Supervisor, Customer Service

Description

• Provide follow up communication for customers, sales team, and customer support regarding inquiries or discrepancies.
• Fairly manages department scheduling and time off requests to ensure coverage is aligned with overall department needs
• Provides and creates training and development opportunities
• Evaluate that CSRs have the proper knowledge and skill set to assist customers, solve problems, meet metrics, etc.
• Leads by example to motivate team and improve department performance.
• Equally distributes tasks and monitors team workload
• Reporting related to sales and customer information
• Proactively identify and help implement process enhancements that better support a positive customer experience
• Updates and maintains quality management documents
• Performs special projects as required, such as assisting with the development, research, and delivery of new trainings, or other tasks as assigned
• Recommend short and long-term objectives consistent with corporate goals and objectives.
• Monitors programs and procedures to ensure on-time delivery and customer satisfaction
• Partners with internal partners to develop help center insights and analysis that will inform strategic choices in how we service our customers
• Answers complex inquiries regarding pricing, products, scheduling, etc.
• Provides various status reports and correspondence as required or requested.
• Manages escalated situations related to customers or orders
• Ensure department documentation and workflows are accurate
• Attends meetings as required and/or assigned.
• Provide regular communication and collaboration across all departments
• Build a culture of continuous learning and drive efficiency
• Monitor, measure and improve effectiveness of department programs
• Hold recurring team and individual employee meetings to discuss goals and strategy
• Maintains department policies and procedures
• Supervision of team and employee performance
• Approves up to $5,000 returns, recommends reductions of restock, and shipping accommodations when applicable

Requirements

• Ability to perform with superior service, reflecting a positive company image while sustaining a positive attitude with those you interact with; always going above and beyond to help others out, regardless of their position or department.
• Knowledge of computer software including Excel, Word, Outlook, PowerPoint, SAP, CRM, BW
• Associates Degree preferred
• Strong background and familiarity with a customer service or call center environment
• Advanced problem solving and leadership skills
• Ability to communicate openly with internal and external customers, promoting the spirit of cooperation between all company facilities
• Excellent customer service, communication, and interpersonal skills
• Advanced knowledge of products and services
• 3-5 years of experience managing or effectively leading a customer service team
• Ability to motivate a diverse work force and achieve results
• Effectively able to lead and direct a team
• Detail oriented and strong ability to multi-task
• May be required to travel up to 10% of the time.

Benefits

• Medical, Dental, Vision
• Bonus: This role will be eligible for participation in a discretionary annual bonus program, pursuant to which an employee may be awarded a percentage of their salary based on the company’s performance and their own individual performance.
• Base: $72,000- $88,000 annually, based on specific compensable factors including, but not limited to education, work experience, and geographic market.
• Wellness Program
• Health Savings Account (HSA) with a company contribution
• Voluntary Benefits (Life, AD&D, Disability)
• Time Off Programs – 22 days Paid Time Off (PTO), 9 Company Holidays, 2 Volunteer Days
• 401(k) retirement plan with a 7.5% company contribution

Training + Development

Interview process

Visa Sponsorship

Security clearance