JOB SUMMARY
The Customer Service Supervisor is responsible for the performance, training, and supervision of the Customer Service Department. Responsible for ensuring department objectives are completed efficiently and accurately. Supervises sales support and account support functions within the department to ensure the highest level of customer satisfaction through various customer service activities.
Other areas of responsibility will involve direct communication with external customers, internal colleagues, and other distribution partners coordinating sales and service activities and overall customer service details.
FULL TIME ONSITE IN IRVINE CALIFORNIA
RESPONSIBILITIES
Training and Supervision:
Accurate onboarding of new employees for the Customer Service Department.
Ensure team completes training programs to enhance team skills and productivity.
Supervise daily operations and provide leadership and guidance to the team.
Implementation of Department Objectives:
Sales and Account Support Supervision:
Customer Satisfaction:
Implement and maintain processes to provide exceptional customer service.
Address customer concerns, ensuring prompt and satisfactory resolution.
Communication and Coordination:
Collaborate with external customers, internal colleagues, and distribution partners to optimize customer service activities.
Coordinate sales and service functions, ensuring smooth execution of department initiatives.
Communicate with Sales Management to address potential issues proactively and Identify sales opportunities to maximize sales penetration.
Performance Monitoring and Improvement:
Monitor and analyze Customer Service effectiveness reports (daily, weekly, and monthly) through performance reviews and continuous feedback
Identify areas for improvement to develop, implement, and maintain procedures to enhance efficiency and service quality.
Promote department goals and objectives through strategic planning and supervisory oversight.
Manage the CMP process effectively.
Problem-Solving:
Could be required to make critical decisions independently, including:
Weekly scheduling
Hiring decisions (interviewing candidates)
Providing direct coaching and feedback
Implement policies and decisions made by managers
EDUCATION
High school diploma or equivalent, Bachelor’s degree in Business, Business Administration, Management, Sales, Marketing, Hospitality or Culinary Arts preferred.
EXPERIENCE
2 years of sales support and account management experience or 5 years of relevant industry w/sales management.
1 year managing associates
SKILLS
Multitasking and Project Coordination: Ability to effectively supervise multiple projects and workstreams simultaneously.
Customer Service Expertise:
Familiarity with customer service activities and processes.
Proficiency in supervising interdepartmental and cross-departmental communications to ensure smooth operations.
Solid understanding of distribution warehouse operations and logistics.
Technical Proficiency:
Technologically adept, with experience using various tools and resources to enhance efficiency.
Working knowledge of Microsoft Office Suite (Word, Excel, Outlook) is a plus.
Communication Excellence:
Exceptional verbal and written communication skills, with a demonstrated ability to present information clearly and effectively.
Proven ability to address and satisfy customer and colleague needs.
Bilingual proficiency in English and Spanish is highly desirable.
Leadership and Team Supervision:
Ability to motivate, mentor, and supervise staff effectively.
Experience in leading individuals, including training, development, and disciplinary actions.
Strong decision-making skills to foster team success and handle department dynamics.
Customer-Centric Focus:
In-depth understanding of customer needs and a commitment to delivering exceptional service.
Strong ability to resolve customer issues with professionalism and empathy.
Exceptional organizational skills to prioritize and execute tasks efficiently.
Adept at handling crisis situations with professionalism and composure.
Time Management and Adaptability:
Proven ability to prioritize tasks and manage competing responsibilities effectively.
Resilience in adjusting to evolving customer and organizational needs while staying calm under pressure.
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