Customer Service Supervisor
Customer Service Supervisor
Posted on :
24-04-2024
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Monthly Salary
Not Disclosed
Salary Not Disclosed
Posted on :
24-04-2024
Job Description
Lakeside HR Group has been engaged to recruit a Customer Service Supervisor. This client is a wholesale manufacturer and distributor of giftware offering both traditional and contemporary Christmas Easter Halloween Harvest and Birthday. In addition to our holiday offerings we have a wide range of innovative everyday products.
We are currently seeking an experienced candidate to join our team as Customer Service Supervisor. This position requires a patient friendly yet assertive person to manage the customer service team and assist our customers by phone and electronically. The ideal employee is someone who enjoys working in a small environment where every employee can make a difference. If you are organized have a great attitude and are passionate about challenging work and excellent results we want you!
POSITION DESCRIPTION / PRIMARY OBJECTIVE
The Customer Service Supervisor will manage the activities of the Customer Service department through coaching and mentoring to ensure the highest levels of customer satisfaction are achieved through defining and developing service methods and problemsolving strategies.
This will include but is not limited to hiring training and supervising staff. You will lead and develop continuous improvement initiatives implement change to enhance the customers’ experience establish controlrelated standards and drive for department success.
ESSENTIAL FUNCTIONS
MINIMUM REQUIREMENTS
We are currently seeking an experienced candidate to join our team as Customer Service Supervisor. This position requires a patient friendly yet assertive person to manage the customer service team and assist our customers by phone and electronically. The ideal employee is someone who enjoys working in a small environment where every employee can make a difference. If you are organized have a great attitude and are passionate about challenging work and excellent results we want you!
POSITION DESCRIPTION / PRIMARY OBJECTIVE
The Customer Service Supervisor will manage the activities of the Customer Service department through coaching and mentoring to ensure the highest levels of customer satisfaction are achieved through defining and developing service methods and problemsolving strategies.
This will include but is not limited to hiring training and supervising staff. You will lead and develop continuous improvement initiatives implement change to enhance the customers’ experience establish controlrelated standards and drive for department success.
ESSENTIAL FUNCTIONS
- Manage and oversee the team members
- Train coach and evaluate customer service representatives
- Back up for incoming customer service calls during high volume periods
- Organize work schedules
- Assist customer service team in managing customer inquiries and complaints
- Analyze customer feedback and develop strategies to improve service
- Manage the return process including warehouse communication and issuing call tags
- Manage order reporting and order management
- Manage team metrics and implement additional metrics as required
- Display leadership and contribute to positive organizational culture
- Communicate critical issues early and often
- Ongoing assistance with NetSuite implementation
- Process Improvement
- Adhere to industry professional standards
- Maintain a strong work ethic that ensures honesty conscientiousness and dependability
- Adapt and adjust to work environment of change and multiple deadlines
MINIMUM REQUIREMENTS
- Bachelor’s Degree preferred or related work experience
- 3 years of customer service management experience preferred
- Knowledge of ERP systems NetSuite experience preferred
- Strong written and oral communication
- Ability to work effectively with others to meet organizational goals
- Work independently with limited supervision
- Manage multiple and changing priorities
- Efficient organizational and planning skills
- Ability and willingness to respond constructively to rapid change
- Computer proficiency; MS365 Teams advanced Excel
Employment Type
Full Time
Key Skills
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