Manager, Business Management at GSI Commerce

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1

applicant

Manager, Business Management

at GSI Commerce in Melbourne, FL, USA

Incumbent is responsible for the communication and management of the Client programs in a cost-effective manner while interacting with operations daily. The Business Manager is the liaison between GSI Commerce and the Client, coordinating, evaluating and prioritizing Client programs with all operational areas (including Technology, Digital Agency Services, Call Center and Fulfillment Center). The Business Manager will review all operational procedures to ensure contract adherence as well as compiling and submitting weekly operating reports.

This individual will have responsibility for performing the following:

'Review of operational procedures quarterly and as required to ensure Client requirements are being met

'Understanding of Client contracts, interacting with Client, and evaluate Client programs as required

'Coordination of flow of work to ensure consistency and superior levels of customer service and quality

'Working with Client to identify business growth opportunities that will drive increased revenues

'Manage Client's IT requests through full resolution

'Formulate and maintain quality objectives complementary to corporate polices and goals as well as Client branding

'Monitor on-going performance and quality providing weekly updates

'Communicate with Client on issues requiring escalation

'Interaction with management to identify and resolve issues

'Work with Client to ensure that all invoices are paid timely

'Resolve Client billing disputes in a professional manner

'Participate in the development of current and future enhancements for Client offerings

'Coordinate new programs with Client in a timely and cost effective manner

'Work with Client to obtain feedback in annual client survey

'Coordinate objectives with SOPs in cooperation with supervisors to maximize process reliability

'Monitor and maintain contract adherence

'Develop professional relationships with Client personnel by visiting Client sites and entertain Clients when visiting GSI facilities

'Review reports and invoicing for accuracy, reasonableness and completeness and react to negative trends where appropriate

'Prepare reports and presentations for internal and external GSI groups as required

Experience -

'5 plus years of customer service and sales experience

'Previous Team Lead / Management experience in a high volume contact center

'Exceptional interpersonal and communication skills, both verbal and in written

'Client Relationship Management skills

'Excellent prioritization and project management skills

'Ability to handle multiple tasks

'Excellent problem solving skills

'Adaptability to change

'Excellent leadership and motivational skills

'Ability to work independently

'Excellent organization and analytical skills with astute attention to detail

'Demonst5rated high level of proficiency with MS suite of products and other related technologies

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Published at 08-05-2009

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