Twin City Optical Work Values

Daily Duties at Twin City Optical:

Supervise Customer Service Team of up to 17 staff members in a large optical lab, responsible for handling all customer calls and correspondence with wholesale accounts, including phone orders, job follow up/expediting/delivery, new account start up, sales staff support and all personnel concerns • Oversee new accounts welcoming process, including corresponding with key contacts to facilitate smooth startup with customers • Resolve customer escalations positively to a win-win resolution, building customer loyalty • Upgraded phone system to wireless capacity, increasing team call handling and work flow efficiency. Also created key performance indicators for customer service department staff • Promoted to host and facilitate Regional Customer Service Manager conference calls, and participate on National Customer Service Manager calls, both responsible for setting direction for Customer Service teams across the country • Assisted National Customer Service trainer with writing training materials utilized nationally • Travel offsite to visit key local accounts to improve relationship and save sales • Introduced Employee Recognition program and Customer Service Appreciation to company, as well as involved with other employee morale programs and activities • Participate in lab management meetings and key sales meetings • Reviewed as “doing a very good job connecting with his staff and peers, demonstrates a passion for customer service, and overall does a very good job in his Customer Service Manager role.”

What they like about Twin City Optical:

Working in an organization that is technologically advanced, creative, and innovative is critical in your assessment of hiring companies. Less important to you are stability of the organization, the length of time an organization has been in business, and the business' plans for the future. You prefer a fast-moving company that will take risks to achieve its goals and objectives. The length of time the company has been in business is irrelevant. Maintaining status quo is unnecessary. You thrive on change, uncertainty and the upside of potential business risks, especially those associated with innovation. Stability for the long haul is not nearly as important as is working in an atmosphere that is charged with a sense of urgency and constant change.

Tags

Customer Service Excellence, Commited Focus, Employee Morale, Ownership, Recognition for Achievement, Employee Evaluations, Leadership, Problem Solving, Decision Making, Vendor Relations, Hiring, Employee Development, Performance Management, Effective Communication, Time Management, Budgeting

Skills

P&L responsibilities, Presentation, Ecommerce Strategy and digital marketing channels optimization - SEO, SEM, email, affiliates - for high-profile accounts., Technology Solutions, Sales Support, Software Implementation, Requirements Analysis & Specification, Leadership , Employee Recognition, Customer Service Focus

These are some of the questions we asked our climbers about their experiences with Twin City Optical: