** Customer Service Supervisor**

**Job Category****:** Operations **Requisition Number****:** CUSTO022146 Showing 1 location **Job Details**

**Description**

**Job Duties** : -

Monitors service calls to observe CSR demeanor, technical accuracy, and conformity to company policies

Recommends corrective action to adjust customer complaints

Serves as the direct point of contact for customer service issues which require immediate attention

Inputs information into computer to compile work volume statistics for accounting purposes and to keep records of customer service requests and complaints

Determines work procedures, prepares work schedules, and expedites workflow.

Oversees training for new CSRs

Manages customers requirements for physical inventory, notifies system support of inventory dates, assures all processes are followed for preparing system for inventory, oversees Senior Customer Service Representative through inventory processes, reports booked inventory to customer

Ensures the accuracy and timeliness of billing

Works with Customer Service Manager (CSM) and/or Operations Manager to determine standardized guidelines and direction for CSRs

Checks Account Procedure Manual for ISO compliance and ensures that CSRs are current on all assigned accounts

Ensures an adequate supply of office and warehouse supplies are maintained

Coordinates training and WMS updates with Customer Service Manager and/or Operations Manager

Ensures customer service related articles are collected and submitted for company newsletter

Coordinates desk coverage for CSR absences during lunch breaks, vacations, sickness, etc.

Completes CSR performance appraisals

Other duties as required and assigned

**Requirements:**

**Requirements:**

High school diploma or GED (General Education Diploma) equivalency

Minimum 1 to 2 years customer service experience

Experience managing personnel

Experience with AS400 operating systems and warehouse management systems preferred

PC literate with experience with Microsoft Outlook, Word and Excel

Ability to write reports, business correspondence, and procedure manuals

Ability to effectively present information and respond to questions from groups of managers, customers, and co-workers

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists

Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form

**Environment:**

While performing the duties of this job, the employee frequently is required to sit, reach with hands and arms, and talk. The employee is regularly required to use hands to finger, handle, or feel. The employee must occasionally lift and/or move up to 15 pounds. The employee is regularly exposed to ambient lighting and temperate climate conditions. The employee is occasionally exposed to moving mechanical parts and vehicles and may be exposed to extreme heat and extreme cold including climates consistent with outside weather conditions.

The following statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.

Job Duties as documented in this job description are considered Essential Functions and have been created by the standards of the Equal Employment Opportunity Commission (EEOC). The standards of the Americans with Disabilities Act (1990) require that employees be able to perform Essential Functions of the job with or without reasonable accommodation. Reasonable accommodations may be made to enable individuals with disabilities to perform the Essential Functions.

**Skills**

**Education**

**Experience**