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Customer Service Supervisor

Customer Service Supervisor

Denken Solutions, Inc.Fremont, MI, US
6 hours ago
Job type
  • Full-time
Job description

Requirement Title : Contact Center Management Supervisor

Work location : Fremont, MI / Hybrid

Contract : 6 months

Hybrid role

Job Description :

  • Work Schedule : M-F 10 : 30 am - 7 : 00 pm / may require availability during other hours, evenings and weekends.
  • As a Supervisor of Contact Center Management, you will provide guidance to a dedicated frontline team within the Nutrition CES Parent & Professional Resource Center (PRC) organization, acting as the brand's voice for our consumers, caregivers, and healthcare professionals.
  • This team supports iconic brands across our Nutrition and Health Sciences portfolio including Gerber, Boost, Outshine, and more.
  • This critical role focuses on engaging effectively with stakeholders by addressing inquiries, managing complaints, and acknowledging praise.
  • The ideal candidate will cultivate a culture of trust, transparency, and collaboration within their team, while driving performance and delivering exceptional service.

Key Responsibilities :

Team Leadership :

  • Guide a dynamic team of CES PRC workers as they support Client Nutrition brands across various channels, including SMS text, live chat, email, calls, WhatsApp, and social media.
  • Partner with supervisor team to delegate tasks effectively, empowering workers to take initiative in problem-solving and decision-making.
  • Communicate goals drive accountability for key KPIs.
  • Continuously evaluate operational performance (key KPIs) and identify opportunities for improvement in processes and workflows.
  • Address escalations from consumers, caregivers, or medical professionals promptly to enhance consumer loyalty.
  • Support the team in driving sales and market share through outstanding customer service, expert advice, nutrition education, and tailored solutions.
  • Oversee and facilitate eCommerce initiatives, product transactions, and the management of quality incidents in compliance with FDA and Client requirements.
  • Demonstrate advanced competency in critical technologies and systems, including CRM Salesforce Engage OMNI, Product Information, and Consumer Data Privacy management.
  • Communicate expectations and provide feedback on workers to supervisor team
  • This position may require availability for a 24 / 7 engagement center, including holidays, evenings, and weekends.

    • Qualifications / Certifications :

  • High School Diploma or GED required.
  • College degree (Associate's or Bachelor's) is preferred.
  • Ability to adapt swiftly to change and deliver results.
  • Strong problem-solving and decision-making skills.
  • Excellent verbal and written communication, along with strong interpersonal skills.
  • Proven ability to prioritize workload, manage projects independently, and handle multiple tasks while meeting strict deadlines.

    • Critical Experiences :

  • Minimum of 3 years of demonstrated experience in a contact center or customer service environment.
  • People leadership experience is preferred.
  • Strong understanding of team goals and business drivers within the organization.
  • Proven problem-solving and analytical capabilities, with a talent for developing creative and non-traditional solutions to complex challenges.
  • Proven experience working or leading a team through changing environments.
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    Customer Service Supervisor • Fremont, MI, US

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