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Customer Service Supervisor
2 months ago
Position Summary: This position ensures that the functions and performance of the Customer Service team are at an optimal level and aligned to meet customer needs and expectations. This position is responsible for proactively identifying problems before they occur and for implementing and maintaining resolutions. This position 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.This position assigns responsibilities, coordinates work efforts and measures progress. This position also supervises and directs multiple demands and conflicting priorities. Essential Job Functions:
- Staff
- Implements and maintains goals and performance standards consistent with customer needs and department objectives.
- Monitors and directs development of staff, evaluates performance, leads performance reviews, recommends promotions, salary increases, special recognition, corrective action and termination.
- Interviews and recommends personnel as required to meet departmental staffing requirements
- Motivates, coaches, develops and creates an enthusiastic environment for consistent and optimal levels of performance.
- Tasks
- Supervise and monitor departmental service level measurements/goals while ensuring that customer’s needs and expectations are met regarding:
- Accurate order processing
- Issue Resolution
- Call Center ACD Volume
- Abandonment Rate and recall
- Website generated Emails (Consumer & Professional)
- Sales Force generated emails/orders
- Inputs promotion timing in system
- Manages UltiPro Scheduling
- Recommends and maintains ACD call groups and priorities
- Monitors the ACD call statistics of the team and each team member to ensure that the departmental goals are met.
- Handle escalated customer requests and assist team in answering technical and general answers for customers.
- Act as a liaison between Distribution, Operations, Quality, Regulatory, Accounting and Customer Service.
- Actively participate in the receipt of phone calls via the call center a minimum of 5 hours per week.
- Review and address issues for the following reports:
- Manual Hold Report
- Open Order Report
- Price Exception Report
- Daily Deduction Report
- Monthly Deduction Report
- Pre-Allocation Hold Reports
- Manage EDI conversion tables, promotion tables, Error Report, Recap/Reprints
- Manage/monitor deductions in an effort to prevent and maintain minimal level.
- Coordinate out of office schedules and adjusts staffing respectively.
- Continuous coaching and skill development of call center team members.
- Recommend and assist in the development and revision of Customer Service procedures and SOP’s to meet customers’ needs in a changing environment.
- Supervise and monitor departmental service level measurements/goals while ensuring that customer’s needs and expectations are met regarding:
- Communication
- Excellent written, electronic and verbal communication presented in a professional manner free of grammatical, punctuation and spelling errors and structured in a clear and concise format.
- Communicate internal and external information to staff and customers.
- Speak effectively and clearly in one-to-one conversations and in groups.
- Listen actively and convey understanding of questions and comments.
- Training
- Takes ownership of creating a training curriculum and identifying ongoing training needs of the staff.
- Keep current on new technologies, management, training, techniques and trends by attending seminars, conferences, training sessions, and vendor meetings.
- Bachelor’s degree in Business Management/Communication
- Minimum of five years’ experience in a Call Center environment, or
- Minimum of three years’ experience in an automated customer service department. Technical experience is a plus.
- Possess understanding of department and corporate objectives, policies and procedures.
- Exhibit a strong working knowledge of on-line order processing and business applications.
- Understand customer’s contribution level to SAI, customer’s objectives, operations, needs and expectations and coordinate and drive results oriented activities.
- Possess excellent electronic skills: AS400, PRMS, Master Control, Smart solve, QlikView, Word, PowerPoint, Excel, Five 9 (ACD system) MD365.
- Independent and effective time management skills
- Exceptional Communication Skills: Oral and Written
- Command strong organizational and follow through skills
- Computer proficiency Lotus Notes and Microsoft Office
- Aptitude for managing multiple tasks and adjusting priorities
- Attention to detail
- Customer focus
- Teamwork
- Ability to work well with all levels of management and all functional departments and possess excellent problem-solving skills
- Ability to interact effectively with all customers, vendors, staff, and all SAI personnel