Customer Service Supervisor
Since 1985, our core business has been enteral device product development, design, manufacturing, and engineering in a state-of-the-art facility near Cleveland, Ohio. AMT’s steady growth consistently creates job opportunities in Northeast Ohio. We are always searching for new talent and would love for you to join our team! We strive to keep the small company feeling while still reaching users all over the globe.
Position Summary:
Supervise, train and support all customer service representatives.
This position is 100% on-site in Brecksville, OH.
Duties and Responsibilities: This list is not comprehensive but meant to represent the most common or important duties of the position. Other duties are required and/or assigned.
- Manage and train customer service reps.
- Obtain extensive knowledge of AMT’s product line and company policies.
- Oversee daily CS activity: Phone calls, order entry, invoicing, email inbox, etc.
- Troubleshoot/problem solve with customers via phone and email.
- Obtain feedback from customers regarding product and service performance.
- Returned Goods Authorization/ Product Complaints: Reporting in the ERP system and follow up with customers.
- Perform annual performance reviews of all CS reps.
- Collaborate with other departments to resolve complex issues and improve processes.
- Must be a team player with excellent communication skills.
- Handle daily invoicing.
- Conduct regular team meetings to share updates, provide coaching, and reinforce service goals.
- Run ERP system reports and work closely with the finance department for credits and setting up new accounts.
- Handle escalated customer issues with professionalism and resolution-focused communication.
- Maintain and update accounts in the ERP system.
- Prepare and present reports on team performance, customer satisfaction, and service trends.
- Monitor performance metrics, call quality and response times to ensure service excellence.
- Foster a positive and customer-centric culture within the team.
- Supervise, train, and mentor a team of customer service representatives.
- Other duties as assigned.
Supervisory Responsibilities:
Supervise, train and support all customer service representatives.