What are the responsibilities and job description for the Customer Service/Sales Support Supervisor position at Crossroads Staffing?
Job Description
Supervise Customer Service department and ensure service levels are met or exceeded. Establish efficient and balanced workflows that maximize efficiency and produce high levels of service, quality, and customer satisfaction. Provide direct customer support for complicated or critical issues. Assist department manager in monitoring and measuring service metrics to help develop standards, improvements, or changes to process. Assist department manager to ensure projects, department milestones, and goals are met within approved budgetESSENTIAL FUNCTIONSSupervise departments daily workflow and performance.Motivate and develop a team of 7-10 employees.Create effective Customer Service procedures, policies, and standards, identifying opportunities for continuous improvement.Maintain customer information database.Assist department manager with development of customer satisfaction goals.Respond to Customer Service issues in a timely manner. Prioritize escalated issues to facilitate solutions.Assist with Sales and Customer inquiries, quotes, order processing, and status updates.Coordinate with department manager to establish, implement, and train department members on policies, standards, and procedures.Report on performance metrics and Customer Service KPIs.Collaborate with the Sales and Operations team members and other departments to accomplish objectives.Assist department manager in recruiting efforts for Customer Service staff.Assist with customer audits when needed.Provide constructive feedback to department manager for performance evaluations.Performs other duties as assigned my direct manager Skills Required
3 years in a customer service or sales support role. Good supervisory and leadership skills. Patient, tactful and approachable. Able to stay calm in difficult situations. Proficiency in CRM systems, MS Office, and order management systems. Skills Preferred
Bachelors degree in Business Administration, Marketing, or related field preferred.ISO organizationw mfg exp and custom productsBiopharma or similar industry experience preferred. ERP experience Syteline preferred.
Salary : $70,000 - $85,000
