Customer Service Supervisor

Key Responsibilities

• Manage the Customer Service team.
• Train all direct reports to provide the highest standards of service and ensure all company policies and procedures are followed.
• Dayforce payroll management and scheduling.
• Provide prompt, accurate, and friendly customer service.
• Respond to inquiries regarding services, products, deliveries, and availability.
• Handle customer inquiries and resolve customer concerns.
• Set customer satisfaction goals and work with the team to meet them on a consistent basis.
• Promote a working team environment; ensure best practices are shared and followed; set team goals; develop and track key metrics; coach, counsel, train, and manage performance.
• Provide employee performance appraisals and disciplinary action.
• Identify and resolve customer issues and problems; serve as a point of escalation for customer issues requiring a higher degree of expertise or discretion.
• Capture and document the operational requirements of key customers, with respective steps to improve partnerships.
• Maintain accurate Open Sales Reports.
• Run daily/monthly SEI reports for regular monitoring and end of month close.
• Serve as site change champion for system upgrades, procedure, and policy changes.
• Responsible for invoicing delays and invoicing accuracy related to customer service data entry.

Qualifications

• 5+ years of experience in a Customer Service role, or similar.
• 2+ years of proven managerial experience or leadership role.
• Associate degree or higher desired.
• Ability to work under pressure and achieve solutions in situations where there are conflicting objectives.
• Effective written and oral communication skills; able to communicate and influence effectively with other functional areas.
• Solve problems analytically; search out relevant information and gauge its importance when making decisions.

Education/Knowledge/Skills/Experience Desired

• Solid business acumen with demonstrated knowledge and understanding of customer service processes such as order entry, delivery, work order processing, and invoicing.
• Athorough knowledge of products and services offered.
• Excellent verbal and written communication skills.
• Advanced proficiency with Microsoft Office Suite and ERP software.