Description

Lifetouch has an exciting opportunity for an Operations - Sales Support Lead to join our team.

Lifetouch National School Studios Inc., a Shutterfly Inc. company, is an industry-leader with operations in all 50 states and Canada. Employees enjoy our fast-paced, collaborative culture and the ability to directly impact our business. 

POSITION SUMMARY

Serves as operational touch point lead for the sales function with a focus on host services  and event management. Provides day to day direction and coaching to Sales Support Specialists. 


PRIMARY DUTIES AND RESPONSIBILITIES

  • Provides direction, coaching and supervision of the Sales Support Specialists.
  • Provides technical training to the Sales Support Specialists related to their job requirements.
  • Audits and inspects the work of the Sales Support Specialists to ensure all job tasks are being executed.
  • Acts as the first point of contact for Sales Support Specialists related to customer service needs and escalated requests.
  • Responsible for subject data accuracy to include:  Understanding of requirements, customer service needs and job functions.
  • Selects and inputs photo date(s) into the master calendar
  • Utilizing FOW and tracking tools to execute calls for confirmations and receipt of subject data from hosts
  • Responsible for providing support for the sales function with a focus on host services  and event management within group of dedicated accounts to include: host service, contract management and entry, scheduling event(s), and customer service. 
  • Track all progress on key tasks in a real time method.
  • Works with numerous account and other tools and systems
  • Assistance in investigation and resolution for lab delays related to host issues
  • Follow up on host and territory information requests such as Composites, ID’s, lab delays, etc.
  • Represents Lifetouch in a professional manner at all times while adhering to all Company and area policies and displays confidence and professionalism even during times of stress and in difficult situations.
  • Uses safe work habits including proper lifting, bending, pushing, pulling, squatting, twisting, and driving techniques and adheres to all safety rules and guidelines.
  • Other duties as assigned

MINIMUM GENERAL REQUIREMENTS

  • High school diploma or equivalent and relevant post-secondary coursework/formal customer service training
  • 3 + years of customer service experience or an equivalent combination of education and experience.
  •  Intermediate to advanced computer skills, including using Google platform and Microsoft office – Excel, Word, PowerPoint.
  • Superior phone and customer service skills/etiquette
  • Excellent verbal, written, listening, and interpersonal skills
  • Strong problem solving and organizational skills
  • Ability to deal patiently with problems and complaints and to remain courteous when faced with difficult or angry customers
  • Ability to handle confidential information

CRITICAL RELATIONSHIPS

  • School Administrators
  • School Staff
  • Area Photographic Operations Manager
  • Territory Manager
  • Operations Manager
  • Territory Sales Professional(s)
  • Sales Support Specialists
  • Production Specialists
  • Area employees
  • Other Lifetouch employees