Customer Service Supervisor- Motor

Supervisor Of Customer Service

Mecho Systems is the worlds leading designer, manufacturer, and marketer of manual, motorized and automated solar-shading systems. The company provides innovative solutions for the design challenges of sustainability and Window Management to the Architectural, Interior Design, and Engineering Communities. The headquarters of Mecho Systems, which employs over 500 people worldwide, is located in Long Island City, N.Y., with manufacturing facilities in the U.S. and the U.K. (Phoenix, Az.,

Edison, N.J., and Milton Keynes). We are currently looking for a Supervisor of Customer Service.

Areas of responsibility include Call Center;
Claims Department and International Customer Support. Assist the hiring, development, retention, and performance of the customer service team. Aid the strategic and operating plans that support the Mecho Systems operations. Ensure key performance metrics, including call center statistics, response times, order accuracy, ecommerce utilization, and customer satisfaction measures are defined and achieved. Interface with key internal teams including manufacturing, sales, operations, marketing and logistics.

Contribute to the development of infrastructure, processes, and systems to increase the quality and efficiency of support to Mecho Systems customers and sales staff. Participant in the overall improvement of customer service policies, processes and standards. Establish Customer Outreach Programs to maximize strong customer service and satisfaction. Monitor daily employee activities and evaluate individual and department level performance levels.

BA/BS in Business or related field, and/or BS/MS degree in Life Sciences. 5-10 years of experience in customer support operations. Seasoned manager with well developed inter-personal, customer communication, problem-solving and leadership skills comfortable presenting to executives as well as front-line staff. 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.