Client Services Supervisor

Company: Stone Edge Technologies, Inc. a Monsoon, Inc. company
Location: Plymouth Meeting, PA
Status: Full Time, Employee Job Category: Client Services
Relevant Work Experience: 3 years Industry: Enterprise Software
Occupation: Team Supervisor Education Level: BA / BS

Summary:

Stone Edge Technologies is looking for a talented individual to fill the role of Client Services Supervisor. The Client Services Supervisor oversees and coordinates the activities of tier 1 and tier 2 support representatives within the Client Services team engaged in technical product support/service, via telephone, chat, remote login and email to ensure department performance requirements are met. This position is requires expertise and ongoing development in the four skills sets: leadership, functional and administrative, and technical troubleshooting.

About Stone Edge Technologies:

Stone Edge Technologies is a small software company with a casual atmosphere. Located just north-west of Philadelphia, we are accessible via the PA Turnpike, I-476, I-76, and Rt. 202.

Our core product, The Stone Edge Order Manager, is the leading order, inventory, and customer management system for e-commerce companies. Stone Edge Technologies, Inc. has been producing the Order Manager since 2000. Over 2,500 merchants, comprising web, POS, and catalog merchants, and including about a dozen of the Internet Retailer Top 500, have chosen the Stone Edge Order Manager. The Order Manager is compatible with over 50 internet shopping carts and other sales channels. Learn more at www.stoneedge.com.

Most recently, Stone Edge was acquired by Monsoon Commerce Inc. Monsoon helps online sellers and retailers grow their sales through online marketplaces. The company offers the industry’s most advanced—and most successful—selling solutions and tools for retailers and merchants. Monsoon Commerce works with over 20,000 online sellers, helping them generate sales through more than two dozen online marketplaces like Amazon.com, eBay, and Buy.com. The company also helps leading retailers leverage the power of marketplaces to grow their sales. For more information, please visit www.monsooncommerce.com.

We strive to supply a great work environment, excellent benefits, competitive compensation, and extras wherever possible. We offer competitive medical benefits, a PTO (paid time off) package, an Employee Stock Option Plan, and a 401(k) plan.

If you would like to come work as a valued team member whose creativity and insight will make a difference; we’d love to hear from you!

Stone Edge/Monsoon is an equal opportunity employer.

Responsibilities:

• Develops employees (Application Support Technicians, Client Service Representatives) to a high level of competency and prepares them for career advancement opportunities.
• Inspires team to provide the highest levels of customer satisfaction and operational integrity.
• Practices the typical responsibilities of a supervisor in a customer service/technical support environment including: interviewing, mentoring, coaching, giving feedback, driving results, managing escalated calls, and employee retention.
• Facilitates team meetings to ensure effective communications and that all team members have the most current information available.
• Communicates and supports goals and objectives which impact the group and/or individuals.
• Ensures that staff performance is in compliance with established procedures and meets or exceeds departmental performance standards.
• Receives, evaluates, researches and resolves customer issues that have been elevated and require a higher level of expertise to ensure customer satisfaction.
• Sponsors and actively participates in quality programs, providing input strategic planning, and formulation of policies and procedures and/or enhancements to existing practices.
• Ensures adequate standards are met for attendance, payroll, performance documentation and other employment paperwork/entries.
• Properly analyzes and communicates department results, i.e. productivity, QA and attendance.
• Completes special projects and/or other tasks as assigned.
• Also directly supervises non-supervisory employees; responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
• Establishes and enforces policies and procedures surrounding the function of the initial response, technical and customer service functions and produces materials to train and reinforce such processes.

Experience/Requirements:

• 6 years of experience in customer service with a minimum of 3 years in a supervisor/coach position within a technical support or call center environment.
• Ability to write reports and correspondence.
• Ability to speak effectively before groups of customers or employees of the organization.
• Familiarity with Microsoft Office including Outlook, Word, Excel, PowerPoint, and Access
• Competent and knowledgeable in all areas of customer service and technical support, including training and troubleshooting.
• Familiarity with contact center management preferred.
• Familiarity with CRM (Microsoft or Salesforce) and skills-based telephony routing preferred.
• Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.
• Ability to define problems, collects data, establish facts, and draw valid conclusions.
• Ability to interpret an extensive variety of non-technical instructions.
• Ability to work in a fast paced environment with changing priorities.
• While performing the duties of this job, the employee is regularly required to sit, talk, and hear.
• Available to work various schedules including weekends, holidays and evenings. With minimal travel required.

Values/Intangibles:

• Willingness to quickly become a member of the team and to become personally invested in getting the job done in anticipation of seeing Stone Edge and its customers thrive.
• Ability to work well in a fast-paced environment and listen and learn from stakeholders including customers, board members, vendors and other managers.
• Demonstrate a strong work ethic and incorporate Stone Edge values in your everyday work.

Contact Information:
Stone Edge Technologies, Inc.
920 Germantown Pike, Suite 112
Plymouth Meeting, PA 19462
careers@stoneedge.com

Application Support Technician – Level 1

Job Summary

Stone Edge Technologies has an immediate opening for a full-time Level 1 Application Support Technician to provide telephone technical support to its client base for the Stone Edge Order Manager application.

Today, the Stone Edge Order Manager is the leading order management system for independent retailers who ship 5 to 5,000 orders per day. Designed for single and multi-channel merchants, the Order Manager makes Web, Point-of-Sale and traditional mail order businesses easier to manage with practical customer, inventory and order management tools.

Since its introduction in 2000, over 2,500 merchants have chosen the Stone Edge Order Manager to help streamline their businesses and increase their profits – including eleven of the 2010 Internet Retailer Top 500.

Responsibilities

• Respond to customer inquiries received through e-mail or telephone related to any range of the Stone Edge Order Manager product. Make inquiries to determine the nature and extent of problem and isolate areas of concern. Identify causes of problems and provide solutions to customers.
• Document customer inquiries and problems. Track and document all pertinent customer information and nature of the problem related to the trouble-shooting process as well as all actions taken through resolution process.
• Identify trends in support requests; notify Tech Support Manager and development staff as to significant trends and recommend information for the on-line Knowledge Base to respond to common issues reported by customers.
• Proactively learn appropriate software and hardware used and supported by Stone Edge Technologies.
• Conduct remote installation and configuration sessions. Provide customer/end-user training.
• Participate in internal projects as required.

Requirements

• Strong customer service skills
• Excellent phone manners and speech
• Strong problem-solving skills and ability
• Ability to learn new software applications quickly
• Experience with Microsoft Access and Windows operating systems
• Understanding of e-commerce workflow and methodologies a plus
• Knowledge of VB, VBA, VB6, or SQL a plus

Additional Requirements

Candidates must be able to work independently, demonstrate initiative, take direction and collaborate well with others.

Education

Bachelor’s degree in Computer Science, Information Systems, or equivalent combination of education and related experience.

Contact

Interested candidates please send your resume to careers@stoneedge.com and include the reference ID (WSTS1) in the subject line.

Date Posted: 5/16/2011