Supervisor, Customer Care

HABASIT AMERICA INC•Suwanee, GA

32d

About The Position

OVERVIEW OF POSITION: Responds to customer’s inquiries or complaints regarding company's products or services. Provides leadership, council and advice to other CCR’s. RESPONSIBILITIES OF THIS POSITION – CUSTOMER CARE • In addition to all the requirements of a Customer Care Representative. • Provide daily direction and communication to employees so that customer service calls are answered in a timely, efficient and knowledgeable manner. • Provide continual evaluation of processes and procedures. • Responsible for suggesting and implementing methods to improve area operations, efficiency and service to both internal and external customers. • Provide statistical and performance feedback and coaching on a regular basis to each team member. • Write and administer performance reviews for skill improvement. • Be available for employees that experience work problems providing appropriate coaching, counseling, direction and resolution. • Insure employees have appropriate training and other resources to perform their jobs. • Respond to and resolve employee relations issues expressed by team members; create and maintain high quality work environment so team members are motivated to perform at their highest level. • Review all Credits and RMA's assigned to customer service administrative are and establish corrective action where appropriate. • Work with all Production Supervisors and Manufacturing Supervisors on customer requirements that cannot be met within established lead times. • Work with Sales/ Marketing support staff and all District managers to resolve any customer related problems or sales opportunities that require their assistance. • Establish work procedures and processes that support company and departmental standards, procedures, and strategic directives. • Use appropriate judgment in upward communication regarding department or employee concerns. • Any other duties as assigned. COMPETENCIES/SPECIFIC EXPERIENCE OR TRAINING PREFERRED: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements/preferences listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Nice To Haves

Bachelors Degree in Business Administration, Marketing or Related Field
5 years experience in customer service, sales and/or marketing
3 years experience within AS/400 environment
2 years experience with ERP software
High Competency with customer service issues
High Competency with MS Word, Excel, PowerPoint, CRM Applications
Experience in customer care / support in fast paced environment
Experience in customer care in related industry
Experience with ERP software

Responsibilities

Provide daily direction and communication to employees so that customer service calls are answered in a timely, efficient and knowledgeable manner.
Provide continual evaluation of processes and procedures.
Responsible for suggesting and implementing methods to improve area operations, efficiency and service to both internal and external customers.
Provide statistical and performance feedback and coaching on a regular basis to each team member.
Write and administer performance reviews for skill improvement.
Be available for employees that experience work problems providing appropriate coaching, counseling, direction and resolution.
Insure employees have appropriate training and other resources to perform their jobs.
Respond to and resolve employee relations issues expressed by team members; create and maintain high quality work environment so team members are motivated to perform at their highest level.
Review all Credits and RMA's assigned to customer service administrative are and establish corrective action where appropriate.
Work with all Production Supervisors and Manufacturing Supervisors on customer requirements that cannot be met within established lead times.
Work with Sales/ Marketing support staff and all District managers to resolve any customer related problems or sales opportunities that require their assistance.
Establish work procedures and processes that support company and departmental standards, procedures, and strategic directives.
Use appropriate judgment in upward communication regarding department or employee concerns.
Any other duties as assigned.