Lead workforce management, training/certification, quality improvement, and analytics. Optimize case distribution and resource allocation, coordinate training and certification programs, analyze operational metrics with Power BI/Excel, partner with stakeholders to implement process improvements and support continuous improvement and audit activities.
JOB DESCRIPTION
• Negotiates the resolution of sensitive administrative or review issues for designated customer accounts. Acts as "escalation desk" for complex customer issues.• Using the Customer Relationship Management System (CRM), manages customer leads such as classifying and segmenting the customer, entering new customer information into database, etc. and manages customer opportunities such as new sales, determining if lead should be pursued, etc.• Determines the scope of project for the customer, including identifying related cross-selling items, determining any special needs, etc. Determines the payment terms and options for the customer.• Manages ongoing customer service, including feedback to customer if there is a variance in Availability to Promise Date due to scheduling or resource limitations.• Measures and monitors customer satisfaction and conducts customer satisfaction reviews with the customer.• For quotes that are not booked, sends quotes to be tracked and scheduled for follow up.• May manage the performance of direct reports by defining accountabilities, establishing performance objectives, providing feedback and guidance, and ensuring that all policies are understood and adhered to.• May handle the following additional responsibilities: inbound and outbound sales calls with customers, with resulting leads and opportunities.
QUALIFICATIONS
What you'll experience working for ULS
UL Solutions has been pioneering change since 1894 and we're still leading the way. From day one, we've blazed a trail protecting the planet and everyone on it. Our teams have influenced billions of products, plus services, software offerings and more. We break things, burn things and blow things up. All in the name of safety science.
That's where you come in - because none of it could happen without you. It takes passion to protect people, problem-solving to safeguard personal data and conviction to make the world a more sustainable place. It takes bold ideas and brilliant minds to build a better world for future generations across the globe.
This is more than a job. It's a calling. A passion to use our expertise and play our part in creating a more secure, sustainable world today - and tomorrow. As a member of our safety science community, you'll use your ideas, your energy and your ambition to innovate, challenge and ultimately, help create a safer world.
Everyone here is unique. But we're also a global community, working together to help create a safer world. Join UL Solutions and you can connect with the brightest minds in the business, all bringing their distinct perspectives and diverse backgrounds together to deliver real change.
Empowering our customers to keep the world safe means thinking ahead. It means investing in training and empowering our people to learn and innovate. At UL Solutions, we help build a better future - one where everyone benefits.
Join UL Solutions to be at the center of safety. To learn more about us and the work we do, visit UL.com
#LI-PH1
#Hybrid
ABOUT US
A global leader in applied safety science, UL Solutions (NYSE: ULS) transforms safety, security and sustainability challenges into opportunities for customers in more than 110 countries. UL Solutions delivers testing, inspection and certification services, together with software products and advisory offerings, that support our customers' product innovation and business growth. The UL Mark serves as a recognized symbol of trust in our customers' products and reflects an unwavering commitment to advancing our safety mission. We help our customers innovate, launch new products and services, navigate global markets and complex supply chains, and grow sustainably and responsibly into the future. Our science is your advantage.
• Negotiates the resolution of sensitive administrative or review issues for designated customer accounts. Acts as "escalation desk" for complex customer issues.• Using the Customer Relationship Management System (CRM), manages customer leads such as classifying and segmenting the customer, entering new customer information into database, etc. and manages customer opportunities such as new sales, determining if lead should be pursued, etc.• Determines the scope of project for the customer, including identifying related cross-selling items, determining any special needs, etc. Determines the payment terms and options for the customer.• Manages ongoing customer service, including feedback to customer if there is a variance in Availability to Promise Date due to scheduling or resource limitations.• Measures and monitors customer satisfaction and conducts customer satisfaction reviews with the customer.• For quotes that are not booked, sends quotes to be tracked and scheduled for follow up.• May manage the performance of direct reports by defining accountabilities, establishing performance objectives, providing feedback and guidance, and ensuring that all policies are understood and adhered to.• May handle the following additional responsibilities: inbound and outbound sales calls with customers, with resulting leads and opportunities.
QUALIFICATIONS
- Higher Secondary Education (High school diploma) or equivalent; University degree preferred plus three years of experience in a customer service and/or account development role.
- At least one year demonstrating leadership capabilities such as: Demonstrated ability to mentor/train others. Has acted as a \"go-to\" or subject matter expert within their functional area. Has led a project team to accomplish a stated objective.
What you'll experience working for ULS
UL Solutions has been pioneering change since 1894 and we're still leading the way. From day one, we've blazed a trail protecting the planet and everyone on it. Our teams have influenced billions of products, plus services, software offerings and more. We break things, burn things and blow things up. All in the name of safety science.
That's where you come in - because none of it could happen without you. It takes passion to protect people, problem-solving to safeguard personal data and conviction to make the world a more sustainable place. It takes bold ideas and brilliant minds to build a better world for future generations across the globe.
This is more than a job. It's a calling. A passion to use our expertise and play our part in creating a more secure, sustainable world today - and tomorrow. As a member of our safety science community, you'll use your ideas, your energy and your ambition to innovate, challenge and ultimately, help create a safer world.
Everyone here is unique. But we're also a global community, working together to help create a safer world. Join UL Solutions and you can connect with the brightest minds in the business, all bringing their distinct perspectives and diverse backgrounds together to deliver real change.
Empowering our customers to keep the world safe means thinking ahead. It means investing in training and empowering our people to learn and innovate. At UL Solutions, we help build a better future - one where everyone benefits.
Join UL Solutions to be at the center of safety. To learn more about us and the work we do, visit UL.com
#LI-PH1
#Hybrid
ABOUT US
A global leader in applied safety science, UL Solutions (NYSE: ULS) transforms safety, security and sustainability challenges into opportunities for customers in more than 110 countries. UL Solutions delivers testing, inspection and certification services, together with software products and advisory offerings, that support our customers' product innovation and business growth. The UL Mark serves as a recognized symbol of trust in our customers' products and reflects an unwavering commitment to advancing our safety mission. We help our customers innovate, launch new products and services, navigate global markets and complex supply chains, and grow sustainably and responsibly into the future. Our science is your advantage.
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