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Entrust Supervisor, Customer Operations - remote in Central Time Zone in Shakopee, Minnesota

Career Growth, Flexibility and Collaboration!

Entrust is dedicated to securing a world in motion by enabling trusted identities, payments, and data protection around the globe. Headquartered in Minnesota, we offer our colleagues the ability to work globally, in a flexible and collaborative environment. Our team makes an impact!!

The Company: Entrust relies on curious, dedicated and innovative individuals whom anticipate the future and provide solutions for a more connected, mobile and secure world. Entrust’s technologies and expertise help government agencies, enterprises and financial institutions in more than 150 countries serve and safeguard citizens, employees and consumers.

We Believe: Securing identities is most effective when we value all identities. We are committed to ensuring that, through diversity and inclusion, the many voices that make up our communities are heard. From unconscious bias training for managers to global affinity groups that create connections both within and across our enterprise, Entrust expects and encourages all individuals to accept and respect one another. And, of course, to be themselves.

The Supervisor, Customer Operations will be responsible for providing day-to-day direction for the Account Specialists, coaching and performance management, and will ensure the team is delivering on their assigned metrics and targets. This role applies troubleshooting and root cause corrective action skills to define, manage and execute customer/process issues encountered by the team. This position will lead improvement projects to enhance the customer experience and ensure the Account Specialist’s training and processes are current and compliant. The Supervisor, Customer Support will perform the accountabilities detailed below and other duties as assigned, reporting to the Senior Manager of Global Customer Operations.

Responsibilities:

Customer Advocate

  • Ensure operational excellence from order receipt through shipping and invoicing, working with cross-functional partners to create an excellent customer experience.

  • Assist with the development of a customer communication strategy to improve customer facing touch points to include development of pro-active customer interactions.

  • Gather customer feedback, analyze and design specific practices that benefit the customer and Entrust revenue.

  • Establish and manage team deliverables, ensuring that service-level objectives are met or exceeded, with a focus on quality, accuracy, timeliness and effective communication.

  • Ensure team has high availability for customer contact to ensure timely and accurate responses to inquiries, providing guidance to effectively and swiftly resolve escalated issues.

  • Provides superior customer experiences to customers, partners, and internal colleagues by consistently demonstrating Entrust core values.

Team Leadership

  • Provide leadership and work direction to create a focused, results-driven and passionate team.

  • Drive effective and consistent use of operation systems (SFDC, CPQ, Oracle, etc.) identifying and executing best practices and system enhancements.

  • Lead and participate on behalf of the Order Management team to drive improvement of operational processes that increase customer satisfaction and team productivity.

  • Provide feedback to assist in the development of training in partnership with content experts within the organization.

  • Provide leadership, guidance and mentoring to direct reports for the purpose of career development and succession planning.

  • Perform general supervisory responsibilities such as hiring, performance management, performance reviews, individual development activities, etc.

Basic Qualifications:

  • Associates Degree or High School Diploma/GED with 2+ years of related experience and/or equivalent experience and training

  • 5+ years of experience in customer support environment with a minimum of 2 years in a lead or leadership role

  • Excellent written and oral communication skills

  • Proficient with MS products: SFDC, Excel, Power Point, Outlook including listening and presentation skills

  • Must be able to lawfully work within the US and have unrestricted work authorization for US

Preferred Qualifications:

  • Bachelor’s degree in Business Administration

  • 2+ years of cross functional leadership experience with strong ability to build relationships and influence at various levels in an organization

  • Self-starter, passionate and possessing high energy to drive change

  • Demonstrated ability in managing multiple complex issues simultaneously while delivering a high level of customer satisfaction

  • Fluency in other language(s)

About Entrust:

Entrust keeps the world moving safely by enabling trusted identities, payments and data protection around the globe. Today more than ever, people demand seamless, secure experiences, whether they’re crossing borders, making a purchase, or accessing corporate networks. With our unmatched breadth of digital security and credential issuance solutions, it’s no wonder the world’s most entrusted organizations trust us.

For more information, visit www.entrust.com (http://www.entrustdatacard.com) . Follow us on, LinkedIn (https://www.linkedin.com/company/entrustdatacard/) , Facebook (https://www.facebook.com/EntrustDatacard/) , Instagram (https://www.instagram.com/discoverentrust/) , and YouTube (https://www.youtube.com/channel/UCsSZJjR1jryt134rkhK5Mhg)

Entrust Corporation is an EOE/AA/Veteran/People with Disabilities employer.

Vaccination for Covid-19 is currently a condition of employment for field service roles in the U.S., subject to accommodation for qualifying reasons (i.e., medical, religious, etc.) under applicable law. If you would like more information about accommodations, contact accommodations@entrust.com .

For US roles, or where applicable: Entrust is an Equal Opportunity, Affirmative Action, Veteran, and People with Disabilities employer.

Recruiter:

Marcina Stewart

Entrust is dedicated to securing a world in motion by enabling trusted identities, payments, and data protection. Today more than ever, people demand seamless, secure experiences, whether they’re crossing borders, making a purchase, accessing e-government services, or logging into corporate networks. Entrust offers an unmatched breadth of digital security and credential issuance solutions at the very heart of all these interactions. With more than 2,500 colleagues, a network of global partners, and customers in over 150 countries, it’s no wonder the world’s most entrusted organizations trust us.

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