Customer Service Supervisor

Job Summary

CompanyXpedxLocationAtlanta, GA 30318Job TypeFull TimeEmployeeYears of Experience5+ to 7 YearsEducation LevelBachelor's DegreeCareer LevelManager (Manager/Supervisor of Staff)

Customer Service Supervisor

About the Job

Job Responsibilities

• Ensures that the Customer Service team uses proper telephone etiquette and techniques to answer customer calls in a timely, polite and professional manner.
• Maximize team productivity to meet established goals (key metric). Includes support of established eCommerce goals and integration of eCommerce into daily operations.
• Coach, counsel, and discipline employees as necessary. Responsible for conducting verbal and written performance appraisals in a timely and appropriate manner.
• Responsible for the growth and development of department personnel.
• Work closely with customer service reps to ensure timely order entry, confirmation and delivery status of orders.
• Oversee daily department workflow to maintain a consistent rhythm and best utilize time.
• Promote time management during “crunch” times.
• Resolve service issues. Work effectively with other departments and divisions to communicate and implement new procedures.
• Direct the use of xpedx computer based systems to maximize productivity.
• Assist in achieving department performance measurements and scorecards.
• Implement IP/xpedx policies and procedures according to company guidelines for assigned areas of responsibility.
• Knowledgeable of safety work practices and assures all duties are performed in a safe manner. Support division safety committee. Participate in regular safety meetings; complete and review safety incident reports as necessary; recommend changes to assist in maintaining a safe working environment.
• Oversee training of new customer service representatives.
• Prioritize efforts of customer service representatives to ensure all orders are processed to meet service expectations.
• Assist in the recruitment and selection of new hires within the department.
• Work with other team leaders and management to ensure consistent customer service within established guidelines.
• Assist management to establish performance goals and conduct regular one-on-one meeting and annual performance review with employees in conjunction with management.
• Monitor Cisco call center software to ensure team is managing call flow appropriately
• Manage department vacation calendar
• Performs other duties as assigned.