Customer Service Dept Supervisor (US)

The ideal Customer Service Representative candidate will contribute a positive attitude in our teamwork approach. This candidate will be a team-oriented individual with a strong, self-directed work ethic. In a busy work environment, the ability to juggle multiple tasks is a necessity.

Reporting to the Assistant General Manager, the Customer Service Supervisor, in addition to the essential functions of a Customer Service Representative is primarily responsible for providing quality and efficient customer service to customers through the daily management of a team to include, motivating, recognizing, rewarding, coaching, counseling, training and problem solving.

ESSENTIAL FUNCTIONS:

• Provide daily directions and communication to employees so that customer service calls are answered in a timely, efficient, and knowledgeable manner. Provide continual evaluation of processes and procedures. Suggest and implement methods to improve area operations, efficiency, and service to both internal and external customers.
• Provide statistical and performance feedback and coaching on a regular basis to each team member. Write and administer performance reviews for skill improvement.

• Responsible for training of Customer Service / Inside Sales staff. This includes, but is not limited to, developing a training program; conducting periodic refresher courses; staying current in all aspects of the order desk and the appropriate training documentation, and coordinating training with experts as needed.

• Ensure employees have appropriate resources to perform their jobs. Respond to and resolve employee relations issues expressed by team members; create and maintain a high-quality work environment so team members are motivated to perform at their highest level.
• Address disciplinary and/or performance problems according to company policy. Prepare warnings, communicate effectively with employees on warnings, and make effective/appropriate decisions relative to corrective action as required.
• Establish and improve work procedures and processes that support company and departmental standards, procedures, and strategic directives.
• Use appropriate judgment in upward communication regarding department or employee concerns.
• Other duties and responsibilities as assigned or required

QUALIFICATIONS/ REQUIREMENTS:

• 2- 3 years’ experience as a Customer Service Representative
• Strong computer skills – Microsoft Office – Word, Excel, etc.
• Ability to communicate effectively with a variety of audiences
• Excellent verbal, telephone, and written communication skills
• A professional, positive, and enthusiastic attitude.
• Proven leadership experience
• Effective training skills.

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