Supv, Customer Service

Job Functions

Essential job functions:

Team Leadership & Supervision

• Supervise, mentor, and support customer service representatives.
• Monitor team performance and provide coaching and training as needed.
• Schedule shifts and assign tasks to ensure efficient operations.
  
  

Customer Support & Issue Resolution

• Handle escalated customer complaints and inquiries professionally.
• Ensure timely and effective resolution of customer concerns.
• Implement strategies to enhance customer satisfaction and retention.
• Manage Order Investigation Process to ensure timely response and pattern recognition.
• Manage customer database records and drafts status reports on customer service issues including product returns, exchanges, and service issues.
• Interface with graphics staff and provide assistance as needed to ensure timely completion of private label orders.
  
  

Process Improvement & Performance Monitoring

• Track customer service metrics (e.g., response time, queue volume, errors).
• Identify areas for improvement and recommend process enhancements.
• Develop and enforce customer service policies and procedures.
  
  

Collaboration & Communication

• Work closely with other departments (e.g., sales, shipping, quality) to resolve issues and enhance service delivery promises are met
• Provide regular reports on team performance and customer feedback to management.
  
  

Training & Development

• Work closely with manager on updating policies and procedures to improve efficiency and effectiveness of client services
• Conduct training sessions for new and existing customer service representatives to support onboarding as well as employee retention.
• Foster a positive work environment that encourages growth and teamwork.
• Evaluate and counsel employees to help improve performance and productivity. Assist in ensuring CSR's meet customer service standards
  
  

Personnel Backup

• Provide backup phone assistance to Customer Service if needed.
• Be able to perform the duties of the Customer Service Coordinator to fill in as needed
  
  

Secondary Job Duties

• Other duties as assigned
  
  

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Education

• High school diploma required. College degree with knowledge or educational training in nutrition or related field is a plus.
  
  

Experience

• 5 years in customer service field with at least 2 years as Customer Service Supervisor
• 5 years exposure to organizational operations
  
  

Skills & Abilities

• Proven skills relative to process improvement and efficiency gains
• Has previously worked with a CRM and has a proficient understanding of data integrity within a CRM and related systems (such as an ERP), experience with HubSpot CRM a plus
• Exceptional written and verbal communication skills
• Excellent creative problem-solving skills, keen business sense and solid instinct
• Ability to prioritize multi-timelines and deadlines.
  
  

Computer Skills

• Microsoft Office Suite
• SAP (a plus)
• CRM (HubSpot a plus)
• Telephone systems
• Database management
  
  

Other Information

Supervisory Responsibilities:

This Position Supervises The Following Positions

• Customer Service Representatives
• Receptionist
  
  

Work Environment

This position operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines.

Physical Demands

While performing the duties of this job, the employee is regularly required to talk and hear. The employee frequently is required to stand, walk, use hands to finger, handle or feel, and reach with hands and arms, and requires the ability to occasionally lift office products and supplies up to 20 pounds.

Travel

• None
  
  

Career Path (Optional)

• Role expansion (to include all commercial operations)
• Customer Service Senior Supervisor
• Customer Service Manager
  
  

Benefits

Pay: $65-$70K DOE

Schedule: M-F 7:30AM-4:00PM

• 401(k)
• 401(k) Matching
• Health Insurance
• Health Savings Account
• Dental Insurance
• Vision Insurance
• Tuition Reimbursement
• Paid Time Off
• 10 Paid Holidays