Job Summary

Customer Service Supervisor

About the Job

Job Responsibilities

·         Ensures that the Customer Service team uses proper telephone etiquette and techniques to answer customer calls in a timely, polite and professional manner.

·         Maximize team productivity to meet established goals (key metric).  Includes support of established eCommerce goals and integration of eCommerce into daily operations.

·         Coach, counsel, and discipline employees as necessary.  Responsible for conducting verbal and written performance appraisals in a timely and appropriate manner.

·          Responsible for the growth and development of department personnel.

·         Work closely with customer service reps to ensure timely order entry, confirmation and delivery status of orders.  

·         Oversee daily department workflow to maintain a consistent rhythm and best utilize time. 

·         Promote time management during “crunch” times. 

·         Resolve service issues.  Work effectively with other departments and divisions to communicate and implement new procedures.

·         Direct the use of xpedx computer based systems to maximize productivity.

·         Assist in achieving department performance measurements and scorecards. 

·         Implement IP/xpedx policies and procedures according to company guidelines for assigned areas of responsibility.

·         Knowledgeable of safety work practices and assures all duties are performed in a safe manner.  Support division safety committee.  Participate in regular safety meetings; complete and review safety incident reports as necessary; recommend changes to assist in maintaining a safe working environment. 

·         Oversee training of new customer service representatives.

·         Prioritize efforts of customer service representatives to ensure all orders are processed to meet service expectations.

·         Assist in the recruitment and selection of new hires within the department.

·         Work with other team leaders and management to ensure consistent customer service within established guidelines.

·         Assist management to establish performance goals and conduct regular one-on-one meeting and annual performance review with employees in conjunction with management.

·         Monitor Cisco call center software to ensure team is managing call flow appropriately

·         Manage department vacation calendar

·                                 Performs other duties as assigned.