Customer Service Supervisor
Customer Service Supervisor
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1 Vacancy
Job Description
Job Summary
CompanyXpedxLocationAtlanta GA 30318Job TypeFull TimeEmployeeYears of Experience5 to 7 YearsEducation LevelBachelors DegreeCareer LevelManager (Manager/Supervisor of Staff)Customer Service Supervisor
About the Job
Job Responsibilities
Ensures that the Customer Service team uses proper telephone etiquette and techniques to answer customer calls in a timely polite and professional manner.
Maximize team productivity to meet established goals (key metric).Includes support of established eCommerce goals and integration of eCommerce into daily operations.
Coach counsel and discipline employees as for conducting verbal and written performance appraisals in a timely and appropriate manner.
Responsible for the growth and development of department personnel.
Work closely with customer service reps to ensure timely order entry confirmation and delivery status of orders.
Oversee daily department workflow to maintain a consistent rhythm and best utilize time.
Promote time management during crunch times.
Resolve service effectively with other departments and divisions to communicate and implement new procedures.
Direct the use of xpedx computer based systems to maximize productivity.
Assist in achieving department performance measurements and scorecards.
Implement IP/xpedx policies and procedures according to company guidelines for assigned areas of responsibility.
Knowledgeable of safety work practices and assures all duties are performed in a safe division safety in regular safety meetings; complete and review safety incident reports as necessary; recommend changes to assist in maintaining a safe working environment.
Oversee training of new customer service representatives.
Prioritize efforts of customer service representatives to ensure all orders are processed to meet service expectations.
Assist in the recruitment and selection of new hires within the department.
Work with other team leaders and management to ensure consistent customer service within established guidelines.
Assist management to establish performance goals and conduct regular one-on-one meeting and annual performance review with employees in conjunction with management.
Monitor Cisco call center software to ensure team is managing call flow appropriately
Manage department vacation calendar
Performs other duties as assigned.
Required Experience:
Manager
Employment Type
Full Time
