Customer Service, Supervisor - Diploma

Herff Jones • Indianapolis, IN

11h • Onsite

About The Position

The Herff Jones Diploma division is looking for a Customer Service Supervisor to join our Diploma Customer Service team. This position will assist the strategy and execution of the customer support functions in our Indianapolis IN plant. This position is responsible for ensuring that customer needs are being met through phone, e-mail, web, and future channels as needed. The Supervisor of the Diploma Customer Service Team will play an integral role in maintaining outstanding employee service levels with customers and sales partners, improve quality of service, maintain professional and technical knowledge while upholding Herff Jones corporate values. In all activities, the Diploma Customer Service Supervisor will represent Herff Jones in a positive and professional manner. What we want you to accomplish: In your first 30 days: Understand Customer Service process flows, pricing, key policies & procedures. Understand Specialty accounts, ZenDesk, and telephony systems. Review daily reporting and attend GEMBA daily to understand metrics. Work with Trainer to learn Customer Service processes as quickly as possible. In your first 60 days: Build a working relationship across the Diploma CS and Manufacturing Teams. Lead the Diploma Customer Service Team and work closely with the Order Entry Supervisor to ensure that the CS, Order Entry and Data Formatting teams meet daily metrics and goals. Review Corrective Actions and Respond to Corrective Actions. Assist with training/interviewing for new hires. In your first 90 days and beyond: Own daily management of Channel Service levels: phone, tickets, chat, etc. Attend GEMBA regularly (at least 2x/week).Own coordination with offshore Level 1 team to ensure warm handoffs of calls & tickets to maintain – and preferably elevate - customer satisfaction. Review and develop SOPs for the Customer Service Teams as appropriate. Review updates to training documents and Standard operating procedures (SOPs) as changes occur; ensure that updates are made timely by training team. Daily reinforce positive work environment; own & drive morale within the team. Assess each employee on knowledge of processes, data, and tools; coach as needed. Coach team members in soft skills required for success, such as strong work ethic, empathy for customers, appropriate messaging and tone. Own & drive quality in all aspects of the team’s work: “If we have time to do it wrong, we have time to do it right”. Seek opportunities to improve process flows, policies, and/ or procedures. Build & maintain a strong working relationship across the Diploma CS and Manufacturing Teams. Lead the Diploma Customer Service Team and work closely with the Order Entry Supervisor to ensure that the CS, Order Entry and Data Formatting teams meet daily metrics and goals. Contribute to & review Corrective Actions/ Preventive Actions. Assist with training/interviewing for new hires. Here's How You’ll Make an Impact:The Customer Service Supervisor will consistently model excellent behaviors and provide direction for the team. Know that customer service is just as important as the physical quality of each diploma that is crafted in our Indianapolis plant: this leader will always drive toward improving the Customer Experience.

Requirements

• Ability to manage competing priorities and responsibilities: managing multiple processes and tasks at a time with strong attention to detail, especially during times of peak periods with stressful demands
• Proven ability to effectively communicate (excellent listening, writing and verbal skills) with influence and authority, balanced with empathy, care, and kindness
• Previous success leading in a customer service or manufacturing organization with strong problem solving and organizational competency
• Strong independent decision-making skills that are based on facts, customer-focus and considers impact to revenue/sales and the overall customer experience
• Moderate to advanced skills with Microsoft Office (Outlook required; specifically Excel to calculate and populate spreadsheet metrics)
• Moderate to Advanced Zendesk skills
• Moderate to Advanced telephony platform skills
• Ability to read dashboards & drive needed improvements when gaps are identified
• Ability & willingness to learn new systems/technology: while understanding some work is processed manually, can & will embrace new systems
• A positive attitude with a focus on learning the complete product cycle to better service the customer (schools and administrators) and Herff Jones’ network of independent sales representatives

Nice To Haves

• Bachelor’s degree or Honorable military service preferred

Responsibilities

• Supervise team members assigned to your group.
• Work across the Customer Service, Order Entry and Data Formatting Teams to meet or exceed daily goals.
• Develop relationships with Order Entry, Namelist/ data formatting, & manufacturing team members to ensure that orders are moving forward once they have left Customer Service.
• Daily+, monitor dashboards in Zendesk ticketing system and telephony platform to ensure that ALL incoming communications are handled within “24 & 2”: meaningful response within 24 hours and no more than 2 emails back & forth, then phone/ chat.
• Support the Department manager in communicating with team, including planning and meeting metrics, daily management & reporting, policies & procedure adherence.
• Review and respond to Corrective Actions/ Preventive Actions.
• Call Audits – at least 2 calls audited per week, year-round, using call quality matrix.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager