Customer Service Supervisor

Brief Description

The Customer Service Supervisor shall be responsible for the day-to-day management of customer service process via one-on-one supervision of Customer Service Specialists. The nature of this position requires direct contact with customers and with company staff who support the ordering, delivery, billing and customer satisfaction process.

The Customer Service Supervisor shall be responsible for the day-to-day management of customer service process via one-on-one supervision of Customer Service Specialists. The nature of this position requires direct contact with customers and with company staff who support the ordering, delivery, billing and customer satisfaction process.

• Possesses a high school diploma or equivalent
• Possesses advanced skills in reading for information, mathematics, locating information, listening, written and verbal communications
• Ability to work effectively with company staff and customers
• Ability to work independently and manage work tasks effectively
• Knowledge of Windows, Microsoft Word and Excel, order processing and internet software
• Organizational and prioritization skills are a must
• In Office environment:
  Requires ability to sit for extended periods of time with frequent hand & finger dexterity. Continuous ability for near/far vision and hearing.

• Manages a multi-disciplinary, multi-shift team of customer service specialists.
• Trains, coaches, supervises, and develops teammates to achieve company objectives.
• Manages a customer service team and will be responsible for the overall direction, training, coordination, performance, and evaluation of this team.
• Embraces performance management
• Drives efficiencies through process and procedure changes
• Provides metrics & feedback to individual/team/upper management
• Ensures high-quality, positive, memorable customer service is provided to ALL customers
• Assists other company departments with questions/problems associated with customer activities and issues.
• Decision making and judgement that always place HCL and business needs first.
• Create and maintain a professional work environment so team members are motivated and challenged to perform at their highest levels.
• Maintains effective communication with departments including Accounting, Resource, Human Resources, Manufacturing and Shipping, etc.
• Executes special projects as assigned.