Customer Operations Supervisor

Duties, Tasks, And Responsibilities

• Works with and supports Global Customer Operations leadership team in establishing best business practices, meeting KPI’s and sustaining SLA’s
• Lead and/or support efforts to develop and implement process and procedures based on best practices that enable the Customer Support team to perform their responsibilities in an efficient and cost savings manner
• Documents new procedures and set standards on necessary actions to ensure the timely delivery of product to customers and effective response to customer requests, problems and inquiries
• Responsible for supervising a team of up to 12 CSRs
• Ensures the team adheres to customer specific requirements for PO processing
• Monitor inbound workload daily that consist of but are not limited to; order processing, product returns, and resolving payment deductions thru CRM system and 3rd part portals
• Handle day-to-day issues and escalated customer service complaints
• Support and monitor individual and team KPI’s from production volume to phone statistics on a daily, weekly, and monthly basis
• Ensure team is meeting current service level standards and administer clear metrics and targets
• Document and execute to various customer-based and organizational SLA’s
• Provide day-to-day leadership coaching and direction to Customer Support team. Guide the team as they identify problems and work cross-functionally to implement solutions. Motivate and empower staff through effective and open communication, performance feedback and teambuilding
• Establishes themselves as the superuser for CRM, CISCO Phone and ERP systems

Education, Skills And Abilities

• Bachelor’s Degree in Business/Supply Chain highly preferred
• 5+ years sales/customer service experience
• Excellent communication skills: oral and written
• Excellent time-management and prioritization skills
• Preferred PC skills such as; AS400, SAP, Salesforce, EDI and Microsoft Office Suite or other ERP/CRM and GUI based systems