Customer Care Supervisor

2 weeks ago

South Bend, United States Company in South Bend, IN Full time
Job DescriptionJob Description

Job Title:  Customer Service Manager.  This position is responsible for leading all team efforts that ensure excellent customer service performance. Oversight includes metrics tracking, analyzing data and developing action plans for continuous improvement, while striving to improve overall customer satisfaction.

 

Reports to: Operations Director

Location: South Bend, Indiana

Department: Customer Care Center (CCC)

Direct Reports: 8-10

Employment Type: Full Time Regular/IN OFFICE POSITION

FLSA status: Exempt/Salary $60-$70K

Primary Shift: 9:00am-5:30pm (M-F)

 

 

Customer Service Manager Job Responsibilities:

  • Investigates and resolves any customer issues i.e. delayed backorders & performs root cause analysis to make improvements with cross-functional teams.
  • Maximizes customer operational performance by providing help desk resources and technical advice.
  • Accomplishes customer service human resource objectives by training, and coaching employees.
  • Manages customer service staff, communicates job expectations, and performs appraisals and job reviews.
  • Improves customer service quality results by studying, evaluating, and re-designing processes and establishing and communicating service metrics/KPI’s and monitoring and analyzing results.
  • Implements production, productivity, quality, and customer-service standards.
  • Audits customer service procedures/SOP’s and trends and determines system improvements.
  • Enforces company policies and procedures.
  • Communicates daily with sales team to build stronger customer relations.
  • Leads, trains, and develops a team of high performing Customer Service Representatives by holding meetings to discuss priority orders, team goals, training, and new company information.
  • Builds strong relationships with customers and actively solicits feedback about company performance.
  • Provides input to operations team to help facilitate production and shipping schedules to meet requirements.
  • Communicates changes that may negatively impact customers to sales/plant leadership.

 

Core Competencies:

·         Prioritizing, multitasking, strong initiative, and problem-solving skills

·         Exhibits a high-level attention to detail and strong time management skills.

·         Ability to work well under pressure, within a team, and across departments in a fast-paced environment.

·         Ability to develop, maintain, and build relationships internally and externally.

·         Possesses data entry skills, demonstrating high speed and accuracy, basic understanding of invoices, shipping and handling charges, basic accounting, and financial skills.

·         Must work with compassion, be open to change, and demonstrate flexibility.

·         Ability to grasp new concepts quickly and work independently with guidance as needed.

·         Ability to work independently prioritizing workload and tasks in the evening.

 

Experience, Knowledge, and Skills:

  • Customer service skills
  • Process improvement/Continuous improvement.
  • Strong decision-making skills
  • Managing processes
  • Staffing
  • Planning
  • Analyzing information
  • Developing standards
  • Help desk experience.

Education and Experience Requirements:

  • Four-year degree preferred, but not required.
  • Three to Five years’ experience in customer service managing a team.
  • Strong background in Excel and Microsoft office
  • Experience with “salesforce” software preferred.
  • Strong and proven track record of leading a team.

Physical Requirements of the Job:

·         Ability to use hands and fingers to grasp, twist and work with the office equipment and other tools/equipment in safe and precise way for 7+ hours per day.

·         Ability to lift to 25 lbs. occasionally using safe lifting practices.

·         Ability to visually read fine or small print, computer screens, and hand-held equipment frequently.

·         Ability to visually perceive color and distinguish between similar colors.

·         Ability to bend, reach, kneel, squat, twist, push, pull, walk, stoop, crouch, climb and carry items frequently.

·         Ability to respond and be flexible to changing work demands as needed.

·         Ability to read, write and speak core English.

 

This document in no way states or implies that these are the only duties to be performed by the employee occupying this position.                                         EEO/ADA

Company DescriptionDistribution Company with an established record of service.Company DescriptionDistribution Company with an established record of service.

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