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Customer Service Supervisor

The Customer Service Supervisor will be responsible for ensuring complete customer satisfaction at all times for all customers (B2B and B2C) of Abena North America, Inc. This position is responsible for supervising the day to day operations and performance of the Customer Service Reps. Works with customers, Customer Service Representatives and upper Management to serve as a driving force to help achieve “best in class” KPIs by helping to identify areas of improvement and assisting in implementing new methods for providing effective solutions. Responsible for ensuring task are met in order to achieve team objectives and goals.

Duties include:

  • Supervises day-to-day activities of customer service while setting clear expectations and leading by example.
  • Motivates, guides, and leads team with a focus on meeting and exceeding established business goals and objectives of department.
  • Prepare for and conduct monthly department meetings.
  • Supervising customer service representatives, including performance evaluations training, mentoring, disciplinary actions, and salary reviews.
  • Ensure customer inquiries regarding product, and logistics-related issues are handled in a timely and efficient manner.
  • Manage daily operation including entering order, processing returns and resolving charge-backs.
  • Monitor compliance with departmental policies and procedures and track progress regarding departmental goals.
  • Proactively identify opportunities to improve and enhance systems and processes to increase the efficiency and effectiveness of team.
  • Serve as a back-up/support leader for Customer Service
  • Identify opportunities to train and monitor team for effective skills and lead coaching efforts to identify sales opportunities.
  • Foster a work environment conducive to excellent transactional quality, staff productivity, customer service, learning, teamwork, execution and accountability.
  • Collaborate with other Department leaders to identify and implement process improvement strategies and tactics.
  • Effectively evaluates, coaches, and develops Customer Service Representatives service and sales skills and techniques for meeting service and sales goals. Ensures time is allocated for skill development.

 

Personality:

  • Self-motivated, dependable, well-organized, adaptable, flexible, resourceful, computer savvy, and detail oriented with strong written & verbal communications skills and the ability to balance multiple priorities. A “can do” attitude is required and the individual must be able to work in a fast-paced, challenging, energetic environment.  Team player and can inspire and motivate a team!

Qualifications:

  • Previous Customer Service supervisory experience required
  • Demonstrated ability to lead, coach and develop effective teams
  • Results oriented with ability to manage change while creating a positive environment
  • Ability to multitask in a fast paced environment; Strong time management and organizational skills
  • Excellent problem resolution and customer service skills
  • Excellent verbal and written communication skills
  • Positive attitude and strong interpersonal skills
  • Strong computer skills including, MS Office applications (Excel and PowerPoint)
  • Bachelor’s degree preferred.
  • SAP Experience Required. 

We Offer:

  • Full benefits (Medical, Dental and Vision)
  • 401k
  • Life Insurance
  • Paid Holidays
  • Vacation
  • Fun working environment: Games, Netflix, Pool Tables, Fools ball, Cable TV and more!
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