Call Center Supervisor

Thorlabs • Newton, NJ

2d • $63,000 - $78,000 • Onsite

About The Position

At Thorlabs, we design and manufacture components, instruments, and systems that transform the world by identifying, enabling, and accelerating key photonics (i.e., light-based) technologies. Backed by a dedicated workforce of more than 3,000 employees worldwide, Thorlabs contributes to cutting-edge research and real-world innovation.
Whether you're early in your career or bringing years of experience, you’ll find opportunities to grow, take ownership, and make meaningful contributions from day one. We know every employee brings unique talents and perspectives that fuel our success, and we seek driven individuals who are excited to make an impact in a fun, fast-moving culture.
The Call Center Supervisor role is responsible for supporting the Call Center Manager with ensuring the team delivers on our same day order and request handling promise and continues to add value to the customer experience through the switchboard and specialized account support roles. The role includes direct oversight of the Call Center specialists, operators, and Customer Service representatives and is a vital part of successful execution of the daily operations of the Call Center.
Although the location of the position is in Newton, NJ, from time to time it may be required to undertake duties at other Thorlabs locations.

Requirements

• 2+ years of experience in a similar and progressive position preferred.
• 3+ years of management, supervisory or mentoring experience
• Bachelor’s degree or a related field or equivalent work experience
• Strong proficiency in sales and customer service
• Strong communication, leadership, presentation, and interpersonal skills are required to enable an effective interface with customers, potential customers, internal departments, all levels of management, professional and support staff.
• Strong ability to work under time constraints, to multitask, and solve problems.
• Strong organizational and planning skills.
• Ability to resolve moderately complex management and technical problems; may serve as spokesperson on assigned projects and/or programs; and provide leadership and direction to assigned professional staff.
• Ability to work on a self-initiated basis in a team environment, and able to work extended hours.

Responsibilities

• Supervision and development of the Call Center staff to provide a quality front line customer service experience for Thorlabs customers.
• Focus on customer centricity ensuring this permeates throughout department.
• Lead and mentor CSRs to achieve individual and team-wide performance objectives.
• Help the team answer customer inquiries and provide an escalation path as needed.
• Keep the team informed of process changes, scheduling changes, etc. through team meetings.
• Ensure phone system is up and running and calls are being answered within 3 rings by operators and team members.
• Provide increased value in account set up by defining processes and information capture requirements to ensure accuracy in order processing and cleaner data within the ERP system.
• Support training needs of the Call Center team by helping develop and execute on trainings.
• Track KPIs and metrics to better understand team and individual performance and to drive behavior to improve customer experience.
• Communicate effectively with customers and team members to address concerns, share updates, and ensure a smooth workflow.
• Liaise with Export Compliance, Distribution, and other necessary departments to legally and procedurally provide best service to customer and best outcome for Thorlabs.
• Train staff on import/export guidelines and procedures.
• Keep abreast of changing guidelines, processes, and laws as they relate to the customer service function in the process.
• Interface with all customer-facing and essential back-end departments to maintain effective and efficient customer order workflow.
• Meeting company standards pertaining to quantity and quality of work performed on an ongoing basis, performing all work related tasks in a manner that is in compliance with all Company policies and procedures.
• Adhering to Company policies, procedures, and directives regarding standards of workplace behavior in completing job duties and assignments.

Benefits

• Thorlabs offers a complete benefits package that includes medical, dental and vision insurance, company paid life insurance, a generous PTO package, a 401(k) plan, and tuition reimbursement just to name a few.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 501-1,000 employees