Supervisor, Customer Service - SOTF - US

Supervisor, Customer Service - SOTF - US

01 Feb 2024
Georgia, Kennesaw, 30144 Kennesaw USA

Supervisor, Customer Service - SOTF - US

Company: US1411 SOTF, LLCZip Code:30144Minimum Level of Education:High School or EquivalentMinimum Years of Experience:2 YearsEmployment Type:Full TimeTravel Percentage:COMPENSATION INFORMATION:The pay range provided is not indicative of Sysco's actual pay range but is merely algorithmic and provided for generalized comparison. Factors that may be used to determine rate of pay include specific skills, work location, work experience and other individualized factorsJOB SUMMARYThe Customer Experience Supervisor assists in the supervision of the department. They also train, coach, and mentor colleagues on how to achieve the best customer service possible for our clients.RESPONSIBILITIES

Assist CX Manager and Director in the oversight of the CX team.

Demonstrates ownership of customer and internal requests with follow through, documentation and complete resolution.

Isolate and identify operating policy and procedural improvements and work with manager to implement.

Oversees and assesses customer experience activities, providing timely, appropriate performance related feedback.

Strategize, monitor and remain intimate with the daily operations of the customer experience department for optimal efficiency and customer experiences.

Collaborate with leadership team to develop and implement decisions and change that affect the customer experience department.Analyze data and statistics, report findings and make improvement recommendations.

Assist in the interview process of Customer Service candidates.

Manage escalated or difficult issues and escalate to Manager/Director when issue exceeds the Customer Experience Supervisor's authority.

Works closely with CX Manager and CX Lead to ensure consistency in training, processes, policies and procedures.

Present a professional image at all times to customers, vendors and co-workers.

Must be able to facilitate functions as described in all levels of CX job descriptions.

Assist customer experience team with priority issues.

Monitor, track, and report on the productivity, performance, and quality of the customer experience team and provide feedback and coaching where appropriate.

Guide, motivate and support Customer Experience Team to achieve a consistent level of performance as well as department goals and metrics.

Ensure all Customer Experience Team Members are current on all procedures, policies and guidelines through training and communication.

Proactively identify and communicate areas of department, training and process improvements needed and for areas of company growth.

Manage projects.

Work under minimal supervision.

Report any system or product inaccuracies.

Follow company policies and procedures.

Performs other all duties as assigned.

QUALIFICATIONS:Basic Qualifications:

High school diploma or equivalent

Minimum 2 to 5 years' experience in customer service, or related transferable skills.

Customer centric and Internet savvy.

Strong MS Office skills.

Preferred Qualifications:

Associates or Bachelor's degree

Leadership experience

Restaurant supply/commercial food service experience

Familiar with using an Automatic Call Distribution system.

Bilingual Spanish

Professional Skills:

Supervisor should be able to work under minimal supervision and have experience managing projects.

Emulates professionalism for others to model.

Superior time-management skills.

Ability to multi-task and stay focused on critical objectives.

A positive, can-do attitude is a must.

Able to work in a fast paced, closely integrated team in which customer delight, communication, teamwork and flexibility are essential.

Ability to write short correspondence.

Ability to accurately spell.

Ability to speak and write English in a clear, understandable manner.

Ability to accurately follow detailed procedures and processes.

Ability to work with a diverse group of people.

Ability to work comfortably under pressure.

Ability to work independently and with a group on various on-going projects simultaneously.

Must be able to perform basic arithmetic calculations (e.g., addition, subtraction, multiplication, division, and percentage functions.)

Ability to concentrate for extended periods of time.

Excellent oral and written communication skills.

Ability to plan and organize time and projects efficiently.

Excellent critical thinking and problem solving skills

Ability to exchange and furnish information requiring detailed explanations and maintain active discussions with customers and other work groups.

Ability to act in an ethical, honest and professional manner at all times.

Desire to work independently as well as in a team environment.

Maintain discretion with all company information regarding customers, pricing, products, and procedures.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Must be able to sit for prolonged periods of time.

Must be able to bend, reach and stoop occasionally to reach file cabinets, boxes, etc.

Must be able to look at a computer screen for prolonged periods of time and type.

Requires the ability to read written instructions, reports and other documentation.

The employee must occasionally lift, carry and/or move up to 30 pounds.

Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

The employee frequently is required to talk or hear.

The noise level in the work environment is usually light to moderate.

Working Conditions:The above information on this description has been designed to indicate the general nature and level of work performed by associates within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of associates assigned to this job.To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.BENEFITS INFORMATION:For information on Sysco's Benefits, please visit https://SyscoBenefits.comOVERVIEW:Sysco is the global leader in foodservice distribution. With over 71,000 colleagues and a fleet of over 13,000 vehicles, Sysco operates approximately 333 distribution facilities worldwide and serves more than 700,000 customer locations.We offer our colleagues the opportunity to grow personally and professionally, to contribute to the success of a dynamic organization, and to serve others in a manner that exceeds their expectations. We're looking for talented, hard-working individuals to join our team. Come grow with us and let us show you why Sysco is at the heart of food and service.AFFIRMATIVE ACTION STATEMENT:Applicants must be currently authorized to work in the United States.We are proud to be an Equal Opportunity and Affirmative Action employer, and consider qualified applicants without regard to race, color, creed, religion, ancestry, national origin, sex, sexual orientation, gender identity, age, disability, veteran status or any other protected factor under federal, state or local law.This opportunity is available through Sysco Corporation, its subsidiaries and affiliates.

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