Service Support Manager.LDS

Position ProfileResponsible for hiring, supervising and developing a team of Service Support Representatives. The Service Support Manager manages all daily customer support functions, ensuring customer satisfaction through effective servicing of accounts. Job Duties and Responsibilities Ensures client satisfaction by monitoring all aspects of projects from pick up through delivery.Manages to deadlines and ensures compliance - works collaboratively with invoicing, production, and sales to ensure all projects are delivered on time or earlyEnsures all jobs are delivered with an accurate delivery receipt or an invoice accompanying them.Ensures that all sales support equipment is available, operational and in good repair (ex. handcarts)Oversees proper use and regular maintenance of all company vehicles.Ensures that all sales support materials (i.e. job tickets, marketing materials) are neatly stored and kept at designated par levels.Reports problems experienced by clients to the Account Manager and Sales Manager immediately.Maintains a positive outward demeanor at all times to both internal and external customersManages interpersonal conflict, stressful work conditions and dissatisfied customers in a mature, problem solving, and solution-oriented manner.Creates and maintains a healthy team environment by ensuring positive, productive relationships among co-workers and with management, sales, and the production department.Conducts monthly developmental RAP sessions with support staff.Conducts regular field rides with support staff on pick-up/deliveries to ensure proper customer service standards and to minimize Account Manager account servicing time.Ensures all administrative paperwork is properly submitted as needed to maintain designated DSO levelAudits job tickets monthly for customer authorizations and "big job" agreements.Supports Sales Manager on special projects as needed.Schedules and tracks all vacation time in order to guarantee effective support service coverage.Monitors employee work time, manages overtime and ensures all employees are taking mandatory breaks and lunches in accordance with state law and IKON policy.May deliver/pick-up work during peak periods or due to support staff absenceLogs and updates all activity including the maintenance of van logs, gas card logs, garage key cards, supply run, etc.Manages and tracks all courier and FedEx deliveries, pick-ups and charges and associated receiptsAssists in closing all invoices within 72 hours.Implements and monitors national training program for all LDS new hires (Sales and Operations)Performs other duties as assigned. Qualifications (Education, Experience and Certifications) 4-year college degree or equivalent work experience in a related field or management1-2 years of direct, successful customer service experience (preferably in reprographics environment) requiredPrevious management experience preferredPrevious experience in scheduling, logistics, coordination preferred. Apply On-line IKON is an Equal Opportunity Employer, M/F/D/V.