Customer Service Supervisor

US-WA-Auburn
Job ID
2017-2624
# Positions
1

Overview

Leads and directs the Customer Service team members in the day-to-day operations; assumes the manager’s responsibility on an as needed basis. Maintains the highest standards of integrity and Customer Service and ensures that established Quality and Performance Metrics are met. Identifies, provides suggestions for, and implements improvements to the processes and functions of the department when and where appropriate. Drives team accountability to deliver ‘Best in Class’ Customer Service at all levels. Will foster a professional and customer-centric environment at all times.

Responsibilities

  1. Supervise and maintain Customer Service staff and job results. Document performance issues including: Counsel, coaching, corrective action and generation of performance evaluations.  Assist in the selection of staff including staff recruitment and hiring. Identify and conduct or delegate appropriate training of staff to deliver the highest standard of customer service.

 

  1. Maintain order-processing flow for quick acknowledgement turn-around. Enter orders, verify accuracy of orders, and evaluate order entry time.  Process and implement adjustments as needed.

 

  1. Maintain equitable workload distribution among staff. Provide assistance to work-groups in order processing management, quoted and/or any other related customer service function.  Re-distribute workload as needed.

 

  1. Provide for continuity and effectiveness of work cell groups. Research and analyze error volume, investigate training needs and make recommendations for improvement. Drives accountability and leads by example.

 

  1. Communicate with internal and external customers in a timely and effective manner. Investigate and solve customers’ concerns for root cause resolution.

 

  1. Act as mediator between customer service, manufacturing, shipping and customer.

 

  1. Attend daily production meeting (where applicable) and prepare and distribute daily reports on customer service duties and/or department performance.

 

  1. Prepare, interpret and clarify policies and procedures for but not limited to customers and customer service department.

 

 

  1. Performs other duties as assigned.

Qualifications

Education

High school diploma required with five years experience in customer service setting; Bachelor’s degree in Business or Human Relations preferred.

 

Experience

Three to five years customer service and/or sales experience required. Three years management and/or supervisory experience required.

 

Skills/Abilities:

 

  • Excellent communication skills both written and verbal.
  • Strong listening skills.
  • Customer centric.
  • Strong capability in relaying concise and accurate information to others.
  • Ability to lead and direct individuals to accomplish department and company objectives.
  • Ability to develop rapport with both internal and external customers.
  • Proven capability in effectively negotiating challenging situations.
  • Ability to interact with all levels of management, manufacturing and sales.
  • Highly adaptable and flexible, able to navigate in an environment of constant change.
  • Strong sense of accountability for self and department.
  • Experience in successful coaching and development of staff.
  • Desire for continues improvement of Customer Service delivery.
  • Proven “Professional” able to work and collaborate with all levels of the organization.
  • Needs a ‘Can Do’ attitude.
  • Excellent knowledge of Microsoft products including Outlook, Excel, Word and Power Point. General knowledge of JDE and ERP Systems (where applicable) and Lucent applicable phone systems.

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