Customer Service Supervisor

1 week ago

Rochester, New York, United States The Cooper Companies Full time

Position Overview: The Customer Service Supervisor is responsible for overseeing the performance of team members to ensure alignment with customer-centric goals, quality standards, and productivity benchmarks. This role involves providing coaching and motivation to staff to achieve excellence in performance.

Key Responsibilities:

  • Evaluate employee strengths and areas for improvement, delivering timely and constructive feedback to enhance performance.
  • Facilitate professional development by setting clear goals and providing opportunities for growth.
  • Communicate departmental objectives regularly to ensure team members are informed and engaged with updates and changes.
  • Lead teams through transitions effectively, fostering a supportive and adaptable work environment.
  • Promote a culture of trust, accountability, and teamwork, aligning with the core values of the organization.
  • Act as a role model by demonstrating professionalism and a positive attitude, setting a standard for the team.
  • Support organizational initiatives and ensure compliance with company policies and values.
  • Collaborate with the Customer Service Leadership Team to drive departmental success.
  • Oversee the development and implementation of the customer support consultation line, defining roles, responsibilities, and success metrics.
  • Perform additional duties as assigned.

Qualifications:

  • Proficient in Baan and Egain applications, with strong skills in Microsoft Office Suite, particularly Excel and Word.
  • Ability to comprehend complex technical materials and regulatory procedures related to the industry.
  • Skilled in writing reports and business correspondence, including financial analysis as needed.
  • Willingness to learn and adapt to new responsibilities and processes.
  • Strong business acumen with the ability to make informed decisions.
  • Excellent interpersonal skills, capable of building effective relationships with colleagues and clients.
  • Effective communication skills, both verbal and written, with the ability to present to groups.
  • Strong analytical and problem-solving abilities, with attention to detail.
  • Demonstrated leadership skills with a focus on motivating and guiding staff ethically.
  • Bilingual proficiency in English and Spanish is preferred.

Work Environment: This role requires the ability to work in both a professional office setting and a warehouse environment, with the capacity to lift up to 50 pounds and sit or stand for extended periods.

Experience: A minimum of 7-10 years of supervisory experience is required, with a focus on managing, mentoring, and coaching staff while ensuring process performance.

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