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
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
OTHER RESPONSIBILITIES
Ongoing assistance with NetSuite implementation
Process Improvement
OTHER EXPECTATIONS
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
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