Customer Care Supervisor

Customer Service Manager

Responsible for the daily administration of the customer care functions and all department activity relating to order processing, quoting, and warranty administration. Supervise a team of customer service representatives to ensure smooth and timely workflow of all customer orders received and in process in the system. Monitor critical operational parameters to meet or exceed customer expectations and ensure optimal individual and team performance in all key areas.

Principal Functional Responsibilities:

• Assign and coordinate work, manage staffing workload requirements, review employee performance, provide feedback, resolve employee issues and administer company policies.
• Monitor daily/weekly operational statistics and reporting trends, variances, and problems against departmental service level objectives as defined by management.
• Conduct regular quality assurance monitoring and feedback sessions with employees.
• Conduct daily team meetings to review status of open issues, outstanding requests, and any conditions that may affect customer satisfaction.
• Manage to budget requirements.
• Initiate and participate in continuous improvement activities (Kaizen) to drive the department management operating system (MOS) objectives.
• Ensure business processes are in compliance with SOX standards and regularly review and address control issues.

Essential Qualifications and Skills:

• 2 years prior customer service and/or customer interfacing experience.
• Proven skill in leading top performing teams.
• Intermediate proficiency with Microsoft Office Suite.
• Demonstrated understanding of business processes and workflows.
• Excellent problem-solving and analytical skills.
• Excellent interpersonal and communication skills with the ability to interact with all levels of the organization.
• Demonstrated successful ability to build positive relationships and partnerships within department, across the organization and with customers.
• Demonstrated successful capability to resolve conflict over sensitive or complex issues.

Preferred Qualifications and Skills:

• Bachelor's degree in related field.
• 2 years customer service supervisory experience.
• Prior contact center or order processing experience.

Physical Requirements:

• Sitting for extended periods: The nature of the job involves sitting at a desk or workstation for extended periods while performing administrative tasks, using a computer, and engaging in various office activities. Workstation has adjustment capability for standing position.
• Computer use: Proficient use of a computer, including typing, mouse manipulation, and viewing a computer screen for extended periods is essential.
• Manual dexterity: Ability to use office equipment such as phones, photocopiers, fax machines, and printers. This may require fine motor skills and dexterity.
• Lifting and carrying: Occasional lifting and carrying of office supplies, documents, and other materials, typically not exceeding a certain weight limit (e.g., 20 pounds).
• Mobility: Ability to move within the office environment to access filing cabinets, printers, and other office equipment.
• Communication: Clear verbal and written communication skills to interact effectively with colleagues, clients, and other stakeholders.
• Visual acuity: Ability to read printed and electronic documents, as well as distinguish colors, for tasks such as proofreading and reviewing documents.

Multitasking: The ability to handle multiple tasks simultaneously and prioritize work effectively, which may require mental agility and adaptability.

Salary range is $60-68k commensurate with experience, plus eligibility for a performance-based bonus program.

Full or part time