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Customer Service Operations Supervisor

2 months ago

Grand Rapids, Michigan, United States Veritiv Full time

Job Objective:

The Customer Experience Team Lead will play a crucial role in supporting business unit managers with assessments, training, and staffing initiatives.

This role collaborates with customer service teams, sales representatives, and clients to ensure that service expectations are consistently met while focusing on enhancing customer relationships.

Key Responsibilities:

  • Facilitate training and the implementation of new processes, policies, and procedures for team members, which include:
  • organizing vendor training sessions
  • launching new process training initiatives
  • conducting one-on-one sessions with Customer Experience Professionals (CXP) to identify improvement areas, mentor, and share best practices.
  • ensuring the Customer Experience team effectively utilizes all available Veritiv tools
  • Assist management with daily operations of the customer experience team, including but not limited to: prompt order processing, confirmations, order tracking/status updates, product availability, and addressing all internal and external customer inquiries.
  • Share knowledge with team members regarding best practices for proactive customer communication, problem-solving, and critical thinking.
  • Enhance collaboration with sales by maintaining proactive and open communication channels.
  • Resolve issues promptly by collaborating effectively with all functional areas (sales, operations, finance, etc.) to meet customer needs. Manage the resolution of pricing, invoicing, credits, payments, shipping discrepancies, and other complex inquiries with the appropriate personnel.
  • Investigate and assist in resolving intricate customer and system issues.
  • Support the recruitment and selection process for new hires within the department.
  • Perform additional duties as assigned.
Additional Responsibilities & Qualifications:

  • Ability to plan, organize, and prioritize tasks independently.
  • Strong organizational capabilities.
  • Approachable and effective communicator, both individually and in group settings.
  • Proven leadership skills to guide a team and influence development.
  • Exhibit integrity in all interactions.
  • Comprehensive knowledge of company products and procedures.
  • Strong decision-making abilities and independent judgment.
  • Capable of addressing customer challenges in a professional and decisive manner.
  • Excellent computer and technical skills.
  • 1-3 years of relevant supervisory/management experience required to motivate and develop direct reports, as well as assess new talent.
  • Preferred experience in customer service.
Compensation Range:
$73,600 to $90,000

Work Experience:

  • Ability to work efficiently and effectively.
  • Exceptional verbal, written, interpersonal, and diplomatic skills are essential.
  • Experienced professional capable of working independently.
  • Strong customer service skills (friendly, courteous, and helpful).
  • Robust planning and organizational skills are required.
Education:

  • Bachelor's Degree Preferred
What We Provide

  • An engaging and inclusive culture with employee-led Resource Groups, recognition platforms, and more.
  • Extensive training opportunities, professional development programs, career pathing, and mentorship opportunities.
  • A collaborative environment with our customers and suppliers to foster healthier, safer, and more sustainable communities through responsible operations and innovative solutions.
  • Comprehensive healthcare benefits and a 401k with matching contributions starting from the date of hire, paid time off, parental bonding time, tuition reimbursement, an annual Profit-Sharing Program, and much more.
About Veritiv Corporation

Headquartered in Atlanta, Veritiv is a leading provider of design-to-delivery packaging, print, and facility solutions. With a diverse team and global reach, we assist businesses in reducing costs, minimizing waste, and enhancing efficiencies that simplify business operations. For more information, visit our website.