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Customer Service Team Supervisor

2 months ago

Blue Bell, Pennsylvania, United States Acme-Hardesty, Co. Full time

Job Title: Customer Service Team Supervisor

Reports to: Chief Operating Officer

Location: Hybrid/In-Person/Remote

ABOUT ACME-HARDESTY, CO.:

With a legacy spanning over 160 years, Acme-Hardesty, a division of Jacob Stern & Sons, Inc., is dedicated to fostering an environment that values compassion, humility, and humor. Our commitment to these principles allows our team to deliver innovative solutions where challenges arise. We pride ourselves on being a distinctive organization that offers a supportive atmosphere for professionals who prioritize respect and dignity.

Are you ready to break free from the monotony of the daily grind? Join the Acme-Hardesty family and experience a culture that encourages continuous learning and collaborative engagement. Discover the transformative potential of working with us.

As one of the leading distributors of renewable palm oil derivatives, castor oil and its derivatives, glycerin, preservatives, and surfactants, Acme-Hardesty connects suppliers from Southeast Asia, the Middle East, and South America with customers across North America. Our mission is to provide essential materials that empower thousands of manufacturers to create products that enhance the lives of millions.

POSITION SUMMARY:

We are seeking a Customer Service Team Supervisor to lead our vibrant and fast-paced customer service division. The ideal candidate will possess a strong dedication to delivering exceptional service while effectively managing and developing a team of customer service representatives.

KEY RESPONSIBILITIES:

  • Overseeing a team of five customer service representatives, including recruitment, training, coaching, performance assessment, and constructive feedback.
  • Promoting and embodying the Acme-Hardesty culture.
  • Addressing escalated customer inquiries, complaints, and issues with professionalism and efficiency.
  • Tracking and evaluating customer service metrics, such as satisfaction, retention, and loyalty, and implementing strategies for enhancement.
  • Developing and revising customer service policies, procedures, and best practices, ensuring adherence to company standards and regulations.
  • Collaborating with various departments, including sales, marketing, and product development, to relay customer feedback and resolve cross-functional challenges.
  • Acting as a customer service representative for 50% of the time, providing friendly and efficient service to customers via phone, email, or chat.
  • Processing customer orders, payments, returns, and refunds while verifying customer information and eligibility.
  • Responding to customer inquiries and providing detailed information about our products, services, features, and benefits.
  • Identifying customer needs and preferences, recommending tailored solutions that align with their expectations.
  • Fostering and maintaining positive, long-term relationships with customers to ensure their satisfaction and loyalty.

QUALIFICATIONS:

  • Bachelor's degree in business, logistics, supply chain, marketing, or a related field preferred.
  • Minimum of 8 years of experience in a customer service role, ideally within a mid-sized distribution or manufacturing company, with leadership experience.
  • Exceptional communication, interpersonal, and presentation skills, with the ability to engage effectively with customers, team members, and stakeholders.
  • Strong problem-solving, decision-making, and conflict-resolution abilities, with a capacity to navigate ambiguity.
  • Advanced interpersonal skills demonstrating high emotional intelligence, empathy, and compassion.
  • A customer-centric mindset with a passion for delivering outstanding service.
  • Proficient in Microsoft 365 Office, enterprise resource planning (ERP) systems, and customer relationship management (CRM) software.
  • Experience in process documentation and improvement.
  • Ability to implement change management initiatives within the team and organization.
  • Flexibility, adaptability, and eagerness to learn and grow in a dynamic environment.
  • Highly organized with strong multitasking capabilities.
  • Ability to influence others, even without formal authority.
  • Strong desire to identify and nurture top talent within the customer service team.

CORE COMPETENCIES:

Leadership: The ability to guide and motivate a team towards achieving objectives.

Customer Focus: A commitment to understanding and addressing customer needs and expectations.

Attention to Detail: The capability to process detailed information accurately and consistently.

Innovation: The ability to initiate new strategies, products, services, and markets.

Management: The skill to oversee and enhance employee performance, set targets, and monitor progress.