What are the responsibilities and job description for the Customer Service Supervisor position at Georges Inc?
SUMMARY: The Customer Service Supervisor oversees a team of customer service representatives (CSRs), ensuring the delivery of exceptional service to customers. The supervisor is responsible for managing daily operations, coaching team members, resolving escalated issues, and driving customer satisfaction while meeting organizational goals.
ESSENTIAL DUTIES AND RESPONSIBILITIES include, but are not limited to, the following:
- Supervise, mentor, and motivate a team of customer service representatives
- Schedule and manage team workloads to ensure adequate coverage and efficient operations
- Conduct regular team meetings to communicate updates, provide feedback, and address concerns
- Monitor and evaluate and report the team’s performance against key performance indicators (KPIs) on a weekly and quarterly basis
- Develop strategies to improve customer satisfaction and operational efficiency
- Handle escalated customer complaints and provide effective resolutions
- Provide ongoing training to ensure a high standard of customer service.
- Identify skill gaps and implement training programs to address them.
- Collaborate with management, corporate sales, operations, purchasing and IT on various cross-functional projects that impact our production facilities and bottom-line profitability.
- Analyze customer feedback and operational data to identify areas for improvement.
- Recommend and implement solutions to improve the customer experience.
- Prepare and present reports on team performance, customer satisfaction, and other relevant metrics.
- Maintain accurate records of team activities, including escalations and resolutions.
SUPERVISORY RESPONSIBILITIES
This position will have supervisory responsibility.
EDUCATION and/or EXPERIENCE
· Required
o Associate’s Degree AND 1-2 years of experience in ordering and sales invoice systems used in a multi-channel distribution network with multiple customers.
o Excellent verbal and written communication skills
o High proficiency in Microsoft Office Suite, specifically Microsoft Excel
· Preferred
o Bachelor’s Degree in Business
o Poultry or supply chain experience
