Lakeside HR Group has been engaged to recruit a Customer Service Supervisor. This client is a wholesale manufacturer and distributor of giftware offering both traditional and contemporary Christmas, Easter, Halloween, Harvest, and Birthday. In addition to our holiday offerings, we have a wide range of innovative everyday products.
We are currently seeking an experienced candidate to join our team as Customer Service Supervisor. This position requires a patient, friendly, yet assertive person to manage the customer service team and assist our customers by phone and electronically. The ideal employee is someone who enjoys working in a small environment where every employee can make a difference. If you are organized, have a great attitude, and are passionate about challenging work and excellent results, we want you!
POSITION DESCRIPTION / PRIMARY OBJECTIVE
The Customer Service Supervisor will manage the activities of the Customer Service department through coaching and mentoring to ensure the highest levels of customer satisfaction are achieved through defining and developing service methods and problem-solving strategies.
This will include but is not limited to hiring, training and supervising staff. You will lead and develop continuous improvement initiatives, implement change to enhance the customers' experience, establish control-related standards and drive for department success.
ESSENTIAL FUNCTIONS

• Manage and oversee the team members
• Train, coach and evaluate customer service representatives
• Back up for incoming customer service calls during high volume periods
• Organize work schedules
• Assist customer service team in managing customer inquiries and complaints
• Analyze customer feedback and develop strategies to improve service
• Manage the return process, including warehouse communication and issuing call tags
• Manage order reporting and order management
• Manage team metrics and implement additional metrics as required
• Display leadership and contribute to positive organizational culture
• Communicate critical issues early and often

OTHER RESPONSIBILITIES

• Ongoing assistance with NetSuite implementation
• Process Improvement

OTHER EXPECTATIONS

• Adhere to industry professional standards
• Maintain a strong work ethic that ensures honesty, conscientiousness, and dependability
• Adapt and adjust to work environment of change and multiple deadlines

MINIMUM REQUIREMENTS

• Bachelor's Degree preferred or related work experience
• 3 years of customer service management experience preferred
• Knowledge of ERP systems, NetSuite experience preferred
• Strong written and oral communication
• Ability to work effectively with others to meet organizational goals
• Work independently with limited supervision
• Manage multiple and changing priorities
• Efficient organizational and planning skills
• Ability and willingness to respond constructively to rapid change
• Computer proficiency; MS365, Teams, advanced Excel