Manager, Call Center/Customer Service

Manager (Manager/Supervisor of Staff) Location: US-CO-DENVER JOB DESCRIPTION THE COMPANY:The Sports Authority is headquartered in Englewood, CO and is the largest full-line sporting goods retailer in the United States. The company operates 430+ stores in 45 states. The Company was established in 1928 and offers a comprehensive high-quality assortment of brand name sporting apparel and equipment at competitive prices. MANAGEMENT & REPORTING STRUCTURE:The Manger of Customer Service will report directly to the VP of Operations. The Manager of Customer Service will have direct reports. POSITION DESCRIPTION:Oversee the customer service call center team for Sports Authority. Manage all aspects of customer service for stores and external customers including special orders and parts fulfillment. PRIMARY RESPONSIBILITIES- Manage the special orders and parts fulfillment process to ensure the highest level of customer service. - Answering and overseeing escalated customer issues by phone, email, fax and mail.- Oversees customer service correspondence and address service issues. Track and follow-up on issues to ensure they are resolved in a timely manner through the database.- Track and analyze customer orders including creating bids, writing/maintaining of SKUs, and creation of POs and placing of orders.- Manage Customer Service Representatives providing an example of professionalism, quality of service and follow through. - Oversee CSR schedules and sales goals achievement. - Perform administrative tasks as needed.- Ensure all contact info for staff and vendors is current and accurate.- Work with Sales Audit, Logistics, and Accounting to resolve invoicing and billing issues.- Maintain relationships Vendors to ensure their compliance- Train incoming employees - Responsible for other duties as assigned or developed.PROFESSIONAL QUALIFICATIONS:- Bachelors Degree with Retail Customer Service and Call Center experience.- 3-5 years of experience in a management function.- Strong leadership skills with demonstrated ability to motivate and develop a team- Proficient in Word, Excel and PowerPoint.- Strong analytical and problem solving skills- Excellent interpersonal, oral and written communications skills required.- Demonstrated ability to influence effectively at all levels within an organization including senior executives.- Ability to interview for or discuss detailed information with internal or external customers regarding business issues.- Ability to adapt to a changing environment.We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.1-Not Applicable EOE, drug-free workplace. Must be 18 to apply.