Customer Service Supervisor
2 weeks ago
We are in search of a proactive Customer Service Supervisor to join our dynamic team. This role offers a contract to permanent employment opportunity. As a Customer Service Supervisor, you will focus on leading and developing a team of customer service representatives, ensuring high-quality customer interactions, and implementing process improvements. You will be instrumental in fostering a positive work environment and directly impacting the quality of our service delivery.
Responsibilities:
• Lead a team of customer service representatives, ensuring the provision of timely and high-quality responses to customer inquiries via phone, email, and chat.
• Implement training and coaching sessions for team members to enhance service standards and promote detail oriented growth.
• Monitor daily operations to meet service volume and quality goals, while encouraging continuous improvement in staff performance.
• Handle escalated issues directly, implementing efficient resolutions to maintain customer satisfaction.
• Recognize opportunities for operational improvements and play a key role in developing effective processes.
• Occasionally assist with complex customer issues to ensure a seamless customer experience.
• Uphold all customer service procedures and standards.
• Monitor and maintain positive customer service metrics and standards.
• Verify the timely order entry and release of all customer orders.
• Ensure pricing and information accuracy.
• Establish and maintain positive relations with customers.
• Provide accurate information regarding products, materials, and applications.
• Facilitate efficient and transparent communication within the organization.
• Organize and participate in agreed tradeshows.
• Oversee and report on distributor sales.
• Proficiency in ADP - Financial Services is required• Familiarity with Avaya CMS is essential
• Proficiency in using CRM tools is necessary
• Experience with Epic Software is a must
• Knowledge of ERP - Enterprise Resource Planning is required
• Proficiency with About Time software is needed
• Experience in answering inbound calls is essential
• Auditing skills are required
• Familiarity with billing functions is necessary
• Ability to handle cash activity is essential
• Experience with SAP is a must
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