CSR Supervisor

Responsibilities will include:

Supervise, serve, support, train, and motivate customer service team.

Perform customer service duties with assigned accounts

Resolve Customer Issues: Address customer inquiries, complaints, and escalations promptly and effectively to ensure customer satisfaction.

Develop Customer Service Procedures: Establish and maintain customer service procedures, policies, and standards to streamline operations and enhance the customer experience.

Monitor Performance Metrics: Track key performance indicators (KPIs) such as response time, resolution rate, and customer satisfaction scores to identify areas for improvement.

Implement Improvement Initiatives: Collaborate with cross-functional teams to implement strategies for enhancing customer service operations and resolving recurring issues.

Provide Leadership: Lead by example, fostering a positive and supportive work environment that encourages teamwork and excellence in customer service delivery.

Train Staff: Conduct regular training sessions to ensure that customer service representatives are equipped with the necessary knowledge and skills to meet customer needs effectively.

Handle Escalations: Handle escalated customer issues with professionalism and diplomacy, seeking resolutions that satisfy both the customer and the company.

Manage Customer Feedback: Gather and analyze customer feedback to identify trends, preferences, and areas for improvement.

Collaborate with Other Departments: Work closely with sales and operations team to align customer service efforts with business objectives and priorities. Generating regular reports and dashboards to communicate key supply chain metrics, performance trends, and actionable insights.

Presenting findings and recommendations to senior management and cross-functional teams to support strategic decision-making.

Facilitating collaboration and knowledge sharing across departments to align supply chain planning efforts with organizational goals.

Required Experience & Knowledge

Bachelor’s degree in business administration, Marketing, or related field (preferred).

Previous experience in a customer service leadership role, with a proven track record of delivering exceptional customer service.

 Excellent communication skills, both written and verbal, with the ability to interact effectively with customers and internal stakeholders.

Strong leadership abilities, with a focus on coaching, mentoring, and developing team members.

Problem-solving skills and the ability to think critically and analytically to resolve complex customer issues.

Proficiency in customer service software and CRM systems, with the ability to leverage technology to enhance service delivery.

Flexibility and adaptability, with the capacity to thrive in a fast-paced, dynamic environment.

Customer-centric mindset, with a genuine passion for helping customers and exceeding their expectations.

Attention to detail and the ability to maintain accuracy while multitasking and managing competing priorities.

Team player with a collaborative approach to achieving goals and objectives.

Proficiency and or willingness to develop proficiency with SAGE; Microsoft 365; Teams; Outlook, and other computer programs as needed to maintain growth and efficiency in business growth.

Physical Demand

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Supervisory Responsibilities

Team Management:

Work with the commercial team to coordinate the activities of customer service group and establish achievable expectations, set priorities and enable a positive culture of service.

Conduct regular performance evaluations of customer service team to assess individual and team performance, identify areas for improvement, and provide constructive feedback. This may include setting performance goals, monitoring progress, and implementing corrective action plans as needed.

Training and Development:

Provide training and development opportunities to customer service team to enhance their skills, knowledge, and simplify processes to be effective. This involves organizing training sessions on topics such as inventory management techniques, procurement best practices, and safety procedures to ensure staff are equipped to perform their roles effectively.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  The noise level in the work environment is usually moderate.