Customer Support (OFS) Supervisor

Customer Support (OFS) Supervisor

US Charlotte Sales Description

The Customer Support (OFS) Supervisor, under the direction of the Customer Support Manager, will primarily be responsible to lead, coach, and motivate the team to achieve customer support goals at the department level.

This position will model and champion the company's dedication to providing excellent customer service. This role will also address customer complaints and concerns that have been escalated in a timely and professional manner.

Responsibilities :

• Lead, coach, and motivate the team to achieve customer service goals at the department level
• Model and champion the company's dedication to providing excellent customer service
• Address customer complaints and concerns that have been escalated in a timely and professional manner
• Ensure that customer service metrics are maintained and provide coaching to employees to improve metrics
• Ensure that direct reports provide excellent customer service
• Maintain high levels of customer satisfaction and client retention levels
• Manage the efforts and activities of a customer service team in alignment with customer service goals and objectives
• Administer disciplinary action in accordance with established procedures
• Evaluate employee performance and provide feedback, coaching, and formal evaluations
• Oversee staff to ensure work is being performed according to established standards
• Maintain shift schedules to ensure sufficient employee coverage
• Participate in departmental planning activities
• Plan the department's workload and flow
• Conduct monthly reporting

Requirements

KNOWLEDGE AND SKILL REQUIREMENTS

• Post-secondary degree or diploma (preferred)
• 2 years of experience in a lead / management role and five years of experience in customer service
• A well-defined sense of diplomacy, including solid negotiation, conflict resolution, and people management skills
• Effective leadership skills, with a strong focus on mentoring and motivation of employees
• Ability to supervise and motivate a team to achieve and exceed their goals
• Sound analytical thinking, planning, prioritization, and execution skills
• Proven ability to solve complex and unique customer service problems
• Ability to identify measures of performance and actions needed to improve or correct performance
• Ability to remain calm and poised in urgent situations
• Ability to initiate and model positive change ?
• Work requires willingness to work a flexible schedule, as needed and defined.

Competencies

• Coaching
• Collaboration
• Communication
• Conflict Management
• Decision Making
• Managing Performance
• Negotiation
• Results Orientation
• WORKING CONDITIONS

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 accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Interaction with customers / clients, and the public at large
• Attendance and conducting of presentations
• Operation of desktop computer and peripherals

They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.

All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.

Caesarstone US provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws.

Caesarstone US complies with applicable EEO state and local laws governing non-discrimination in employment in every location in which the company has facilities.

This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Employment with Caesarstone US may be contingent upon completion of background check, drug test, execution of an employment agreement, or any other contingencies the employer may require.

Caesarstone US expressly prohibits any form of unlawful employee harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status.

Improper interference with the ability of Caesarstone US employees to perform their expected job duties is absolutely not tolerated.

OUR COMPANY VALUES

People First : We treat each other with fairness and respect, consistently provide opportunities for growth, and health and safety are our first priority.

Accountability : Together, we take ownership of our actions, business and future.

Innovation : We are committed to fresh thinking and breakthrough ideas that create value.

Winning Spirit : We are enthusiastic and foster a can-do attitude in striving to be No 1. We are committed to excellence and share and celebrate our achievements.

Last updated : 2024-04-23