Overview

The Customer Service Supervisor is responsible for daily management of the Customer Service Representatives and order/system administration to ensure all customer requests are processed in a prompt and courteous manner and to support the Sales/Marketing teams in building relationships with current and prospective customers.

Responsibilities

Oversee and assess the customer service team activities and provide them with performance related feedback.

· Drive efficiency in the customer service function that takes advantage of newest automated technologies. Analyze cost effectiveness and prioritize investments of any recommended technology changes.

· Ensure service levels are adhered to with regard but not limited to: Sales Order Processing, delivery of orders on time in full, and Customer returns for service / repair.

· Recommend amendments or improvements to any administration system to the Customer Success Manager to facilitate increased efficiency in the processing of enquiries.

· Develop and maintain KPI’s and metrics associated with customer services.

· Train staff in areas of customer service and company policies.

· Monitor all customer service folders and suggest process improvements.

· Back-up for all customer service roles: Respond to emails and answer telephone calls in regard to stock availability, pricing, complaints, customs numbers, weights, dimensions, sending duplicate invoices.

· Ensure customers are provided accurate and timely information and are dealt with in an efficient and effective manner ensuring professionalism at all times.

· Act as liaison between all departments on matters that pertain to customer service.

· Assist in EDI customer set-up.

· Review customer credit requests for approval and accuracy.

Qualifications

Bachelor’s degree in business or marketing or related field.

· Demonstrable skills and a minimum of 3 years experience in the supervising and motivating a team.

· Proficient knowledge of customer service, and standard office practices and procedures.

· Experience of dealing directly with customers by telephone and email.

· Experience in Sales Order Administration Processes.

· Solid analytic skills including advanced knowledge of Excel (pivot tables and macros) and ability to mine data for actionable recommendations.

· Knowledge and experience with CRM applications and entire suite of Microsoft Office applications.

· Results oriented; high energy; self-motivated.

· Outstanding written and oral communication skills.

· Strong organizational skills with the ability to successfully manage multiple activities/initiatives at one time.