Customer Service Supervisor
The role oversees the daily workloads and quality within the customer service department, seeking out and participating in opportunities for operational enhancements. The individual addresses escalated concerns to help resolve issues and may directly support customers with complex or critical problems. They support the strategic development and implementation of customer experience programs and initiatives aimed at delivering a top-tier customer experience and providing timely, accurate support to internal and external customers. Facilitates cross-departmental collaboration to align customer delivery expectations across the organization.
Job Duties:
• Supervises the daily workflow of the Customer Service department and ensures that correct procedures are followed. Provide daily direction and communication to employees including reassigning department resources to balance workload as appropriate.
• Interview and evaluate prospective candidates for employment. Makes hiring recommendations.
• Responsible for training and development of employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
• Acts as a secondary contributor who provides training, mentorship, and direction to team members with less experience.
• Identifies opportunities for operational improvements and implements solutions.
• Collaborates with Customer Service Manager on goals for team members and provides support to reach those goals.
• Provide guidance to CS team members resolving issues with orders or customer communications.
• Creates, updates, and maintains reports related to customer orders in Demand Management: Customer open order reports, Export report, Inks report, etc.
• Ensures team members are appropriately and accurately logging information on customer interactions in company CRM system.
• Maintain the Automated order entry database in conjunction with IT and Customer Service team.
• Responds to and resolves escalated issues and/or unique or complex requests from internal and external customers.
• Establishes new accounts, reinstates inactive ones, and ensures account data is cleaned and validated.
• May facilitate customer onboarding.
• Reviews customer requests/complaints to ascertain cause of problem and recommends or initiates corrective measures to prevent future incidents.
• Build and maintain relationships with customers.
• Prepare and maintain procedures in company systems in accordance with company’s ISO 9001:2015 policies.
• Provides quarterly data on credits and cases processed for ISO registered product lines.
• Key member of Corrective Action Committee investigating and correcting customer issues, such as damaged product, incorrect product shipped, or quality issues.
• Analyze customer pain points by evaluating cases and customer feedback. Partners with the manager to develop and implement strategic plans.
• Participates in company continuous improvement activities.
• Participates in Commercial summit meetings.
• Back-up for Customer Service Reps in Export/Domestic as needed
• May be asked to assume responsibility of Customer Service Manager duties in their absence
• Other duties, as needed.
Requirements:
BA degree required.
5 years’ experience. Prior supervisory experience is needed.
Microsoft Office 365 Software (Word, Excel, PowerPoint).
Order processing systems.
ERP or SAP Software.
Customer Relationship Management system, INCOTERMS, Teams, Power BI or similar
Permanent with benefits
$75,000.00-80,000.00 plus bonus opportunity
8am-5pm
30 days in office training then hybrid work schedule would be determined
Elk Grove Village, IL 60007
Please send resumes to imarquez@elitestaffinginc.com
All employees of Elite Staffing must be 18 years or older and authorized to work in the United States.
Elite Staffing, Inc. is proud to be an equal opportunity employer. Our policy of equal employment opportunity is to recruit, hire, train and promote persons without regard to race, color, religion, national origin, sex, age, disability, handicap or any other protected status.CB3
