Supervisor will be responsible for providing direct oversight of customer facing operations including coaching, training, and ensuring prompt quality service to all customers
Coach and provide guidance to team members on providing high quality service in all interactions through use of quality management programs in place.
Provide development opportunities to team members, creating paths for professional growth. Regularly review the performance of all employees, promoting strengths and positive contributions as well as identifying areas for improvement.
Provide direct support to the team by preparing and communicating daily workload handling including guidance, follow up and support to ensure daily tasks are completed in a timely and accurate manner.
Ensuring adherence to the company's policies as well as established procedures for payroll, performance reviews, training, and general employment practices.
Compile daily metrics to ensure continued excellent service and response times are provided to customers through all channels (phone, email, web, mail)
Lead peak seasonal planning sessions to ensure team roles are assigned, prepared, and executed successfully.
Participate in the development and implementation of projects and activities focused on continuously improving our customers' experience with us.
Provide direct oversight and facilitation of workloads, training, and support to temporary employees during high peak seasons.
Work closely with fulfillment, finance, bakery and other teams to facilitate order to cash procedures are aligned and followed at all times.
Process customer orders according to their wishes while following O&H Danish Bakery for standard procedure for order entry and sales requirements.
Other related duties as assigned by management.
Experience in call center, ordering and logistics and customer service is required.
Customer Centric focus and strives for high satisfaction to customers.
Professional and compassionate communication skills both verbal and written.
Leadership ability to provide support and guidance to others in a supportive and constructive manner.
Ethical conduct including diversity and inclusion to others.
Ability to problem solve and analyze complex situations to provide the best possible solutions.
Personal effectiveness and credibility with a focus on team culture.
Ability to read, write, and speak English proficiently.
Ability to use a computer and headset.