Leads the Customer Success team through call coaching, skill training and staff developmentEnsures TradeSmith Customers receive the highest levels of serviceMaintains a high level of understanding of TradeSmith products, campaigns, and promotionsMonitors team’s KPIs related to e-mail/ticket response, inbound and outbound calls, and Customer SatisfactionMonitors call queues and support ticket queues to maximize CS team efficiencies and shift resources as neededPlans and manages staffing level related to customer file size, active or upcoming promotions, and planned time-off from teamProvides real time guidance on complex customer situationsHandles escalated customer calls and/or emails when neededApproves discretionary funds, compensatory subscriptions, extensions or other approvals outside of the CSR scope of responsibilityParticipates in cross functional meetings to provide updates on customer service and satisfaction levelsActs as a change agent by assisting in the rollout of new initiativesManages external affiliate partner relationships that impact TradeSmith Customers

Proven, self-motivated retail management professional offering more than 20 years of experience in sales, operations, inventory control, and personnel management. Adept team leader skilled at motivating others, but equally comfortable working alone. Offers an extensive track record of financial, facility, and organizational improvements in retail environments. Creative problem solver, effectively leveraging strengths in data analysis, P&L responsibility, budgeting, and payroll overcome challenges. Additional areas of expertise include:Customer Service | Budgeting & Forecasting | Expense Control | Auditing | Public SpeakingOffice Administration | Production | Human Resources | Recruiting | Training & Development

Proven, self-motivated retail management professional offering more than 20 years of experience in sales, operations, inventory control, and personnel management. Adept team leader skilled at motivating others, but equally comfortable working alone. Offers an extensive track record of financial, facility, and organizational improvements in retail environments. Creative problem solver, effectively leveraging strengths in data analysis, P&L responsibility, budgeting, and payroll overcome challenges. Additional areas of expertise include:Customer Service | Budgeting & Forecasting | Expense Control | Auditing | Public SpeakingOffice Administration | Production | Human Resources | Recruiting | Training & Development