• The Customer is Everything.
• Relationships Matter. All of Them.
• Question Things. Take Action.
• Work Hard. Work Smart. Enjoy the Experience.
• Growth Mindset.

• Direct Inside Sales and Customer Care to include all representation of customer support through management of customer support employees, consultation of customers’ requirements and problem resolution tracking utilizing technology tools.
• Implement processes for proactive resolution and initiates feedback activity.
• Direct, develop, motivate, and retain highly skilled and knowledgeable employee base.
• Promote customer satisfaction through the successful resolution of problem situations. Act as a point of contact for escalated issues and determine if problems need to be escalated to higher management levels.
• Manage and organize department workload to ensure effective resolution of problems and requests.
• Formulate procedures for front line support and associated responsibilities.
• Ensure problems are resolved or transferred to the appropriate subject matter expert and manage solutions to the problems.
• Achieve departmental sales profitability forecast objectives to realize financial objectives and assist in managing the expense budget.
• Manage Quotation process, providing direction on pricing when needed.
• Oversee new customer set up and approval.
• Provide leadership in developing and implementing department process improvements and act as an advocate for change. Recommend improvements in processes and workflow by using logical, analytical thinking and structured problem solving for on-going productivity improvements.
• Develop and implement appropriate KPIs that help drive the desired outcomes to best support our customer’s expectations.
• Build intra-departmental relationships by influencing and providing leadership, direction, motivation, and on-the-job training to the Customer Care team to encourage customer focused, self-motivated team members.
• Provide feedback on call performance and provide alternatives to handling customer disputes and requests to develop employees to the point of independent action.
• Provide input and recommendations for performance evaluations, recommends supplemental training based on performance, provides insight and direction in developing training plans and career pathing.
• May manage the Inventory Reserve process on behalf of Broadband Networks market, including gathering appropriate information, updating all reserve documents, and providing summary information to the VP of Customer Care within the timeframes allotted.
• Manages customer scorecards for all Key Accounts, ensuring all scorecards are completed accurately and timely, according to the defined schedule.
• Manages the internal Departmental scorecards and provides accurate and timely updates monthly.
• Manages the training schedule for the Customer Care staff, coordinating with Support departments and Suppliers, and ensuring appropriate staffing levels while assigning training schedules.

• High school diploma or equivalent required.
• At least five years of related office/customer service management experience.
• MS Office fluency
• Word and Excel are specifically required (ability to perform VLOOKUPs & pivot tables a plus)
• Strong analytical/problem-solving skills.
• Ability to prioritize, multi-task, and work in a fast-paced environment.

KGPCo is a key strategic partner to the world’s leading communication and technology companies creating the next generation of networks. By uniquely combining Network Services and Supply Chain Solutions to build, optimize, and maintain networks, our team’s unmatched expertise enables our customers to navigate today’s challenges, implement tomorrow’s innovations, and build the future. KGPCo OneTouch™ provides a single source for everything from design and architecture to production and sourcing to installation and support. From ground to cloud, KGPCo is the only company in the industry that offers a complete range of solutions and an integrated approach to build, optimize, and maintain networks. Since 1973, KGPCo has built unique offerings of Supply Chain, Distribution, Integration Services, and Network Services including OSP, ISP and Network Cloud by understanding industry challenges and relying on the solid foundation of hard work and perseverance established by founders Kathleen and Dale Putrah. It’s this legacy that has established an unequaled Customer First philosophy for KGPCo - Products, Services, and Network Cloud.