Reference #: 3874
Customer Service - Customer Service Supervisor
763 Corporate Cir, New Cumberland, PA 17070, USA Virtual
Req #844
Friday, April 19, 2024TOGETHER, WE SAVE LIVESOVERVIEWProvides daily supervision of Customer Service Representatives providing support for all customer business requests received through phone, fax, or e-mail. Supervises the timely and accurate processing of customer contacts within established policies, procedures, and directives.RESPONSIBILITIESDevelop, implement, and supervise procedures in the daily management of:
Onboarding new hires and job training
B2C Orders
Returns and related requests
Information requests
Order fulfillment
Customer account set-up
Importing and reconciliation of order imports
Contact handling procedures
Implement and monitor adherence to key performance metrics (KPI) to measure:
Accurate and timely order entry
Contact responsiveness
Customer satisfaction
Order fill and shipping performance to commitment
Phone answer rates
Reviewing metrics with employees/management -daily, weekly, and monthly basis
Alignment of Customer Service organization to outside Sales Representative groups or similar geographic territories to insure:
Key account management
Customers advocacy
Cross-functional communication
Develop and implement action plans to decrease:
Order entry errors
Returns
Shipping errors
Billing errors
Cancelation request
Other duties as assigned or necessary for the overall well-being of the department or company, including oversight in the absence of the Customer Service Manager.
Supervises a team of Customer Service Representatives. Responsible for the professional development, coaching, counseling, corrective actions, and training of personnel assigned
QUALIFICATIONSMinimum two (2) years supervisory experience or proven leadership in a team environment.
Three (3) years customer service experience required.
Associates Degree in a business related field or three (3) years additional equivalent combination of work experience or education required.
Intermediate knowledge of MS Office: Word, Excel, Outlook is required.
Intermediate knowledge of ERP systems and processes.
Intermediate knowledge of CRM systems and processes.
Ability to lead a team in a fast-paced environment.
Intermediate Automatic Call Distributor administration.
Intermediate knowledge of Chat Platform and processes.
Intermediate knowledge of E-Commerce systems and processes.
Excellent interpersonal skills.
Excellent communication skills both verbal and written.
Exceptional time management skills.
Proven ability to multitask.
Project management skills.
Process improvement skills.The Safariland Group believes in the benefits of a diverse workforce and is committed to . We pride ourselves on hiring and developing the best people, without regard to age, sex, sexual orientation, gender identity, genetic characteristics, race, color, creed, religion, ethnicity, national origin, alienage, citizenship, disability, marital status, military status, pregnancy, or any other legally-recognized protected basis prohibited by applicable law.For those applicants with disabilities, if you require reasonable accommodation in searching for a job opening or submitting an application, please contact us by calling 888-469-6455.All employment decisions are solely based on the applicant's qualifications as they relate to the requirements of the position.
Other details
Job Family
Supervisors
Pay Type
Salary763 Corporate Cir, New Cumberland, PA 17070, USA
VirtualShare this job:We believe diversity and inclusion make for the best environment and yield extraordinary results. Therefore, The Safariland Group provides equal employment opportunities to all associates and applicants regardless of age, race, color, national origin, sexual orientation, gender identity, disability, religion and any other factor protected by law. To ether, we deliver advanced solutions to our customers all over the world. Together, we lead, inspire and thrive. Together, We Save Lives™.