Customer Service Supervisor I - 1st Shift

SUMMARY

Manages customer service staff to ensure a 5-Star Customer Service experience is received by all customers. Plans, coordinates and controls the activities of the customer service team to maintain and enhance customer service relationships and meet organizational and operational objectives.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

• Trains, hires and manages the customer service team with various experience levels, ensuring customers have a satisfactory experience whether by phone, email or other methods in a timely manner.
• Leads team to address complaints concerning billing or service rendered, referring complaints of service failures to designated departments for investigation and offers solutions to upper management in a monthly report.
• Handles complex and escalated customer service issues.
• Reviews transactions daily to ensure proper billing of reported errors.
• Identifies and implements strategies to improve quality of service, productivity and profitability.
• Tests and troubleshoots all current and future computer programs and applications that impact customer service and customers.
• Manages the customer service team, ensuring productivity standards are met.
• Supports both inside sales teams by assisting where needed and executing tasks as directed by the Inside Sales Manager.
• Supports positive employee relations, fair treatment and respect in all aspects of interaction with employees; address employee concerns/requests in a timely and caring manner; insures all employees and ideas are respected and valued, and their unique and diverse perspectives are leveraged to improve business results.
• Complies with safety and GMP requirements.

SAFETY RESPONSIBILITY STATEMENT

Supports a culture of safety; follows all workplace health and safety procedures. Responsible for safety performance in respective area. Ensures the implementation of, adherence to, and enforcement of workplace health and safety requirements. Ensures activities are completed to promote and enforce safe behaviors by supervisors and employees. Ensures injury prevention efforts are effectively implemented. Fulfills responsibilities as outlined in the company safety management plan.