The Customer Service Supervisor is responsible for ensuring Customer Service Representatives are providing effective customer service and serving as a key contributor to the company by supporting operations and the sales teams.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Manage daily work flows of plant Customer Service Representatives (CSR)
Works on large scale projects (lift/shift, Epod, electronic returns app)
Interview/select Customer Service Representatives per need of designated plants.
Provide training, coaching and regular feedback to CSR's including annual performance review
Track and report on any floor sample, pre-build, or at risk account daily as needed regardless of channel
Coordinates communication from COS managers to CSR's to operations as needed Handles all escalations from Sales, Dealers, or Plant Operations
Backup coverage of CSR through buddy plant functionality in SalesForce
Review of SalesForce Order & Inquiry's Queues throughout the day
Daily monitoring of workload and response time in SalesForce
Partnering with local Ops Manager and VP Operations on communicating plant specific events that will impact customers
Communicating customer specific requests received from Customer SC Mangers to Operations within their region.
Coordinating daily reporting on order status and pushed order details
POSITION QUALIFICATIONS/ FUNCTIONAL SKILLS/ COMPETENCIES:
Strategically address issues that negatively impact customer experience
Balances conflicting demands and seeks mutually agreeable solutions
Influence others and drive cross-functional alignment.
Build strong, collaborative relationships with internal and external business partners.
Work effectively in a constantly changing, fast paced team environment.
Manage your own schedule and exhibit flexibility to support multiple projects while meeting all deadlines.
EDUCATION / EXPERIENCE:
4 yeardegree or equivalent experience
Minimum 2-5 years' experience in Customer Service supervisory/lead role, preferably within an order fulfillment role in the telecommunications, call center and/or manufacturing industry
Highly Professional in form as well as in both verbal and written communication
Occasional travelrequired to SSB locations
JOB FACTORS/WORK ENVIRONMENT:
50 % travel to plants of responsibility in region
Work primarily sedentary in nature
Plant Operations Leadership, Account Managers, Logistics Team, Sales team
This job description is not intended to be an exhaustive list of all duties or responsibilitiesassociated with the job. Other job-related duties may be assigned.
An Affirmative Action Equal Opportunity Employer * Drug-Free Working Environment