Customer Service Supervisor- Motor

Description

JOB PURPOSE:

Supervises the day-to-day operations of Customer Service to ensure company goals and strategies are achieved by consistently providing excellent customer service. Supervises the departmental workflow and productivity to ensure consistent service and goal attainment.

JOB DUTIES:

Supervises the daily operation of Customer Service to assure that all customer contacts (phone, email, fax, Internet, etc.) are responded to efficiently, professionally and within goal. (a.) Guides the Leads in planning, preparing and developing work schedules, including flexible staffing plans and better utilization of home-based associates according to workload and budget. (b.) Makes recommendations to manangement concerning improvement of processes and procedures. (c.) Benchmarks with other companies and vendors to share best practices and identify ways to improve processes and contact center technologies for application at SWF. (d.) Stays updated on contact center technologies and makes recommendations to better utilize current technologies and/or implement new technologies to cost effectively service our customers. (e.) Improves customer service quality by studying, evaluating, and re-designing processes; establishes and communicates service metrics; monitors and analyzes results; implements changes. (g.) Achieves customer service departmental goals by providing guidance, coaching, motivation and monitoring of performance to asssure adherence to organizational procedures and policies. (h.) Assists in the hiring and discharging of employees. (i.) Assists in the development and implementation of "best practice" processes across the organization to ensure efficiency resulting in reduced costs and improved customer service. (j.) Reviews and checks work of direct subordinates such as reports, records, etc., as needed, to ensure accuracy and content accuracy. Tracks and interprets customer data to identify trends or problem areas and makes recommendations to the appropriate resource, including the Director of Customer Service, regarding methods, practices and procedures to address for continuous improvement. Leads by example through coaching and mentoring activities. Continually identifies opportunities for associate development to improve performance and improve retention by encouraging and supporting associate participation on teams, problem solving to enhance skills that assist in improving efficiency, reducing waste, improving quality and prepare them for advancement opportunities.

Requirements

BA/BS in Business or related field.

At least 5 years of experience in customer support operations.

At least 3 years as a manager with well developed inter-personal, customer communication, problem-solving and leadership skills comfortable presenting to executives as well as front-line staff. 

Previous experience working with AI-assisted customer service, AI automation and motorized technology is highly desired.

Excellent time management, project management and organizational skills.

Ability to monitor and control numerous concurrent tasks in tandem.

Knowledge of and experience with measuring and improving customer satisfaction and loyalty across functional areas and diverse customer base.

Detail and service oriented individual.

Experience using and improving ACD, e-commerce and other systems for optimizing customer service.

Experience with CRM or ERP is a PLUS Excellent written/verbal communication skills.

Knowledge of Microsoft Office Suite required.

Highly motivated and successful individual who can build and maintain a positive, challenging and dynamic work environment for his/her teams. Knowledge of E-commerce systems desirable.