Customer Service Supervisor
Customer Service Supervisor
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Salary Not Disclosed
1 Vacancy
Job Description
Overview
Minco is a global provider of thermal solutions temperature sensing and control solutions and flex circuit solutions for medical aerospace defense oil and gas power generation and other highreliability applications. Our experienced team couples advanced product technologies expert design and engineering services and a deep understanding of our customers applications to provide comprehensive solutions that meet exacting requirements for quality reliability and performance.
Minco is seeking a Customer Service Supervisor to oversee the daily operations of the customer service department and coordinate with upper management to find ways to enhance their customer service objectives among their employees.
Responsibilities
- Develop manage and motivate a team of customer service representatives assign tasks provide coaching and performance feedback to achieve customer service objectives ensuring the team delivers timely and effective support.
- Establish and track key performance indicators (KPIs) related to customer service such as quote and order turnaround time customer satisfaction ratings and revenue growth objectives. Communicate the KPIs to the customer service team and compile data to make assessments of the departments progress.
- Analyze customer feedback to identify trends address recurring issues and implement improvements to enhance customer experience.
- Train the customer service team to ensure they have the knowledge to communicate effectively with customers regarding products and services that may satisfy their needs and assist with selling additional products.
- Directly oversee complex customer issues escalate when necessary and ensure a timely resolution to maintain customer satisfaction.
- Perform a variety of customer service duties such as quoting order processing providing technical assistance and guidance regarding products and specifications.
- Build customer relationships and serve as a key contact between sales personnel and customers.
- Identify opportunities to streamline customer service processes to optimize workflows for efficiency.
Qualifications
Professional Skills Required
- Excellent verbal and written communication to effectively interact with customers and team members.
- Ability to manage motivate coach and mentor a team to achieve goals.
- Ability to effectively oversee difficult customer situations and deescalate conflicts.
- Handling and resolving conflict within groups.
- Performing applicable customer service and related sales activities.
- Developing and implementing operational policies and procedures.
- Developing and analyzing applicable customer service reports.
- Coordinating projects and operations with other functions and management.
- Identifying and solving problems and recommending solutions.
- Understanding of basic sales and marketing principles.
- Understanding of ERP system operation and requirements.
- PC skills; Microsoft Office applications (Word Excel PowerPoint); and other applicable applications.
- Communicating with coworkers to provide and receive directions.
Qualifications
- A minimum of seven years of customer service experience.
- A minimum of two years in a supervisory role.
- High school graduate or GED equivalent.
Work Environment
- General office environment.
Required Experience:
Manager
Employment Type
Full-Time
