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Customer Service Supervisor

2 months ago

college station, United States Jones Networking Full time

Customer Service Supervisor

College Station, Texas


Jones Networking is recruiting for a Customer Service Supervisor to join a growing Logistics and Supply Company in College Station, TX. The ideal candidate will have 5+ years of experience managing a customer service team at a small to mid-sized technology-enabled company. The Company offers excellent company culture, training, a full benefits package, 401K and PTO.


Customer Service Supervisor Responsibilities:

- Manage the day-to-day operations of the customer service team.

- Handle escalated customer concerns, drive solutions with local supplier branches, and coordinate lasting resolutions.

- Collaborate with other functions (e.g., Sales, Supply Chain, Data Entry) and serve as the go-to resource for any customer service-related questions

- Create & review reporting to identify service opportunities with customer location’s

- Conduct regular reviews of performance with direct reports according to key customer service KPIs

- Conduct regular quality assessments for direct reports (e.g., calls, cases, orders, etc.)

- Drive strategic focus items with team members – for example, Proactive Order Management, reviewing large cylinder purchases and serving as an SME for key initiatives that flow to the customer service team.

- Strategic collaboration with Sales and IT to help drive order automation and process improvement aimed at the customer experience

- Drive customer effort initiatives aimed at improving the medical customer experience

- Directly manage customer service representatives

- Perform formal performance evaluations

- Provide ongoing training & coaching according to individual needs


Customer Service Supervisor Requirements:

- A minimum of 5 years of customer service experience is required.

-Previous experience in a supervisory role preferred.

- Strong project management skills and capable of juggling competing priorities.

- Strong written and verbal communication skills.

- Drive for continuous learning and improvement to stay current on the customer service landscape.

- Strategic and creative thinking.

- Critical thinking and problem-solving

- Working skills on MS Office components.

- Excellent influencing and problem-solving skills.

- Ability to drive innovation and continuous improvement.

- Ability to work on a team and collaborate across the organization.


Customer Service Supervisor Salary & Benefits:

- Competitive salary based on experience.

- Medical, Dental and Vision.

- Short Term and Long Term Disability.

- 401K with company match.

- Paid maternity leave.

- Tuition reimbursement.

- Hybrid working schedule.