Supervisor Customer Service Job Description
Supervisor customer service
provides clear direction and communication to ensure compliance to the Collective Bargaining Agreement and Company Policies and Procedures.
Supervisor Customer Service Duties & Responsibilities
To write an effective supervisor customer service job description, begin by listing detailed duties, responsibilities and expectations. We have included supervisor customer service job description templates that you can modify and use.
Sample responsibilities for this position include:
Share information with staff, review team progress, and establish relationships with other teams to improve the knowledge base, reduce time on escalated inquiries
Responsible for directing issues relating to documenting employee performance objectives
Understand the dynamics of the team
Self-Motivated, able to resolve issues with minimal supervision
Coaches and mentors assigned staff regarding employee issues, customer service processes and techniques, and strategies to assess overall customer needs leading to increased revenue
Plan and lead activities of customer service to meet the needs of customers and support company operations
Define roles and responsibilities of SRM Coordinators to optimize team efficiency
Train new hires and retrain team on procedure changes
Oversee deployment of internal and external service resources in conjunction with field management team to maximize efficiency and meet customer needs
Address and resolve escalations from SRM Coordinators including system data problems, customer satisfaction issues and logistical questions
Supervisor Customer Service Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for Supervisor Customer Service
List any licenses or certifications required by the position: CSS, IRA, MRPT, ISO, ITIL, US, APICS, CPR, NISM, ISO17025
Education for Supervisor Customer Service
Typically a job would require a certain level of education.
Employers hiring for the supervisor customer service job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and High School Degree in Business, Education, Healthcare, Associates, Management, Communication, Business/Administration, General Education, Communications, Marketing
Skills for Supervisor Customer Service
Desired skills for supervisor customer service include:
Gift Registry process and that the Gift Registry is functional and operating
Customer service techniques and standards
Regulatory and safety policies and procedures
Store Support team procedures and policies
Collective bargaining agreements and related procedures
Policies and processes
MS Office
Profit drivers to work processes within own area
Outlook
SAP
Desired experience for supervisor customer service includes:
Requires heavy right and left hand coordination for the use of typewriter and/or personal computer
Openness to working in shifts , public holidays and weekends
Should be open to travel on short notice and relocation if required
5+ years of Customer Service experience, preferably in a distribution or supply chain environment
Cultivate and maintain working relationships with third-party dealer contacts, sales staff and service management team
Manage third-party service costs to keep monthly expenditures at or below targets set by senior management
Supervisor Customer Service Examples
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Supervisor Customer Service Job Description
Job Description Example
Our company is growing rapidly and is hiring for a supervisor customer service. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for supervisor customer service
- Responsible for setting and managing the customer service roadmap for defining and designing all aspects of process implementation for the division
- Work closely with Sales and other internal departments to ensure that all orders are correct, relationships are managed effectively and information is moved seamlessly among internal departments
- Responsible for reviewing data for direct reports to determine customer service outputs, maintaining accurate records and documents
- Schedule and facilitate regular monthly meetings with direct reports
- Participate in leadership communication meetings as mandated.Have a working knowledge of processes, tools and technology agents utilize daily
- Phone orders
- Perform mailing duties of advertisements, brochures, technical information
- Perform miscellaneous duties (filing, maintaining records)
- Analyze metrics such as call volume, inbound emails and live chat to effectively report to your representatives upper management to evaluate daily workload
- Handle all escalations professionally and with a sense of urgency to ensure customer satisfaction
Qualifications for supervisor customer service
- Strong customer service skills and focus problem solving skills
- Recruit by interviewing and making effective hiring recommendations and develop and implement process improvements, and effectively manage change to ensure departmental objectives are met
- Administer the policies of the company and ensuring customer service is provided by associates in a way that it will meet expectations
- Detailed understanding of state and federal debt collection regulations and statutory requirements collection and skip tracing techniques
- In-house Leadership Development Strong leadership skills in coaching, motivation, development, team building and mentoring, performance management
- Solid overall understanding of Operations, including understanding processing workflows, policies
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Supervisor Customer Service Job Description
Job Description Example
Our innovative and growing company is looking to fill the role of supervisor customer service. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for supervisor customer service
- Complaint management and collaboration with lab and support teams to resolve complaints
- Manage 6-10 Customer Service Representatives
- Assist and train personnel from in Outside Customer Service Offices
- Train sales force and customer service on ME products and procedures
- Establishes performance requirements and personal development targets for the team
- Leads team- guides, coaches, and develops team members focusing on effectiveness and efficiencies to optimize service levels and affect contact center culture
- Coordinating and conforming with the operational aspects of The Company's Core Excellence Program and audit regularly to ensure full compliance
- Providing assistance to the General Manager on reporting function/ presentations
- Knowledge of PPE products an asset
- Requires experience in guiding, training and mentoring individuals and good customer service skills
Qualifications for supervisor customer service
- Review invoice queries working with CS and AR teams during regular meetings, providing feedback and creating accountability within the two groups
- Monitor and report on KPIs for phone calls, outbound shipments, collections, order entry, cycle times, credits, Siebel complaints
- Analyse credit note reason codes to find root cause of persistent issues for feedback to CS team to drive accountability
- Monitor outstanding H+ and allocating resource where necessary
- Provide back up Sales Support and Logistics functions where required
- Provide continuous training to the team to improve knowledge on handling the shared inbox, orders, H+, Stock Sync, Returns
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Supervisor Customer Service Job Description
Job Description Example
Our company is growing rapidly and is looking to fill the role of supervisor customer service. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for supervisor customer service
- Review and analyze call center reports to provide input for operational purposes
- Recommend, initiate, and lead new projects to improve internal processes
- Support current call center representatives by handling escalated customer issues to demonstrate complete client satisfaction
- Responsible for team work schedules, PTO, staffing levels to ensure customer calls, fax orders, e-mail requests and other forms of external and internal customer contact and requests are handled appropriately and within defined goals
- Participates in the creation of department and individual goals and objectives and drives performance to reach goals Supervises the work of staff members, including monitoring and evaluating daily performance
- Ensures that all customer service employees are trained and documentation meets the division quality standards
- Communicate and coordinate the various aspects of branch operations required to ensure compliance with established policies and procedures, local, state and federal laws and guidelines (Worker's Compensation, Unemployment, Human Resources, Legal, WOTC)
- Oversees teams of Customer Service Representatives who handle customer service inquiries and problems via the phone and/or email
- Develop training materials for member services team
- Train staff on all aspects of Member Services support to panelists
Qualifications for supervisor customer service
- Ability to see letters and numbers on a personal computer screen and other documents
- Demonstrated desire and willingness to train new teammates and provide ongoing mentoring and coaching for all teammates
- Credible and savvy operator who will be perceived as a trusted consultant and functional expert to senior management, an influential advisor
- Inputs prescriptions
- Responsible to run reports
- Ability to work effectively within a team cross-functionally in a fast-paced changing environment
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Supervisor Customer Service Job Description
Job Description Example
Our company is growing rapidly and is looking for a supervisor customer service. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for supervisor customer service
- Support Call Center manager in handling escalations from Customers, Sales, Service Management, out of state accounts and vendors
- To manage the order management process within the regional / country based and Omni channel Customer Care Team and assigned markets all incoming customer phone calls and requests
- Coaching and mentoring of individuals to support their ongoing development against the company behavioral framework
- To undertake the duties of a Customer Care Adm
- Proactively communicate with Galena Park Control Center vessel and barge Schedulers, Pipeline Schedulers, Maintenance Schedulers, Inventory CRS’s, Operations personnel and customers
- Responsible for supervision of truck and rail desk Customer Service Representatives
- Build relationships with customers based on trust
- Develop plans for scheduling customer’s future activity
- Spend time in the Galena Park terminal to know our operations and asset capabilities
- Conduct audits for data integrity compliance
Qualifications for supervisor customer service
- Inbound\Outbound and Customer Service experience (Preferred)
- Proficient in current call quality monitoring system or subsystems (Required-Functional)
- Travel as needed to meet with key customers and sales force to identify and incorporate service improvement opportunities
- Manage and maintain distribution/maintenance of price sheets for insides/outside personnel
- Minimum of 2 years experience in a call center or Managed Care environment
- Ability to operate computer programs
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Supervisor Customer Service Job Description
Job Description Example
Our growing company is searching for experienced candidates for the position of supervisor customer service. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for supervisor customer service
- Identify the developmental needs of the team then provide coaching and mentoring to improve their knowledge or skills
- Assist Manager in achieving overall objectives in creating superior performance for the business
- Proactively provide alternative solutions and use problem solving tools to meet customer requests
- Supervises Customer Service Representatives performing customer service activities including responding to service inquiries, retaining existing accounts, and problem resolution including, but is not limited to, hiring, training, and coaching representatives
- Monitors and assesses the department’s operational performance and trends to adjust activities as appropriate
- Managing schedules of multiple customer service representative teams
- Monitoring timing and attendance of CSR teams
- Responsible for the CSR team providing daily quality experiences to customers via measurable KPIs
- Developing team members through coaching and performance feedback, providing effective performance assessments, and establishing performance development plans
- Handling escalated customer inquiries and resolving issues that require additional resolution steps, presenting resolutions to managers, and exceeding customer expectations
Qualifications for supervisor customer service
- Ability to stand for a long period of time on a continuous basis and deliver training sessions on a back to back basis
- 5+ years related work experience in order fulfillment, call center, or sales administration
- Experience working within a complex matrix organization supporting key stakeholders at all levels and across various disciplines
- 2-3 years supervisory experience required, or internal equivalent
- Local travel and overnight travel as required
- Experience in the Supervision or management of a problem resolution call center environment, preferred, and coupled with demonstrated experience in process improvement, project management and quality assurance