What are the responsibilities and job description for the Customer Service Supervisor (OPC Corporate) position at Oregon Potato Company?
OPC is family owned and headquartered in the beautiful Pacific Northwest of the United States. We started over 45 years ago as a small family farm and have been blessed to grow significantly with our farm fresh quality and the care we show our customers. We currently own, or control through long-term leases, over 140,000 irrigated acres. We also now have a network of processing plants throughout Washington, Oregon, Idaho and Michigan to bring the bounty of our farms to you.
The roots of our heritage offer us complete focus, from farming through the entire process. We are committed to innovation, quality and customer service. The OPC Family of companies is dedicated to sustainable agricultural practices throughout our farming operation, giving us the ability to give our customers “Seed to Fork” varieties of quality potato products, other vegetables, and fruits.
Job Summary:
The Customer Service Supervisor will oversee and assist customer service employees in the performance of their job duties such as responding to customer inquiries and resolving issues or complaints.
Supervisory Responsibilities:
- Hires entry-level customer service employees.
- Trains new employees in the company’s customer service policies, procedures, and best practices.
- Organizes and oversees the schedules and work of assigned staff.
- Handles discipline and termination of employees as needed and in accordance with company policy with upper management guidance.
Duties/Responsibilities:
- Manages a team of assigned customer service representatives and ensures they comply with company guidelines particularly related to quality of service.
- Monitors or reviews calls or other correspondence between representatives and customers.
- Ensures that representatives are informed about changes to company products and services.
- Collects data and prepares reports on customer complaints and inquiries.
- Prepares monthly reports summarizing the assigned customer service team’s performance.
- Prepares knowledge-based documents such as summaries and responses to frequently asked questions.
- Identifies opportunities to update or improve customer service procedures and makes recommendations to the Director of Customer Service or other appropriate staff.
- Performs other related duties as assigned.
Required Skills/Abilities:
- Excellent management and supervisory skills.
- Excellent verbal and written communication skills.
- Extensive knowledge of customer service procedures and principles.
- Organized with attention to detail.
- Ability to resolve customer complaints and issues while maintaining a professional and calm demeanor.
- Ability to coach and mentor customer service representatives.
- Proficient in Microsoft Office Suite or related software.
Education and Experience:
- Bachelor’s degree preferred.
- At least three years of customer service experience required.
- Previous experience in a supervisory role preferred.
Physical Requirements:
- Prolonged periods sitting at a desk and working on a computer.
- Must be able to lift up to 15 pounds at times.
Pay: $80,000 – $90,000 per year/DOE
Benefits:
- 401(k) with match
- Medical, Dental, Vision and Life Insurance
- Flexible spending account
- Paid time off
Salary : $80,000 - $90,000
