THE OPPORTUNITY
Confidential client of HR Advantage Group is seeking a Customer Service Supervisor to play a key role in enhancing their customer service experience. In this role, you’ll lead a dedicated team of customer service representatives, guiding them to meet service goals and deliver exceptional support to the company's customers. This is an opportunity to drive process improvements, foster a positive work environment, and directly impact our service quality. If you're passionate about mentoring others and finding solutions, this role offers a chance to make a significant difference in a dynamic, customer-focused environment.
WHAT YOU WILL BE DOING
- Supervise a team of customer service representatives, ensuring timely, high-quality responses to customer inquiries across phone, email, and chat.
- Train and coach team members on best practices, standard policies, and procedures to foster their growth and enhance service standards.
- Oversee daily workflows to meet service volume and quality goals, and monitor staff performance for continuous improvement.
- Address escalated issues directly, finding efficient resolutions to maintain customer satisfaction.
- Identify areas for operational improvements and contribute to developing effective processes.
- Occasionally provide direct support on complex customer issues to ensure a seamless customer experience.
- Maintain all customer service procedures.
- Monitor and maintain positive customer service metrics and standards.
- Ensure in-time order entry and release of all customer orders.
- Ensure pricing and information accuracy.
- Build positive relations with customers.
- Provide accurate information regarding products, material and applications.
- Ensure efficient and transparent communication within the organization.
- Organize and participate in agreed tradeshows.
- Manage and report for distributor sales.
WHAT YOU WILL BRING TO OUR COMPANY
- A minimum of two years’ experience in customer service or related supervisory role.
- A high school diploma or equivalent, with experience in transactional or repetitive-process environments.
- Proven experience in coaching staff, monitoring performance, and overseeing customer service operations.
- Strong commitment to delivering quality service and a high level of customer satisfaction.
- Excellent communication and leadership skills, with the ability to motivate and manage a team in a high-paced environment.
- Effective problem-solving skills and a proactive approach to identifying and implementing process improvements.
- Knowledge of and experience in SAP.
- Excellent understanding of Supply Chain, Logistics and their impact to Service.
- Service oriented attitude and champion.
- Excellent communication skills, both written and verbal
- Ability to multi-task, organize and prioritize
- Must be able to work in a team environment as well as individually
- High degree of personal integrity and confidence
- Take initiative to suggest improvements to work flow and procedures
- Interpersonal skills to work well with customers, suppliers and co-workers
WHAT OUR COMPANY IS PROVIDING
- Hiring range of $64,400 - $72,800 per year.
- Generous health benefits – medical, dental, and vision.
- Retirement Plan.
- Employee-friendly vacation and sick leave accruals.
The Company provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, marital status, sex, sexual orientation, gender identity, national origin, disability, genetics, veteran status, or other legally protected characteristics. In addition to federal law requirements, The Company complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
The Company will not discriminate or retaliate against applicants for failing to disclose wage rate history in accordance with applicable law.
The Company expressly prohibits any form of workplace harassment based on race, color, religion, marital status, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of The Company employees to perform their job duties may result in discipline up to and including discharge.