Customer Service Supervisor

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Responsible for supervising and coordinating activities of the Customer Service department, and for the development of the department and individuals within.

Essential Job Duties

Supervise the Customer Service team to ensure quality of service and compliance with policies.

Create a positive team atmosphere supportive of individual growth.

Regularly monitor and analyze inbound contact patterns and calls to ensure expectations are being met.

Schedule associate hours appropriately to maximize coverage.

In coordination with the Mgr Customer Service, interview, select, and train associates. Maintain and update training processes.

Provide coaching where there are opportunities for improvement, and positive reinforcement for successful actions.

Perform regular performance reviews of Customer Service associates.

Provide guidance to associates on all aspects of inventory and customer transactions which may include data entry, cancellations, credits, invoicing, and / or customer service inquiries.

Respond and assist with customer complaints to ensure they are handled efficiently.

Process daily return approvals and credits, denying unacceptable requests.

Manage and report on key performance indicators.

Work with other departments to resolve process related challenges.

Assume other duties as assigned.

Supervisory Responsibilities

Supervise the work of others, including planning, assigning and scheduling work, reviewing work and ensuring quality standards, training staff and overseeing productivity. May offer recommendations for hiring, termination and pay adjustments, but do not have final responsibility for making these decisions.

Minimum Requirements

Education & Experience

Associate's Degree

3 years+ in specialized profession or equivalent; Proficient in specialty including prior senior lead experience.

Preferred Requirements

Bachelor's Degree

Bi-Lingual, English & Spanish or English & French

Skilled in Excel

Knowledge / Skills / Abilities

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rates, ratios, and percentages and to draw and interpret graphs.

Frequent use of Outlook, Word, Excel, graphics, etc. Ability to create, maintain and incorporate functions into Word documents, Excel spreadsheets, databases, and Powerpoint presentations to support business objectives.

Regularly uses moderately complex oral and written skills. May train others in functional areas, interact with others and make presentations to department or middle management.

Problems encountered are routine, somewhat repetitive and generally solved by following clear directions and procedures.

Decisions generally affect own job or assigned functional area.

Results are defined; sets personal own goals and determines how to achieve results with few or no guidelines to follow; supervisor / manager provides broad guidance and overall direction.

Handle multiple tasks or projects simultaneously with moderate complexity.

No additional competencies required.

Essential Physical Demands / Work Environment

Work is primarily sedentary : must be able to sit for extended periods of time and use a computer, keyboard, and mouse, frequently.

Travel may be required periodically, including overnight stays (contingent on position requirements).

Must be able to lift up to 50 pounds.

Join us for an exciting career journey with positive, driven individuals.