Client Solutions Manager

Superior Group of Companies, formerly Superior Uniform Group, established in 1920, is a combination of companies that help customers unlock the power of their brands by creating extraordinary brand experiences for employees and customers. It provides customized support for each of its divisions through its shared services model.

The Office Gurus® is a global provider of custom call and contact center support. As a true strategic partner, The Office Gurus implements customized solutions for its customers in order to accelerate their growth and improve their customers’ service experiences.

Job Title:          Client Solutions Manager

Status:              Exempt

Objective:        This position will work directly with clients, managing the account relationships and serve as a liaison between call centers and client ensuring client expectations are met and exceeded. The role will provide active support in developing procedures, programs, performance analysis, marketing, sales support and training which supports the initiative to improve individual and group effectiveness at The Office Gurus.

Responsibilities:

Account Management and Business Development:

  • Manages the business relationship with the key accounts and will work closely with the various business departments in an effort to maintain and further develop the relationship with the key accounts
  • Oversees implementation, launch and management of the company’s business relationship with clients and works with various business departments in order to ensure client objectives are being met
  • Develops and executes a sales and marketing plan for key accounts that meets or exceeds KPI objectives
  • Oversees action plans and strategies to meet or exceed KPI objectives for our clients
  • Grows existing relationships with key accounts while introducing new opportunities
  • Follows up consistently with customers to ensure the highest level of customer satisfaction
  • Uncovers, analyzes and communicates meaningful insights from key accounts
  • Interacts directly with potential new customers, develops and implements processes to transition customer service needs to TOG.

Call Center:

  • Provides regular feedback to call center agents regarding account performance
  • Evaluates call center employee communications through effective monitoring; develops needed training to enhance current performance.
  • Establishes success metrics and reporting systems utilizing existing TOG systems and methods.
  • Communicates with TOG operations teams to provide direction and to represent the “Voice of the Client”.
  • Responds to escalated customer problems timely and effectively
  • Assists in the evaluation of call center technologies
  • Travels to international call center on an as needed basis

Requirements:

Education, Skills and Experience

  • High School diploma or GED required, Bachelor’s Degree preferred
  • 3 years of call center experience required
  • 2 years of project management or people management required
  • Excellent verbal, written communication skills (writing samples required)
  • Must have a valid passport for international travel
  • Must be technically savvy, with excellent PC skills (Word, Excel, Outlook, Powerpoint, etc.) and the ability to learn new systems
  • Consistent high-energy communications style to deliver dynamic presentations
  • Strong negotiation skills
  • Strong analytical skills
  • High sense of urgency
  • Proficiency in Spanish helpful but not required

Competencies

  • Fact–Based Management – They view the organization as an open system, synthesize information from diverse sources, come to conclusions, and make decisions that are rational and based on sound evidence.
  • Coaching and Developing Others – Service Managers provide quality time and planned commitment to direct reports and provide processes and opportunities for them to understand their strengths and limitations in relation to a range of high-quality and relevant Competencies.
  • Service Focus – They place great emphasis on creating customer loyalty by ensuring the highest value of service is always provided and by delivering on commitments to the customer.
  • Communicating – They provide the information required by others in a concise, direct, and unambiguous way. They strive to ensure that the receiver clearly understands the specifics of their message and they are able to listen to, receive, and understand messages conveyed by others.
  • Process Management – They take a systematic approach in contributing to making the company’s workflow more effective, efficient, and capable of adapting to an ever-changing environment.
  • Driving Results – They motivate individuals to achieve and exceed goals by establishing accountabilities, clarifying performance expectations, agreeing to high standards and measures, monitoring and reviewing performance, and providing timely and relevant feedback.
  • Delegating – They display strong awareness of when, how, and to whom to delegate and will clearly communicate objectives, tasks, long-term benefits, and expectations for outcomes in order to empower others to take greater responsibility.
  • Team Building – They enable and encourage group members to work together to complete tasks and accomplish goals that individual members could not accomplish alone.

 

**Along with a generous Compensation Package, the company offers an excellent Benefits Package, including Medical, Dental, a Defined Contribution Plan (e.g. 401(k)), Life Insurance, Long Term Disability, a Flexible Spending Account and Paid Maternity/Paternity Leave.

 

EOE AA M/F/Vet/Disability

 

Qualified applicants will receive consideration for employment without regard to their race, color, religion, sex, national origin, age, disability, sexual orientation, veteran status, genetic information, or other status protected by applicable federal, state, or local law.

Location: 10055 Seminole Blvd. Seminole, FL 33772

Phone: 727-397-9611

Email: careers@superiorgroupofcompanies.com

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It’s rewarding working at a place that gives back in so many ways. Superior Uniform is part of the Adopt-A-Shore program and has been hosting on-site blood drives since 1987! Participating in these activities really makes me feel like part of a great team.

I’ve been a part of the Superior family for six years… and appreciate all of the extras offered. Like an on-site Yoga class, a walking program and monthly wellness and nutrition seminars. It feels good knowing I’m important to the company as a person.

The average employee tenure at Superior Group of Companies is 15 years and I’ve personally been part of the Superior Group of Companies family for 14 years. I am delighted to work for a company that provides such great job stability for their employees.

Our nearly 95 years of success has been driven by surrounding ourselves with highly-skilled, dedicated professionals. Our team members truly embody our corporate values of quality, integrity, loyalty and teamwork.

I’m proud to be part of such a wildly diverse team of talent. No matter how different our backgrounds and skill sets might be, each of us is appreciated for our contribution to our common goals. To me, that is truly the meaning of teamwork.

Superior is a publicly traded company who does business nationally… but here I’m not just a number. The opportunity for career enrichment is unlimited and my ideas are taken seriously.

Fashion Seal Healthcare provides cutting edge uniform programs and image apparel for our customers. It makes me proud to be part of a company that continually strives for apparel innovation, and is recognized for it within the textile industry.

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