Customer Service Supervisor

Responsibilities

• Lead associates, processes, and policies of RelaDyne in a manner of excellence in order to sustain customer loyalty and provide opportunities for corporate growth
• Monitor and evaluate phone and email communications to ensure service quality and professionalism
• Oversee daily customer service operations to ensure inquiries and requests are handled promptly and accurately
• Address and resolve escalated customer concerns or service issues in a timely and professional manner
• Obtain and evaluate relevant information to respond to product inquiries, service requests, and order-related questions
• Ensure adherence to Customer Service SLA's (service level agreement) measures (ASA, ABN, etc)
• Review and analyze dashboards and reporting from the phones and Salesforce

Customer & Order Management

• Oversee the setup of new customer accounts and ensure accurate maintenance of customer data
• Accurately process customer orders, forms, applications, and service requests
• Organize team workflow to meet customer timeframes and service expectations
• Maintain customer records and databases, ensuring data accuracy and integrity within company systems, including SAP

Cross-Functional Collaboration

• Communicate and coordinate with internal departments including sales, logistics, operations, and accounting to resolve customer issues and support business operations
• Provide feedback to leadership regarding opportunities to improve customer service processes and operational efficiency
• Aid in preparing correspondence, reports, and presentations as needed
• Cook up mail, shipping, and customer documentation as required
• Support special projects and departmental initiatives as assigned

Leadership Responsibilities

• Provide leadership, coaching, and development for Customer Service Associates
• Leverage customer feedback to suggest service improvements and trends
• Establish clear expectations, service standards, and performance goals for the team
• Conduct regular performance discussions and evaluations to support associate growth and accountability
• Review and approve associate timecards in accordance with company payroll processes and deadlines
• Monitor team productivity and workflow to ensure customer service objectives are achieved
• Foster a positive and collaborative team environment that reflects RelaDyne's values and commitment to service excellence