Customer Service Supervisor I - 1st Shift

Now Foods•Bloomingdale, IL

16h•Onsite

About The Position

Manages the customer service staff to provide a 5-Star Customer Service experience and to maintain customer relationships while meeting organizational and operational objectives. The role plans, coordinates, and controls customer service activities; handles complex and escalated issues; and supports inside sales as directed by the Inside Sales Manager. The supervisor is also responsible for employee development, team productivity, safety, and compliance with GMP requirements.

Requirements

Bachelor’s degree or equivalent, and three to five years of related experience and/or training, or an equivalent combination of education and experience.
Supervisory experience required.
Ability to read and interpret documents and write routine reports and correspondence.
Ability to respond to common inquiries or complaints from customers, regulatory agencies, or business community members, and effectively present information to others.
Excellent time management, attention to detail, verbal and written communication, listening, decision-making, presentation, and organizational skills.
Excellent computer skills, including Microsoft Word and Excel.
People-development skills, including coaching, team-building, and training.
Ability to work under deadlines.
Ability to perform basic arithmetic and calculate figures such as discounts and percentages.
Good business judgment and ability to make logical decisions and provide solutions to ongoing problems.

Nice To Haves

CRM knowledge preferred.

Responsibilities

Hire, train, and manage customer service representatives with varying levels of experience.
Ensure customers receive timely and satisfactory service by phone, email, and other methods.
Lead the team in addressing billing and service complaints, refer service failures to designated departments for investigation, and offer solutions to upper management in a monthly report.
Handle complex and escalated customer service issues.
Review transactions daily to ensure reported billing errors are handled properly.
Identify and implement strategies to improve service quality, productivity, and profitability.
Test and troubleshoot current and future computer programs and applications that affect customer service and customers.
Manage the customer service team and ensure productivity standards are met.
Support inside sales teams as needed and complete tasks as directed by the Inside Sales Manager.
Promote positive employee relations, fair treatment, and respect; address employee concerns and requests in a timely and caring manner; and value employees’ ideas and perspectives.
Comply with safety and GMP requirements.
Support workplace safety culture, follow safety procedures, and ensure safety requirements are implemented, followed, and enforced.
Promote safe behaviors, implement injury-prevention efforts, and fulfill responsibilities in the company safety management plan.
Interview, hire, train, assign, and direct employees; appraise performance; reward and discipline employees; address complaints and resolve problems; and enforce company policies.