Customer Service Supervisor- Motor

About the role

The Supervisor of Customer Service will oversee the Call Center, Claims Department, and International Customer Support areas at MechoSystems. Key responsibilities include hiring, developing, retaining, and evaluating the performance of the customer service team. They will also assist in strategic and operational planning to support MechoSystems' operations.

Responsibilities

• Aid in the development and implementation of infrastructure, processes, and systems to enhance customer service quality and efficiency.
• Contribute to the improvement of customer service policies, processes, and standards.
• Establish and manage customer outreach programs to improve customer satisfaction and loyalty.
• Maintain and evaluate daily employee activities and performance levels.
• Interface with key internal teams such as manufacturing, sales, operations, marketing, and logistics.
• Monitor and control multiple tasks simultaneously to ensure efficient operation.

Requirements

• Bachelor's Degree in Business or related field, and/or Bachelor's/Master's degree in Life Sciences.
• At least 5 years of experience in customer support operations.
• At least 3 years as a manager with strong interpersonal, customer communication, problem-solving, and leadership skills.
• Experience managing customer service teams and presenting to executives and front-line staff.
• Knowledge of and experience with measuring and improving customer satisfaction and loyalty.
• Detail-oriented and service-focused individual.
• Experience with ACD, e-commerce, and other systems for optimizing customer service.
• Experience with CRM or ERP systems is a plus.
• Excellent written and verbal communication skills.
• Knowledge of Microsoft Office Suite.
• Highly motivated and successful individual capable of building and maintaining a positive work environment.
• Previous experience with AI-assisted customer service, AI automation, and motorized technology is highly desired.
• Knowledge of E-commerce systems is desirable.