The Supervisor is responsible for supporting and coaching customer service representatives while managing and monitoring the daily operations through Key Performance Indicators (KPIs) to achieve service level goals and ensure customer satisfaction is met.

Essential job duties will include, but not be limited to : Providing leadership through organization, and priority management.

Managing, and assisting with, workload to ensure metrics are met. Providing feedback to department management to increase efficiencies and impact overall customer satisfaction.

Training and developing staff members. Handling customer concerns and communicates resolutions both internally and externally.

Prepares, analyzes, and summarizes department reports. Ideal Candidate will have the following knowledge, skills and abilities : Bachelor’s degree in Business Administration or related field (will consider equivalent work experience).

Five (5) years of progressive work experience in a Customer Service role prefer industrial distribution. Two (2) years of previous Supervisor experience with a team of five (5) or more.

Advanced PC skills and previous experience on a business system. Excellent research and resourcing skills. Advanced detail orientation.

Adaptability, motivation, and ability to handle multiple disciplines in a fast-paced, ever-changing environment. Advanced organizational skills required to prioritize, plan and coordinate work activities and resources in area of responsibility.

Strong sales and negotiation skills required to provide full support of company initiatives. Advanced analytical skills needed to identify root causes of problems, generate alternatives, draw logical conclusions and decide on appropriate course of action after careful examination of relevant information and consideration of critical business issues.

Advanced communication and interpersonal skills necessary to effectively communicate with associates, customers, business partners and management team.

Demonstrated teamwork approach with superiors, peers and subordinates utilizing skills in oral communication, active listening, written and oral directions and cooperating with and assisting others when needed.

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Last updated : 2024-04-27