Customer Service Supervisor

Customer Service Supervisor

The Customer Service Supervisor is responsible for providing a productive and motivating working environment while ensuring all company policies and procedures are followed. This role is responsible for ensuring customer satisfaction is maintained at all times by leveraging internal team members to deliver quality products and services as promised.

Key Responsibilities

Duties include managing the Customer Service team.

Train all direct reports to provide the highest standards of service and ensuring that all company policies and procedures are followed.

Dayforce payroll management and scheduling.

Provide prompt, accurate, and friendly customer service. Service can include responding to inquiries regarding services, products, deliveries and availability. Handle customer inquiries and resolve customer concerns.

Set customer satisfaction goals and work with the team to meet them on a consistent basis.

Promote a working team environment; ensure best practices are shared and followed; set team goals; develop and track key metrics; coach, counsel, train and manage performance.

Provide employee performance appraisals and disciplinary action.

Effectively and efficiently identify and resolve customer issues and problems; serve as a point of escalation for customer issues requiring a higher degree of expertise or discretion.

Capture and document the operational requirements of key customers, with respective steps to improve partnerships.

Responsible for maintaining accurate Open Sales Reports. Run daily / monthly SEI reports for regular monitoring and end of month close.

Serve as site change champion for system upgrades, procedure and policy changes.

Responsible for invoicing delays and invoicing accuracy related to customer service data entry.

Education / Knowledge / Skills / Experience Desired

5+ years of experience in a Customer Service role, or similar

2+ years of proven managerial experience or leadership role

Associate degree or higher desired

Ability to work under pressure and achieve solutions in situations where there are conflicting objectives

Effective written and oral communication skills; able to communicate and influence effectively with other functional areas

Solve problems analytically; search out relevant information and gauge its importance when making decisions

Job Description

Solid business acumen with demonstrated knowledge and understanding of customer service processes such as order entry, delivery, work order processing and invoicing

A thorough knowledge of products and services offered

Excellent verbal and written communication skills

Advanced proficiency with Microsoft Office Suite and ERP software