Customer Service Supervisor
Performance Measures
The Customer Service Supervisor leads, trains, and oversees the daily operations of the Customer Service department for a consumer-packaged goods (CPG) company. This role is accountable for order management, customer communication, service level performance, and continuous improvement. This position works closely with the following internal departments; Sales, Logistics, Quality, and Finance to ensure accurate order fulfillment, strong customer relationships, and high levels of customer satisfaction.
Other Job Functions
- Participate in team meetings and make recommendations to increase productivity.
- Participate in continuing education classes and any training courses being offered.
- Maintain confidentiality and dispose of sensitive information properly.
Knowledge, Skills, and Abilities
- Working knowledge of Office 365 and Microsoft GP and Acumatica.
- Excellent communication and prioritization skills.
- Strong attention to detail and excellent organizational skills required.
- Must have the ability to multi-task and problem solve in a fast paced and deadline driven environment.
- Work as part of a team/be a team player.
- Strong organizational skills.
- Strong Customer Service skills, flexible and can adapt to change with ease.
- Able to work well and professionally with the public.
- Able to maintain professionalism and a positive service attitude at all times.
- Able to follow written and verbal instructions.
- Pay close attention to detail.
- Able to work in a high-speed manufacturing environment.
- Time management skills.
Education
An associate’s degree in Business Administration or related field preferred.
Experience
- Five (5) to Seven (7) years of supervisory experience in a similar position.
- Sixteen (16) to Twenty (20) years of experience working with Customer Relations Management (CRM) Software.
- Acumatica and/or Salesforce is a plus.
Positions Supervised
Clerical/Customer Service Supports
Tools/Equipment/Machines Used
- Computer
- Copy machine
- Fax machine
- Laptop
- Postage machine
- Printer
- Nortel phone system
Physical Requirements and Working Conditions
Normal office conditions apply. Employees must have clear, close vision for reading and computer work. Must be able to sit, stand, walk, balance, stoop, grasp, talk, hear and operate computer keyboard. Job may require reaching shoulder level and below waist. Will occasionally lift/push/pull up to 20 pounds and carry objects.