Date Entry Supervisor

Aston Carter•Indianapolis, IN

9d•$56,000 - $72,000•Onsite

About The Position

Job Duties: • 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 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. Additional Expectations: 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.

Requirements

Customer service
Data management
Data entry
supervisory skills
team building
Proven experience managing a team (minimum 5 direct reports; ideally larger teams)
Strong leadership skills (coaching, accountability, performance management)
Problem-solving ability in a fast-paced, high-volume environment
Ability to manage multiple priorities with strong attention to detail

Nice To Haves

Experience working in manufacturing or production-linked environments
Experience with Zendesk or similar ticketing systems
Strong Excel skills for reporting and metrics tracking
Experience working cross-functionally with operations teams

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 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.
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.