What are the responsibilities and job description for the Customer Service Supervisor position at SOUTHERN ICE CREAM CORPORATION?
The customer service supervisor works closely with the sales and operations teams to ensure a positive customer relationship and experience. They manage the customer service representatives to ensure our services meet expectations and align with our core values. This role works with sales to identify and document customer requests, changes, and complaints. They act as a liaison between the customers and our services to ensure customer satisfaction.
Customer Service Supervisor - Job Description
v Ensures customer service representatives are professionally trained and have the tools necessary to do the job.
v Managing CSR’s schedules, performance reviews and L10 meetings.
v Builds and maintains positive relationships with customers and their key personnel.
v Ensures call list is being called daily and follow ups are done on accounts that do not order.
v Oversees reviews & surveys results to ensure customers are satisfied with our products and services.
v Alerts and passes sales lead to the sales team and identifies opportunities to increase existing customer’s sales.
v Informs customers about products and services the company offers.
v Resolves customer complaints and concerns raised by customers.
v Assists sales with customer communication and set up.
v Retains knowledge of required minimums, delivery days and products offerings.
v Monitors customers’ performance against service level agreements and flagging potential issues.
v Perform updates in DSD manager and communicate to team the changes.
v Works with all departments to ensure customers’ requests are fulfilled effectively.
v Accepts other duties as required or assigned.
Customer Service Supervisor – Job Requirements
- Strong interpersonal skills and an ability to build rapport with customers.
- A customer-driven approach and strong work ethic.
- Excellent communication skills – written & verbal.
- Computer proficiency required.
- Organizational approach and eye for detail.
- High school diploma or equivalent.