Vacancy expired!
The Customer Service Supervisor manages a small team of customer service representatives and ensures service levels are met or exceeded. Establish efficient and balanced work flows that maximize efficiency and produce high levels of service quality and customer satisfaction. Monitor and measure service metrics and utilize to develop standards, improvements, or changes to process. Make recommendations for changes to products or services based on customer feedback and requests.
Duties and Responsibilities include:
-Lead the Customer Service Daily Management meetings and ensure the appropriate data is collected and revising the metrics as needed.
-Disseminate information to the team and forwards information to management in a timely manner.
-Work closely with team members to resolve customer problems and report issues and resolutions as appropriate.
-Monitor and measure customer service metrics and utilize to develop standards, improvements, or changes to process. Propose recommendations regarding changes to products or services based on customer feedback and requests.
-Train and coach staff with regards to standard policies, procedures, and best practices. Identifies opportunities for operational improvements and implements solutions.
-Resolve day-to-day process issues.
-Manage, maintain, and update customer accounts
-Resolve customer complaints seek assistance from additional departments or management when necessary.
-Interface with other departments, as needed, on all sales and customer service related issues.
-Continue to develop technical expertise for products and applications.
-Assist CSRs with questions regarding products, functions, and procedures.
-Assist CSRs resolve a customer complaint or problem when escalated.
-Assist CSRs with order receipt, entry, management, and issue resolutions
-Update written procedures related to Customer Service Department.
-Supervise the management of inbound customer communications i.e. voicemails and e-mails.
Our ideal candidate will have the following:
-Bachelors degree (preferred, not required)
-Three years experience in a supervisory role or one year supervisory experience plus four years experience in a business consulting or analyst role
-Four years experience in a manufacturing support environment preferred or customer service/call center environment preferred
-Experience in FDA regulated industry preferred
-Advanced knowledge and skill with Microsoft Office programs including advanced Excel skills including pivot tables and data analysis
-Knowledge and experienced use of modern Enterprise Resource Planning (ERP) and Customer Relationship Management (CRM) systems
-Effective communication skills
-Ability to focus on continuous improvement
-Ability to take initiative and leadership on projects and tasks
-Ability to meet deadlines
To apply please send your resume and pay expectation.
Our hiring process starts with an initial phone interview with a Recruiter, then an onsite interview with the Hiring Manager and Team.
