Manager of Customer Care, Key Accounts and Resolution

Company: School Specialty, Inc ( Learn More )

General Information
4 Year Degree
Not Specified
Not Specified
Job Description

Manager of Customer Care, Key Accounts and Resolution - Are you ready to make a difference? 

School Specialty is dedicated to changing education for the better. That means working closely with educators, sharing experience, and traveling into unchartered territories together. - Are you ready to join us on the journey?

The Manager of Customer Care, Key Accounts and Resolution reports to the leader of Customer Care and is accountable for assuring the School Specialty Inc. key and international accounts receive consistent, high levels of service that drive increased loyalty and deeper relationships. This position supports the creation and execution of service to sales strategies that affect all areas of Customer Care and make measureable contributions to top line growth. Position also leads the resolution team which delivers fast and effective resolution of urgent and complex customer and business issues. Effectively leads supervisors, key account and resolution representatives. Coaches and mentors direct reports to meet and/or exceed customer expectations and company goals. 

We are looking for a highly motivated professional that wants to be part of a winning team.  We give you the opportunity to work at a company where you can contribute, grow, and make your own path to success.   The rest is up to you.  

Summary of Primary Responsibilities

  • Assures key account representatives have the knowledge, tools, systems and processes necessary to create a highly valued and unique “concierge” level of service.  
  • Collaborates with sales partners to develop new and innovative approaches to servicing key accounts, minimizing customer effort while proactively delivering value-add services. 
  • Operationalizes service to sales (“Team Sell”) strategy and drives process change (recruiting & selection, training & onboarding, measurement & performance management, coaching & mentoring, rewards & recognition) to assure achievement of service and sales growth objectives. 
  • Collaborates with internal partners and sales to identify solutions that optimize performance and drive top line growth.
  • Partners with sales & operational leadership to maintain transparency between departments and proactively plan to support the movement of work through the business.
  • Assures customer service representatives (CSRs) have the knowledge, tools and abilities to successfully support Team Sell.
  • Provides daily leadership and communication to supervisors and representatives to assure customer inquiries and issues are responded to quickly, efficiently and in a knowledgeable, professional manner.
  • Selects, develops, coaches and mentors supervisors, key account and resolution representatives to assure attainment of Customer Care KPMs.
  • Manages supervisor and representative performance, establishing corrective action plans as necessary; develops direct reports.
  • Tracks and trends issues, collects insights from data, uses Lean/Six Sigma methodologies (DMAIC and Kaizen) to identify and address root cause, improving processes, business performance and the customer experience, end-to-end.
  • Identifies best practices, reviews, modifies and develops standard operating procedures (SOPs) to drive consistent, high levels of performance.
  • Develops plans and budgets for seasonal hiring and training.
  • Exercises care within work environment to prevent injuries. Complies with all company safety policies and procedures (individual contributors).
  • Maintains safe and healthful working conditions by ensuring all CSRs comply with company safety policies and procedures (people managers).
  • Change is part of our daily routine, which means you have the chance to leverage your creativity and imagination every day.  You’ll be encouraged to push the envelope, to lead through action, and to innovate regardless of your role.  We’re shooting for nothing short of greatness.   These aren’t just words, this is how we work.  Are you up for it?

    Job Requirements

    • Bachelor’s Degree (or higher a plus) in business or related field; equivalent work experience with a minimum of seven years customer service experience and five years supervisory/leadership experience (call center experience a plus).

    Knowledge/Skills Required

    • Takes the initiative, is action-oriented and results-driven.
    • Strong organization skills and the ability to manage multiple tasks simultaneously.
    • Works well with ambiguity, adapts to change, works effectively in both structured and  unstructured environments.
    • Excellent written, verbal and interpersonal communication skills.
    • Well-developed problem-solving skills, able to quickly and effectively resolve issues.
    • Collaborates well with others.
    • Understands and effectively manages the people-side of change.
    • Proficient in Microsoft Office products such as Word, Excel and Outlook.
    • SalesForce and Oracle experience a plus.

    Abilities Required

    The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

    We’re determined to positively impact the future, one child at a time.   If you share our passion, we need to talk.

    Imagine what we could do together.

    Core Competencies

    Action Oriented – Taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm.

    Business Insight – Applying knowledge of business and the marketplace to advance the organization’s goals.

    Collaborates – Building partnerships and working collaboratively with others to meet shared objectives.

    Customer Focus - Building strong customer relationships and delivering customer-centric solutions.

    Drives Results – Consistently achieving results, even under tough circumstances.

    Plans and Aligns – Planning and prioritizing work to meet commitments aligned with organizational goals.


    • The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.
    • School Specialty, Inc. is a Drug Free Workplace. All applicants are subject to a drug screen and background check as a condition of employment.
    • EEO/AA including Vets and Disabled
    • If you need a reasonable accommodation for any part of the employment process, please contact us by email at [Click Here to Email Your Resumé] and let us know the nature of your request and your contact information.
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