Supvr - Customer Service

POSITION SUMMARY

The Supervisor – Customer Service is responsible for the day to day operations of a team of customer service representatives, handling inquiries and issues via phone, web or chat.  This position plans, directs, supervises and evaluates workflow and team processes to drive optimization of quality and timeliness. This role coordinates team activities to achieve daily, monthly and annual team goals.

•  Medical Benefits:  Day 1!
• 401K:  Day 1 with Match!
• Stock Plan:  With Match!
• 13 days ETO
   

JOB RESPONSIBILITIES

• Defines, implements and manages customer service solutions that exceed customer expectations.
• Manages contact channels for customer service, including voice, email and chat.
• Managing contact and deliverables according to Service Level Contract.
• Manages escalations, special needs, pricing queries and other circumstances.  
• Monitors and manages the performance of staff members according to established monitoring standards.  
• Manages team performance in the areas of quality, safety and availability.  Develops and monitors standards of performance for all employees.
• Conducts performance appraisals, monthly 1-1’s and feedback as required for team.
• Reviews monthly performance of each Customer Service Representative; monitors and charts information.
• Provides training on Customer Service skills and practices.
• Provides leadership, direction and encouragement to her/his team.  Encourages teamwork within his/her department and maintains harmony among workers. 
• Responsible for processing credit memos, special pricing, quotes or adjustments.
• Collaborates with  and provides input with many appropriate departments for development of advertising, promotions, pricing, informational items, seminars.
• Participates in improvement teams.
• Additional duties as assigned.

QUALIFICATIONS / REQUIREMENTS

• Bachelor’s Degree in Business or related field
• 5+ years progressive customer service experience; or equivalent combination of education and experience
• 2+ years in a leadership role (direct or indirect); Prior managerial/supervisory experience preferred
• Periodic travel may be required.
• High degree of proficiency MS Office Suite, Outlook & Internet applications
• Operational experience using SAP/Salesforce
• Strong analytical, prioritizing, interpersonal, problem-solving, presentation, budgeting, project management (from conception to completion), & planning skills 
• Strong verbal and written communication skills (including analysis, interpretation, & reasoning)
• Solid understanding and application of mathematical concepts
• Ability to develop and maintain collaborative relationships with peers and colleagues across the organization, as well as, internal and external clients
• Ability to work well autonomously and within a team in a fast-paced and deadline-oriented environment.
• Ability to work with and influence peers and senior management
• Self-motivated with critical attention to detail, deadlines and reporting
   

PHYSICAL ASPECTS / WORK ENVIRONMENT

• Regularly required to stand; walk; sit; talk, hear and see.  
• Occasionally lift and/or move up to 10 pounds. 

* Reasonable accommodations may be made to enable individuals to perform the essential functions.

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