Job Title: CUSTOMER SERVICE SUPERVISOR REPORTS TO: VP Profit & Productivity Improvement HOURS: Full Time, Monday thru Friday, 7 a.m. – 5 p.m. (varies within these parameters) Occasional Sundays (2 p.m. – 5 pm.) and Holidays (part and/or full days; rotating) STARTING WAGE: $23-$25/hour depending on experience
Position Summary This is a working supervisory position focused on training, developing, and implementing both operations and policies. Responsibilities include the oversight of a Customer service team with the goal of Customer satisfaction. You would work closely with the sales management, operations, warehouse, and sales department staff to ensure proper execution and development of all processes.
PRINCIPAL DUTIES AND RESPONSIBILITES
Coordinate the day-to-day station operations by leading and organizing the activities of Customer Service Representatives, maintaining a positive working environment and on-time dependability.
Train, guide and evaluate new team members, including new hire training.
Responsible for scheduling and manpower utilization within budgetary restrictions, ensuring adequate operational coverage.
Conduct Customer Service Representatives observations; provide corrective training when needed.
Investigate and resolve operational issues as well as Customer service matters.
Maintain records such as time and attendance, personnel files and performance, working closely with management and the Human Resources Department.
Perform Customer Service Representative responsibilities, as necessary.
Adhere to company’s principles and values; ensure compliance with policies and procedures.
Create and maintain weekly and monthly reports and surveys as directed.
Audit Customer service procedures and determine system and procedural improvements.
Improve Customer service quality results by studying, evaluating, and re-designing processes, and establishing and communicating service metrics; monitor and analyze results.
Implement production, productivity, quality and Customer service standards.
Complete other duties as assigned.
Work Relationships and Scope: Service all accounts in accordance with prescribed procedures and programs. Work with DSR's, management, office and warehouse personnel in resolving problems associated with products, service etc. Convey a favorable company image to the trade and general public. All requirements are subject to change over time at the discretion of management, and to possible modification to reasonably accommodate individuals with a disability.
Performance Measures:
Utilize and apply all professional selling tools available at IFD. This includes, but is not limited to product catalogs, customer usage reports, current sales and point of sales data and product information books as well as office equipment such as calculators, copy machine and computers and printers.
Accomplish, on an annual basis, further education, training, and enrichment which contributes to the success and continued improvement of the job functions and enhances job performance.
Regular, consistent, and punctual attendance in accordance with company policy.
Knowledge, Skills and Abilities Required:
5+ years customer service experience in an office environment.
3+ years leading and managing a customer service team.
Knowledge of Microsoft Word, Excel, and Outlook required.
Excellent verbal and written communication skills; the ability to work with a variety of personalities, including difficult ones.
Ability to problem solve and use critical thinking skills to deliver strategic, effective results.
Maintain a professional company and personal image. This includes maintaining a high degree of personal organization regarding telephone appointments and follow up on Customer requests and inquiries as well as the use of appropriate email and telephone manners and finesse. Must also work effectively and accurately with time pressures. Math, oral & written communication, computer skills, and people skills are required. English speaking proficiency required.
Working Conditions: Work is normally performed in a typical interior office environment. Hours of work may vary to include Sundays and holidays; therefore, candidate must be flexible in scheduling. There may be some variation in work hours due to employee shift schedules, special projects, deadlines, and other concerns. Limited physical effort required. Very limited exposure to physical risk. Casual attire as outlined by company policy.
