Customer Service Supervisor

SUMMARY

Customer Service Supervisor, manages and oversees a team of customer service representatives within the organization. The primary role is to ensure that the customer service team delivers excellent service to customers, resolves their inquiries, issues, and maintains a high level of customer satisfaction.

KEY PERFORMANCE INDICATORS (KPIs)

• Maintain or exceed NPS target annually. Track using Bowling chart.
• Reduce order entry errors, target less than 2 a month, RMA return reason code, monthly.

ESSENTIAL FUNCTIONS

• Responsible for training and leading a team of customer service representatives.
• Ensure that the team is well-equipped to handle customer inquiries effectively.
• Handle escalated customer issues that cannot be resolved by front-line representatives.
• Provide ongoing training and development opportunities to team members to keep them up to date with product knowledge, customer service best practices, and communication skills.
• Ensure that team members adhere to company policies and procedures.
• Setting performance goals and expectations for the team.
• Collaborate with other departments to implement process improvements.
• Serve as a point of contact between the customer service team and upper management.
• Promoting a positive work environment and fostering team morale.

EDUCATION & EXPERIENCE

• High School Diploma or Equivalent
• Prior customer experience and leadership is a must.

KNOWLEDGE & SKILLS

• Strong leadership, communication, and interpersonal skills
• Experienced in Microsoft Office products as well as MRP/ERP systems.
• Effective time management and organizational skills
• Ability to assess situations, identify root causes, and implement effective solutions.
• A deep understanding of the importance of customer satisfaction and the ability to instill a customer-focused culture within the team.