Customer Service Supervisor - On-site

Description

Job Summary:

This is an On-site position Supervising a team of customer service representatives to ensure service levels are met or exceeded. The Supervisor promotes a strong teamwork atmosphere designed to maximize revenue growth, productivity, and world class levels of service. This person will work in partnership with other departments to optimize best-in-class service, identify and implement process improvements, and create training documents. The Supervisor will manage the communication of the team and other internal/external partnerships in conjunction with best-practices and tools to improve overall performance.

Requirements

 Essential Responsibilities:

• Create and maintain reports that track key performance indicators while analyzing trends and proactively coaching to adjust strategies to achieve maximum performance. This includes order entry, accuracy performance, and company budget / revenue goals through proper cost-effective use of resources.
• Improve the delivery of customer/quality service through effective monitoring to build greater customer satisfaction, loyalty, and retention.
• Maintain daily, positive working relationships between departments to ensure a teamwork environment.
• Develop and review goals and incentive programs which will motivate employees, encourage teamwork, and produce the most desired results for the company and customers.
• Monitor procedures or implement standards to increase efficiency. 
• Integration and utilization of resources to meet established goals, metrics, and objectives. 
• Act to ensure that there are effective and efficient systems in place, to handle complaints and compliments. Review CSAT to ensure adequate action is taken to address any issues raised.
• Coach and mentor staff, provide and promote professional growth through staff development and in-service training.
• Effective recruitment efforts to establish and maintain staffing scheduling requirements and ensure company objectives behind world class customer service are met.
• Review individual and group performance goals while conducting formal performance evaluations and coach or take disciplinary action as necessary. 
• Prepare and provide weekly accomplishments as well as upcoming week focus point by outlining daily, weekly, and monthly performance, observations, suggestions, trends, and opportunities including budgeting and forecasting.
• Ensure that all deliverables are completed timely and correctly from order distribution (Zendesk experience preferred), order entry, back-order process, order accuracy, shipping, and revenue forecast.
• Ensure the company’s values and best practices around world-class customer service are incorporated into all staff development and all departmental-directed activities.
• Use discretion in handling confidential matters such as personnel concerns, confrontations, lack of team effort, etc.

Supervisory Responsibilities:

This position has supervisory responsibility

Competencies:

• Must be comfortable in a fast-paced environment and be multi-task oriented.
• Friendly, positive attitude, and eager to assist the customer regardless of the customer’s disposition.
• Achieves work objectives under frequent pressures, deadlines, and productivity demands
• Attention to detail.
• Collaborative and team player attitude.
• Problem solving and conflict resolution.
• Strong verbal and written communication skills. 

Minimum Requirements

• High School Diploma or Equivalent (GED) preferred. 
• 5 years of previous customer services/call center experience, or sales. 
• Intermediate to advanced knowledge of Microsoft office: Word, Excel, Teams, and Outlook. 
• Customer service, email, and telephone etiquette are a must. 
• Excellent communication and organizational skills (English/Spanish a plus). 
• Ability to navigate through multiple programs as well as reading and comprehending various customer care service tools. 
• Previous supervisory or leadership experience a plus.
• Previous knowledge of navigating Great Plains (GP) a plus.
• Knowledge of navigating Zendesk a plus. 

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Specific vision abilities required by this job include close vision and distance vision. While performing the duties of this Job, the employee is regularly required to sit, use hands and fingers, handle, or feel and talk and hear. May be required to lift and move boxes or packages not exceeding 20 pounds in weight. Some work stress is inherent to the position and extended work hours may be required.

Work Environment:

This will be an onsite position. No remote work.