delegate tasks and provide operational support to Operations Manager

  • Provide timely feedback regarding the service provided to our Field Teams to Operations Management.

  • Serve as a direct point of contact for the Support Center team.

  • Handle general questions and escalate complaints according to guidelines established by the company. May be required to escalate a concern/issue to the Internal Operations Management in order to get the complaint resolved.

  • Update Internal Operations Team on important and urgent program changes.

  • Create Staffing analysis/ report to ensure Call Center is staffed correctly at all times. Pull and create special reports to ensure the Support Center is working efficiently.

Qualifications:

  • Associate’s Degree or equivalent experiencerequired;Bachelor's Degree or equivalent job-related experiencepreferred

  • 5+ years of experience in customer service; either for external customers or internal employees

  • 1-2 years directly managing a Call Center team

  • Previous experience managing a team of 6-8 individuals

  • Strong written communication and verbal communication skills

  • Skill in supervising to include delegating responsibility, training and evaluating the performance

Responsibilities

The Company is one of North America’s leading sales and marketing agencies specializing in outsourced sales, merchandising, category management and marketing services to manufacturers, suppliers and producers of food products and consumer packaged goods. The Company services a variety of trade channels including grocery, mass merchandise, specialty, convenience, drug, dollar, club, hardware, consumer electronics and home centers. We bridge the gap between manufacturers and retailers, providing consumers access to the best products available in the marketplace today.

Job Duty

  • Assess issues from Field Reps, triage responsibilities, delegate tasks and provide operational support to Operations Manager

  • Provide timely feedback regarding the service provided to our Field Teams to Operations Management.

  • Serve as a direct point of contact for the Support Center team.

  • Ensure that our Field Specialists receive an exceptional level of service or help with their questions and concerns.

  • Interact with our Field Representatives to provide information in response to inquire about programs or services.

  • Handle general questions and escalate complaints according to guidelines established by the company. May be required to escalate a concern/issue to the

  • Internal Operations Management in order to get the complaint resolved.

  • Resolve Support Center issues with Field based associates.

  • May be required to conduct additional research to resolve questions or concerns.

  • You may be required to follow up with an individual associate until a question is answered or an issue is resolved.

  • Train and coach the Support Center team

  • Hold Call Center status meeting with project updates

  • Update Internal Operations Team on important and urgent program changes

  • Create Staffing analysis/ report to ensure Call Center is staffed correctly at all times

  • Pull and create special reports to ensure the Support Center is working efficiently

  • Act as the liaison between Support Center team and Internal Operations Team

Supervisory Responsibilities

Direct Reports

  • Hires, retains, trains, coaches, guides, directs, and develops direct reports using company-wide processes, tools and resources

Indirect Reports

  • May delegate work of others and provide guidance, direction and mentoring to indirect reports

Travel and/or Driving Requirements

  • Travel and Driving are not essential duties or functions of this job

Minimum Qualifications

The following are the minimum job-related qualifications which an individual needs in order to successfully perform the essential duties and responsibilities of the job

Education Level: (Required) Associate's Degree or equivalent experience

(Preferred) Bachelor's Degree or equivalent experience

Field of Study/Area of Experience

  • 5+ years of experience in customer service; either for external customers or internal employees

  • 1-2 years directly managing a Call Center team

  • Previous experience managing a team of 6-8 individuals

Skills, Knowledge and Abilities

  • Strong computer skills including proficiency with Microsoft Word, Excel, PowerPoint, Access, Outlook, and web-browsers

  • Well-organized, detail-oriented, and able to handle a fast-paced work environment

  • Strong written communication and verbal communication skills

  • Team building Skills

  • Ability to complete multiple duties with accuracy shifting from one to another with frequent interruptions and competing deadlines

  • Skill in supervising to include delegating responsibility, training and evaluating performance

Environmental & Physical Requirements

Office / Sedentary Requirements

Incumbent must be able to perform the essential functions of the job. Work is performed primarily in an office environment. Typically requires the ability to sit for extended periods of time (66%+ each day), ability to hear the telephone, ability to enter data on a computer and may also require the ability to lift up to 10 pounds.

Job duties include additional responsibilities as assigned by one’s supervisor or other manager related to the position/department. This job description is meant to describe the general nature and level of work being performed; it is not intended to be construed as an exhaustive list of all responsibilities, duties and skills required for the position. The Company reserves the right at any time with or without notice to alter or change job responsibilities, reassign or transfer job position or assign additional job responsibilities, subject to applicable law. The Company shall provide reasonable accommodations of known disabilities to enable a qualified applicant or employee to apply for employment, perform the essential functions of the job, or enjoy the benefits and privileges of employment as required by the law.

Any estimate, schedule, or guideline provided to associates in this job description or elsewhere in connection with their jobs is only intended to help describe job duties and for planning purposes. Regardless of any such estimate, schedule, or guideline, associates must always record all time worked for our company (which includes but is not limited to on-site work time in an assigned store, office, or other work location; required waiting time; administrative time; and work-related travel time).

Important Information

The above statements are intended to describe the general nature and level of work being performed by people assigned to this position. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of associates so classified.

The Company is committed to providing equal opportunity in all employment practices without regard to age, race, color, national origin, sex, sexual orientation, religion, physical or mental disability, or any other category protected by law. As part of this commitment, the Company shall provide reasonable accommodations of known disabilities to enable an applicant or employee to apply for employment, perform the essential functions of the job, or enjoy the benefits and privileges of employment as required by the law.

The Company will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of applicable federal, state and local laws including Fair Chance Initiative for Hiring (Ban the Box) Ordinances. All of our positions require the satisfactory completion of a background check. Please be aware that acknowledging or having criminal convictions does not constitute an automatic bar to employment. Factors including, but not limited to age and time of the offense, seriousness and nature of the violation, and rehabilitation will be taken into account.

Job Locations US-TX-Irving

Primary Posting Location : City Irving

Primary Posting Location : State/Province TX

Postal Code 75063

Primary Posting Location : Country US

Requisition ID 2019-241780

Position Type Full Time

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