Customer Service Supervisor supervises a staff of customer service representatives that respond to requests from customers by phone, e-mail, or chat. Manages the daily workload to ensure required service volume and quality levels are attained. Being a Customer Service Supervisor trains and coaches staff in standard policies, procedures, and best practices. Identifies opportunities for operational improvements and implements solutions. Additionally, Customer Service Supervisor monitors and evaluate staff performance. Responds to escalated issues to facilitate solutions. May provide direct customer support for complicated or critical issues. Typically requires a bachelor's degree or equivalent. Typically reports to a manager or head of a unit/department. The Customer Service Supervisor supervises a small group of para-professional staff in an organization characterized by highly transactional or repetitive processes. Contributes to the development of processes and procedures. To be a Customer Service Supervisor typically requires 3 years experience in the related area as an individual contributor. Thorough knowledge of functional area under supervision. (Copyright 2024 Salary.com)
Job Description
Job Description
General Objective
The key purpose of this position is to supervise and perform Customer Support activities which ensure merchandise is properly delivered to customers on a timely, accurate and effective manner.
All along this process the CS team is customers’ main contact point. Therefore, the CS Supervisor shall ensure that all relevant Purchase Orders and Shipping information is appropriately provided to customers.
In order to accomplish such goal the incumbent must comply with all internal processes and also must successfully interact with different departments and external parties.
The Customer Services Department is accountable for taking care of products delivery since Purchase Order is received to the final destination confirmation.
Responsibilities
1. Place customers Sales Orders in our database System
2. Coordinate best way to send merchandise to customers.
3. Check and process Purchase Orders and send them to customers for final confirmation.
4. Work with AR Department to check payment options or credit availability.
5. Distribute SOs to warehouse for orders to be prepared.
6. Verify SOs Gross Profit margins to make sure they are aligned with company standards.
7. Analyze the Shippable Report, in order to confirm items quantities.
8. Elaborate invoices.
9. Interact with customers to provide information in response to inquiries about products, services or shipping.
10. Handle and resolve customer’s claims.
11. Identify, research and resolve customers issues.
12. Filing Customer Orders when necessary.
Ø Hard Skills :
Ø Soft Skills :
Numerical reasoning.
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