What are the responsibilities and job description for the Customer Support Services Director position at AppleOne Employment Services?
About Our Job Opportunity:
We are seeking an experienced Customer Service Supervisor to join our client's team. As a trusted partner for AppleOne Employment Services, we strive to match top talent with excellent job opportunities.
Job Summary:
This role involves managing daily operations, ensuring high service levels, and delivering exceptional customer experiences. The ideal candidate will bring strong leadership and problem-solving skills, along with excellent communication and interpersonal abilities.
Key Responsibilities:
- Operational Oversight: Manage daily activities, ensuring efficient workflows and high performance standards.
- Team Management: Lead and mentor a team of 7-10 employees, fostering a positive and productive work environment.
- Customer Service Strategy: Develop and implement effective policies and procedures to drive continuous improvement.
- Customer Data Management: Maintain accurate customer information, ensuring seamless integration and easy access.
- Complex Issue Resolution: Address and resolve complex customer inquiries and escalations promptly and professionally.
- Sales and Customer Support: Collaborate with sales and customer-facing teams to deliver exceptional service experiences.
- Performance Metrics: Establish benchmarks, track key service metrics, and provide regular reports on KPIs.
- Internal Collaboration: Work closely with internal teams, including Sales and Operations, to align goals and objectives.
- Staff Development: Assist in recruiting, onboarding, and training new customer service staff members.
- Audits and Evaluations: Participate in customer audits as needed and contribute to employee performance evaluations.
Requirements & Qualifications:
Candidates should possess:
- Bachelor's degree in Business Administration, Marketing, or a related field (preferred).
- 3-5 years of experience in customer service, sales support, or a related field.
- Prior leadership or supervisory experience.
- Biopharma industry experience is a plus.
- ERP system proficiency (Syteline preferred).
- Strong customer service knowledge and skills.
- Advanced Microsoft Office skills.
- Excellent communication and problem-solving abilities.
- Effective time management and teamwork skills.
