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Customer Service Manager

Tobii Dynavox, part of the Tobii group, is the world leader in eye tracking and speech generating devices - products that help individuals with speech and motor impairments live a richer and more independent life. Headquartered in Stockholm Tobii covers a global market with offices in USA, Germany, Norway, Japan and China. If you want to work with meaningful products and solve interesting problems, we might be the right company for you!

Take a look at this video that shows how we impact lives and give people with disabilities the power and ability to express who they are: https://www.youtube.com/watch?v=2zh2UMK8xf0

Our Pittsburgh office is located in the South Side. We offer our full-time employees a generous benefits package including health/dental/vision, 401K with company match, paid vacations, 10 paid holidays, tuition reimbursement, free parking, relaxed work environment, free on-site gym, free bike rentals, and various company events.

JOB SUMMARY:

The Manager of Customer Service represents Tobii Dynavox and Mayer-Johnson’s brand images in customer-facing role through electronic and telephonic exchanges while working collaboratively with cross-functional teams. The Manager aligns call-center performance with overall company messaging while managing domestic and international catalog and websites.

KEY RESPONSIBILITIES:

  • Manage and supervise Order Entry Team for US and Canada and support Satellite UK Office
  • Manage Call Center staff, supervise Agents, determine needed skills levels, and establish queue prioritization
  • Manage and coach team performance and train new employees in job functions
  • Monitor appropriate use of promotions and supervise order allocations for online store
  • Alert Purchasing Department when stock is low and monitor backorders to ensure timely fulfillment
  • Report weekly bookings to the order management teams
  • Monitor and release customer backorders
  • Manage the company backlog order report daily and ensure all orders ship within the expected time frames
  • Process and track direct sales orders
  • Achieve customer service objectives by contributing information and recommendations to strategic plans and reviews.
  • Improve the flow of product launches to help create a seamless process for the internal and external teams.
  • Identify fraudulent order, trends in purchasing, stock depletion, and customer inquiries
  • Ensure written work instructions are updated and adhere to ISO standards
  • Perform various other tasks as assigned

MINIMUM QUALIFICATIONS:

EDUCATION / EXPERIENCE REQUIREMENTS:

  • Associate’s Degree required or equivalent experience; Bachelor's Degree preferred
  • 5+ years customer service, call center or retail experience
  • Knowledge of educational and/or speech therapy products is required

CERTIFICATIONS/LICENSURE REQUIREMENTS:

  • None

COMMUNICATION SKILLS:

  • Proven written and oral communication and advanced presentation skills
  • Coaching and supervisory skills
  • Able to communicate at all levels within an organization
  • Ability to maintain professional composure during stressful situations

MINIMUM QUALIFICATIONS (Continued):

COMPUTER OR TECHNICAL SKILLS:

  • MS Office Products including Word, Outlook, PowerPoint and Adobe
  • ERP/CRM experience preferred
  • TASKE/CCR Reporting System

OTHER SKILLS REQUIREMENTS:

  • Excellent organization skills
  • Ability to prioritize efficiently while multitasking
  • Detail oriented

PHYSICAL REQUIREMENTS:

  • See, talk, and hear
  • Able to sit, stand, and walk
  • Ability to lift and/or move up to 10 pounds

WORK ENVIRONMENT REQUIREMENTS:

  • Able to work at a desk for prolonged periods of time
  • Ability to work in a fast-paced environment with continual interruptions

To be successful in this role and at Tobii Dynavox you need to be customer focused and interpersonal while collaborating and working with a team. You must be able to multitask in a fast-paced environment.

All our jobs at Tobii Dynavox are about innovation, passion and not the least - making things real.

Working at Tobii Dynavox:

Working at Tobii is like being in the heart of innovation. Here you get to work on cool creative projects, together with passionate colleagues from all around the world.


Our technology brings a voice to people with speech impairments, it helps us understand human behavior and it is revolutionizing the way we interact with technology.


Life is short so we choose to spend it building high tech products that matters!


If you want to build a company rather than just work for one. If you take pride in honest, hard work and want to perform freely in an open environment where you can be yourself, you will feel right at home.


Tobii
- It’s all about passion, innovation and making things real –

Learn more about what we do by visiting our Youtube channel

EOE/AA Women/Minorities/Veterans/Disabled

Working at Tobii

At Tobii we love what we do - we work hard, play hard, and make every day exciting.

Learn more about what we do by viewing this short video Tobii in 3 minutes.