Customer Service Supervisor

DAIOHS U.S.A., INC.

14d

About The Position

At First Choice Coffee Services, we’re on a mission to fuel workplaces across the nation with unbeatable customer service and top-quality office coffee solutions. For nearly 50 years, we've proudly served businesses throughout the U.S., delivering premium coffee experiences right to their break rooms. We're currently seeking a Customer Service Supervisor to join our growing team! If you're energized by a fast-paced environment and have a passion for delivering great service, we’d love to hear from you. The Customer Service Supervisor is responsible for overseeing the day-to-day operations of the customer service team, ensuring that high quality support is provided to customers and that team members meet performance expectations. This role serves as a key point of contact between the customer service team and management, addressing escalated issues and fostering a positive and productive team environment.

Requirements

High school diploma or equivalent.
Excellent verbal and written communication skills.
Strong interpersonal skills.
Strong computer skills.
Excellent customer service skills.
Strong analytical and analyzing skills.
Supervision of office tasks

Responsibilities

Support customer service representatives, providing guidance and assistance as needed.
Facilitate training and onboarding for new customer service representatives.
Provide ongoing training in operating procedures including lock out/tag out.
Monitor team performance
Respond promptly to customer orders and inquiries via phone, email, and other communication channels
Relays all customers concerns and requests related to products, services, and equipment to the appropriate Daiohs team members, in a timely fashion.
Generates daily manifests for Route Drivers and Service Technicians using the Company’s specialized computer software.
Checks in Route Drivers at the end of the workday and reconciles all customer funds received during deliveries.
Dispatches Service Technicians to respond to repair calls and coordinates service installations.
Communicates sales leads to appropriate branch personnel.
Develops and demonstrates thorough knowledge of the Company’s products, services, and pricing structure.
Solicits sales from customers during promotions.
Complies with all Daiohs policies, including but not limited to those contained in the Company’s Employee Handbook.
Support the collections process by contacting customers about overdue balances and coordinating payment arrangements.
Maintain accounts receivable over sixty (60) days and attrition at five (5) percent or less.
Processes payments to customer accounts accurately and timely.
Provides backup support with daily sales reports, bank accounts, and month-end processes in supervisor’s absence.
Keeps records of customer interactions, processes customer accounts, and files documents.
Collaborates with the accounting team to prepare routine reports and maintain compliance with financial policies.
Other duties and responsibilities as assigned.