Customer Service - Customer Service Supervisor

Myers Industries Inc • Bristol, IN

2d

About The Position

The Customer Service Supervisor oversees a staff of customer service representatives that respond to requests from customers and supervises the daily workload to ensure required service volume and quality levels are attained. Trains and coaches staff in standard policies, procedures, and best practices.

Requirements

• Excellent communication (written and verbal) skills
• Demonstrated ability to interact with others in a positive and professional manner
• Ability to resolve conflicts and influence decisions based on facts and data
• Ability to think strategically taking into operational and customer requirements

Nice To Haves

• Bachelor’s Degree Preferred
• 5 years of experience supervising customer service representatives preferred

Responsibilities

• Improve customer service experience, create engaged customers and facilitate growth
• Take ownership of customers issues and follow problems through to resolution
• Set a clear mission and deploy strategies focused towards that mission
• Develop and document service procedures, policies and standards
• Keep accurate records and document customer service actions and discussions
• Analyze statistics and compile accurate reports identify opportunities for process improvement
• Manage, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment
• Keep ahead of industry’s developments and apply best practices to areas of improvement
• Control resources and utilize assets to achieve qualitative and quantitative targets
• Adhere to and manage the approved budget
• Prioritize and maintain an orderly workflow according to priorities
• Responsible for customer purchase orders follow through, validations and maintenance
• Communicates with internal and external customers to ensure effective relations
• Provides support to the Sales and other teams by creating reports and providing customer insights to support the best experience for customers while balancing the company's objectives
• Responsible for processing and responding to consumer questions, issues and inquiries about products, including, but not limited to, defects and claims, product replacement, product quality.
• Responsible for maintaining and keeping all Voice of the Customer (VOC) documentation
• Assist with maintaining all Sales procedures and processes
• Assists in resolving customer issues
• Other duties as assigned

What This Job Offers

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