Customer Service Supervisor
1 week ago
Key Responsibilities
- Duties include managing the Customer Service team.
- Train all direct reports to provide the highest standards of service and ensuring that all company policies and procedures are followed.
- Dayforce payroll management and scheduling.
- Provide prompt, accurate, and friendly customer service. Service can include responding to inquiries regarding services, products, deliveries and availability. Handle customer inquiries and resolve customer concerns.
- Set customer satisfaction goals and work with the team to meet them on a consistent basis.
- Promote a working team environment; ensure best practices are shared and followed; set team goals; develop and track key metrics; coach, counsel, train and manage performance.
- Provide employee performance appraisals and disciplinary action.
- Effectively and efficiently identify and resolve customer issues and problems; serve as a point of escalation for customer issues requiring a higher degree of expertise or discretion.
- Capture and document the operational requirements of key customers, with respective steps to improve partnerships.
- Responsible for maintaining accurate Open Sales Reports. Run daily/monthly SEI reports for regular monitoring and end of month close.
- Serve as site change champion for system upgrades, procedure and policy changes.
- Responsible for invoicing delays and invoicing accuracy related to customer service data entry.
Education/Knowledge/Skills/Experience Desired
- 5+ years of experience in a Customer Service role, or similar
- 2+ years of proven managerial experience or leadership role • Associate degree or higher desired
- Ability to work under pressure and achieve solutions in situations where there are conflicting objectives
- Effective written and oral communication skills; able to communicate and influence effectively with other functional areas
- Solve problems analytically; search out relevant information and gauge its importance when making decisions
JOB DESCRIPTION
- Solid business acumen with demonstrated knowledge and understanding of customer service processes such as order entry, delivery, work order processing and invoicing • A thorough knowledge of products and services offered
- Excellent verbal and written communication skills
- Advanced proficiency with Microsoft Office Suite and ERP software
Other details
- Job Family Customer Service (26)
- Pay Type Hourly
- Employment Indicator Regular
- Job Start Date Friday, August 2, 2024
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