Coordinate and manage the workload of the team by evaluating the workload, assigning and distributing projects, and determining and monitoring deadlines to meet standards of performance

Conduct various types of analyses including data, feasibility, impact, technical, and workflow/processes to support business decision making

Conduct internal and external research to gather data and accomplish objectives

Provide training and coaching on processes, procedures and system tools to new team members

Represent the department on corporate and divisional projects as needed; communicate impacts and work with management to develop solutions

Act as first contact for urgent or escalated issues raised by Clients, Brokers, and Sales Team; identify resource for resolving escalated issues and delegate or handle response as appropriate to ensure highest level of customer satisfaction

Inform supervisors of trends in staff performance identified through observation and feedback

Monitor the phone system to ensure appropriate phone coverage is provided at all times; provide input to supervisors for developing phone coverage schedule

Assist Supervisors with special projects to support organizational and departmental objectives

Job Specifications

Typically has the following skills or abilities:

Two to four years of customer service or administrative support experience

Experience managing a heavy workload

Proficient in a Windows environment with word processing, spreadsheet application, and data entry

Excellent communication and interpersonal skills to effectively communicate plan and installation information

Ability to have a solution-oriented approach to work

Demonstrated ability to identify and resolve moderately complex problems

Must be flexible and adaptable

Ability to stay focused and productive during times of ambiguity

Ability to provide effective feedback for and/or skills at process improvement

Type 35 wpm

Preferred Skills

Prior Wholesale and/or Eyewear experience

Experience in fast-paced customer service/distribution environments

Ability to mentor and train new team members effectively under a supervisor's guidance

Detail-oriented and efficient,ensuring accuracy and optimized order entry

Experience acquiring, building, and managing new client accounts with strong communication and relationship-building abilities

Excellent data analytical skills and creation of SOPs to improve operational efficiency

Ability to insightfully support field sales reps and resolve client/sales team issues with a collaborative and problem-solving approach

Proactive problem-solving skills, effectively handling urgent client/sales team issues,exceeding expectations, and building positive relationships

Skilled in collaboratively contributing to supervisor's special projects with initiative and organizational skills

Strong Excel skills,with the ability to manipulate data and generate reports.SAP experience is a valuable bonus

Able to thrive in evolving situations and handle changing demands with agility

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Compensation range for the role is listed below. Applicable salary ranges may differ across markets. Actual pay will be determined based on experience and other job-related factors permitted by law. As a part of the compensation package, this role may include eligible bonuses and commissions. For more information regarding VSP Vision benefits, pleaseclick here.

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