The Customer Service Supervisor is responsible for establishing work procedures, work schedules, and daily workflow for the Customer Service Representative (CSR) team. This role trains new employees, conducts performance reviews, and coaches and mentors staff to deliver exceptional customer service.
Manage a team of customer service representatives and ensure compliance with company policies and quality standards.
Monitor and review customer calls, emails, and other communications to maintain service quality.
Keep team members informed of updates to products, services, and company procedures.
Collect, analyze, and report on customer inquiries, complaints, and service metrics.
Prepare monthly performance reports for the customer service team.
Monitor team performance, identify areas for improvement, and implement corrective actions.
Develop and maintain knowledge base articles, FAQs, and customer support documentation.
Recommend and implement improvements to customer service processes and procedures.
Assist with departmental budget preparation.
Support the planning and coordination of promotional materials and events.
Ensure compliance with applicable company policies and relevant regulations.
Maintain the availability of sales- and customer service-related materials and equipment.
Provide timely feedback to management regarding customer concerns, operational issues, and service challenges.
Maintain accurate records of customer interactions, account activities, and related documentation.
Perform other duties as assigned.
Experience with MRP systems.
Experience managing work orders and customer complaint processes.
Leadership and team management.
Manufacturing environment experience.
Strong written and verbal communication skills.
Critical thinking and problem-solving.
Delegation and negotiation skills.
Ability to make sound decisions under pressure.
Time management and organizational skills.
Computer proficiency, including Microsoft Office.
Strong interpersonal and teamwork skills.
Salary: $70,000-$80,000 per year.
