Customer Service Supervisor
3 weeks ago
Job Summary
The Customer Service Supervisor is responsible for ensuring 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.
Key Responsibilities
- Lead and monitor 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.
- Assign responsibilities, coordinates work efforts and measures progress.
- Supervise and direct multiple demands and conflicting priorities.
- Implement and maintain goals and performance standards consistent with customer needs and department objectives.
- Monitor and direct 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.
- Supervise and monitor departmental service level measurements/goals while ensuring that customers 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
Requirements
- Bachelors 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 customers contribution level to SAI, customers objectives, operations, needs and expectations and coordinate and drive results oriented activities.
- Possess excellent electronic skills: AS400, PRMS, Master Control, Smartsolve, Qlikview, Word, PowerPoint, Excel.
Skills
- 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
Abilities
- 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.
Benefits
- Comprehensive insurance coverage that includes Medical, Vision, Life and disability insurance plans along with enhanced Dental benefits.
- Company Paid Life & AD&D and Optional Life Insurance
- Flexible Spending and Health Savings Accounts
- Pet, Legal and Identity Theft Insurance Plans
- Employee Assistance Program
- Wellness program including an onsite fitness center
- 401K retirement plan with 5% employer match (Pretax and Roth options)
- 401k profit sharing contribution based on company performance
- Paid holidays and generous paid time off
- Competitive annual bonus and sales incentive programs
Employee Perks
- On-site caf featuring daily specials with dinner-to-go options
- Miles of beautifully maintained walking trails
- Numerous employee appreciation events throughout the year
- Professional development and training classes
- Flexible schedule including work from home option
- Employee discounts on oral care products
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