Supervisor, Customer Service
Posted
Primary Responsibility:
Maintains and enhances customer services by organizing and evaluating service and delivery systems and procedures; supervising staff.
Essential Functions:
- Investigate problems and find solutions.
- Communicates with customers via phone and e-mail.
- Handles major incidents that cannot be handled by customer service representatives.
- Analyze data and statistics, compile and print reports.
- Coordinate and communicate with management and Kroger officials on a daily basis following up on problems, concerns and customer service initiatives.
- Isolate and identify areas of operational improvement and implement solutions.
- Supervise customer service staff, trains, instructs, evaluate workers performance.
- In charge of accounts payable, receivables and works with the Site Controller daily.
- Handles all ordering of office supplies for entire facility.
Qualifications & Experience:
- Bachelor's Degree or equivalent experience
- 3+ years of knowledge and experience with operating a security program
- Investigative experience
- Must have excellent verbal and written communication skills
- Ability to interact with all levels of management and staff
- Good conflict resolution skills
- Must be able to maintain a professional manner and effectively handle all situations
- Knowledge of Warehouse operations
Knowledge, Skills and Abilities:
- Must have patience and leadership skills
- Able to diffuse difficult situations
- Decision making abilities that keep the company and the customer satisfied
- Accounts payable, receivable experience
- Able to handle multiple tasks at once in a fast paced environment
Physical Requirements:
- Requires the ability to sit for long periods of time, with frequent interruptions
- Requires several hours per day of sitting, getting up and down from chairs, and reaching, or bending
- Requires manual dexterity with normal hand and finger movements for typical office work
- Talking, hearing, and seeing are important elements of completing assigned tasks
- May require travel by automobile and airplane up for business
- May require a visit facility operations in temperatures at or below freezing
- May carry loads related to travel and occasionally lifts, carries, positions, or moves objects weighing up to 20 pounds
- Requires the use of various electronic tools
- Requires the ability to relate to others beyond giving and receiving instructions: must partner with colleagues without exhibiting behavioral extremes
- Requires the performance of work activities including reasoning, negotiating, instructing, persuading, or speaking with others; and respond appropriately to constructive feedback from executive management