Customer Service Supervisor

Canon Careers • Burlington, NJ

1d • Onsite

About The Position

Supervises the daily work effort of a group of employees within a specific Business Operations Function or Department. Responsible for the day to day operations, with focus on short term operational targets. Exercises judgment within existing policies and procedures and recommends tactics for meeting work plans. Selects, develops, and evaluates subordinate employees. Works on issues related to the work group. Requires full knowledge of own area of functional responsibility.

Your Impact - Organizes and manages the daily activities of the teams to ensure optimum productivity and customer satisfaction. - Monitors and measures team member performance to ensure adherence of established standards. - Interacts with customers when escalation is required. Works with interdepartmental staff to resolve any discrepancies and issues that may arise. - Works effectively with other department supervisors to resolve customer issues in a professional and efficient manner. - Works effectively with third party vendors in resolving customer issues. - Makes routine daily transaction level decisions; escalates issues to the Manager as necessary. - Provides guidance and assistance to staff when handling complex and or sensitive customer issues. - Performs all required management tasks (Interviews, training, employee development, employee discussions, performance reviews etc.); address any employee issues and document appropriately. - Motivates the team to accomplish the given tasks; ensure that the Team completes all tasks by the deadlines that have been agreed upon. - Insures a highly professional and productive staff by conducting or coordinating training for new hires. - Cross-trains staff for all processes and procedures to ensure improved efficiencies of operations; ensures refresher training for all employees in the Department.

Requirements

• Requires 5 years of related experience and management of two or more regular full-time employees
• Minimum 2 years of leadership experience in an Administrative/Business Operations environment with a track record of quality, attention to detail and an aptitude at leadership.
• Effective written and oral communications.
• Strong phone contact skills.
• Excellent PC skills required (Excel and Microsoft Word).
• Experience supervising in a dynamic and multifaceted environment.
• Available for business continuity should the office close for inclement weather, disaster, etc.
• May need to work beyond normal hours during peak periods.
• You must be legally authorized to work in the United States.
• All applicants must reside in the United States at the time of hire.

Nice To Haves

• bachelor's degree in a relevant field preferred.

Responsibilities

• Organizes and manages the daily activities of the teams to ensure optimum productivity and customer satisfaction.
• Monitors and measures team member performance to ensure adherence of established standards.
• Interacts with customers when escalation is required.
• Works with interdepartmental staff to resolve any discrepancies and issues that may arise.
• Works effectively with other department supervisors to resolve customer issues in a professional and efficient manner.
• Works effectively with third party vendors in resolving customer issues.
• Makes routine daily transaction level decisions; escalates issues to the Manager as necessary.
• Provides guidance and assistance to staff when handling complex and or sensitive customer issues.
• Performs all required management tasks (Interviews, training, employee development, employee discussions, performance reviews etc.); address any employee issues and document appropriately.
• Motivates the team to accomplish the given tasks; ensure that the Team completes all tasks by the deadlines that have been agreed upon.
• Insures a highly professional and productive staff by conducting or coordinating training for new hires.
• Cross-trains staff for all processes and procedures to ensure improved efficiencies of operations; ensures refresher training for all employees in the Department.

Benefits

• Employee referral bonus
• Employee discounts
• Volunteer opportunities to give back to our local community
• medical, dental, vision, 401(k) Savings Plan, discretionary profit sharing, discretionary success sharing, educational assistance, recognition programs, vacation

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 5,001-10,000 employees