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Customer Service Supervisor

3 months ago

Schaumburg, United States Sterling Engineering Full time

About the Company:

Customer Service Supervisor

Direct Hire

Schaumburg, IL

$75-85K yrly


The Customer Service Supervisor leads and monitors activities that include accurate order processing, complaint receipt, processing and review, customer debit memo and first call resolution, handles escalated customer requests, coaching manner and effectiveness of staff, training and support for staff.


Essential Job Functions:

  1. Implements and maintains goals and performance standards consistent with customer needs and department objectives.
  2. Monitors and directs development of staff, evaluates performance, leads performance reviews, recommends promotions, salary increases, special recognition, corrective action and termination.
  3. Monitors the call statistics of the team and each team member to ensure that the departmental goals are met.
  4. Handle escalated customer requests and assist team in answering technical and general answers for customers.
  5. Manage EDI conversion tables, promotion tables, Error Report, Recap/Reprints
  6. Manage/monitor deductions in an effort to prevent and maintain minimal level.
  7. Coordinate out of office schedules and adjusts staffing respectively.
  8. Continuous coaching and skill development of call center team members.
  9. Takes ownership of creating a training curriculum and identifying on‑going training needs of the staff.


Responsibilities:

  1. Bachelor’s degree in Business Management/Communication
  2. Minimum of five years’ experience in a Call Center environment
  3. Possess excellent electronic skills: AS400, Word, PowerPoint, Excel