• Supervise and coordinate the workload for the Support Services, VIP Customer Service, and Customer Service departments • Provide daily direction, support, and coverage backup for the three departments • Conduct yearly performance reviews with the Supervisors of the three departments • Maintain and recommend updates to work procedures, on call and department schedules, and work flow • Manage departmental staffing decisions, including interviewing potential candidates • Generate and submit comprehensive reports monthly • Work closely with Sales and Operations Management to define and meet customer expectations • Handle major customer inquiries, escalations, and upset customers • Collaborate with partner carriers, Terminal Staff, Sales, and Management • Participate in the on-call rotation, monitoring all after-hours VIP emails and phone calls

• Ensures high levels of customer satisfaction and focus throughout the delivery of Motorola’s Lifecycle Service products. • Act as the primary point of contact for clients, managing service delivery and maintaining compliance with Service Level Agreements (SLA). • Oversee Enterprise Market contracts, taking responsibility for the effective execution and delivery of service products to these customers. • Cultivate and strengthen customer relationships to drive service growth within the designated customer base, requiring regular face-to-face meetings and travel across North America. • Develop comprehensive service account plans, profiles, and strategic goals for assigned accounts. • Partner with direct and indirect sales teams to market complex, integrated service programs to various levels within customer organizations. • Collaborate with Service Contract and Subscription Operations (SCSO) on contract loading, renewals, and change order requests, including the preparation of Booking Packages. • Manage external partner relationships concerning proposals, forecasting, statements of work, P&L management, and receivables goals. • Coordinate with Motorola Project Managers to ensure a seamless transition from the project implementation phase to warranty support and ongoing service delivery. • Draft and maintain Customer Support Plans (CSP) and Statements of Work (SOW) for both customers and service providers. • Monitor subcontractor performance to ensure adherence to agreed-upon scopes and deliverables. • Address customer concerns, manage product quality issues, and implement corrective actions to ensure high-quality service and best practices. • Participate in revenue and margin forecasting for maintenance agreements and installations, while working toward specific renewal and growth targets. • Liaise with customer IT staff regarding WLAN and wired infrastructure requirements. • Identify up-sell and cross-sell opportunities within existing accounts to expand the service portfolio. • Provide necessary reporting as dictated by service contracts and assist with billing or payment inquiries. • Maintain up-to-date operational documentation to support effective service delivery.

• The Commercial Sales Support Specialist I is an entry-level position that will support the fulfillment of the commercial business ranging from small orders to more complex contracts and projects. • Manage sales order execution from order entry to delivery, under supervision. • Responsible for order entry and order management relating to monitoring customers’ request dates and scheduled ship dates as well as holds on orders preventing shipments. • Respond to incoming calls and e-mails for new orders, warranty claims, pricing issues, and general inquiries for all product lines. • Interface with internal and external customers. • Identify and analyze complex problems and communicate findings and solutions clearly to key stakeholders. • Support field sales on a variety of tasks related to the sale and/or development of business. • Review agreements, identify requirements, delegate to the appropriate business unit leads, and track deliverables. • Collaborate with different team leaders in Sales, Customer Service, and Finance as partners to meet requirements of customers. • Utilize several different programs to manage and book orders, research technical requirements and questions, process orders, and analyze sales and production data. • Communicate order and account statuses to account managers and customers. • Physically inspect orders as necessary with a strong attention to detail. • Facilitate and participate in customer visits or events. • Engage in Continuous Improvement projects and tasks. • Participate in and sustain 5S Standards. • Must follow all required Safety and ISO procedures.

• Serve as the key point of contact for **commercial **customer enquiries, related to products, claims, service and sales. • Build rapport with customers to understand their needs and recommend suitable products, services, or upgrades. • Triage customer queries by assessing urgency, identifying root causes, and routing issues to the appropriate teams, ideally resolving them at first contact where possible. • Identify opportunities to **upsell **and **cross-sell** relevant products and services based on customer needs and purchase history. • Leverage the company’s systems and tools to meet sales targets within established service times. • Educate customers about promotions, new product launches, and bundle offerings to enhance sales. • Follow up on leads generated on the website. • Work across multiple brands effectively with adaptability and flexibility. • Inform management of potential areas for growth in product, service, and education sales. • Coordinate with internal teams to resolve customer concerns and improve service delivery. • Maintain up-to-date knowledge of company products, services, and policies. • Document customer interactions and feedback to support continuous service improvement. • Provide coaching and mentoring opportunities to other members of the sales & customer support team. • Other role-specific duties as they arise.