The Customer Service Supervisor will be responsible, establishing work procedures, work schedules, and day-to-day workflow for CSR department staff. Trains new employees, perform annual reviews, trains, coaches, and mentor department staff on how to deliver the best customer service possible.
Roles and Responsibilities:
· Manages a team of assigned customer service representatives and ensures they comply with company guidelines particularly related to quality of service.
· Monitors or reviews calls or other correspondence between representatives and customers.
· Ensures that representatives are informed about changes to company products and services.
· Collects data and prepares reports on customer complaints and inquiries.
· Prepare monthly reports summarizing the assigned customer service team's performance.
· Monitor the team’s progress, identify shortcomings, and propose improvements.
· Prepares knowledge-based documents such as summaries and responses to frequently asked questions.
· Identifies opportunities to update or improve customer service procedures and makes recommendations to the Director of Customer Service or other appropriate staff.
· Monitor the team’s progress, identify shortcomings, and propose improvements.
· Assists with budget preparation for the Customer Service department.
· Assist in the preparation and organizing of promotional material or events.
· Ensure adherence to laws and policies.
· Ensure the adequacy of sales-related equipment or material.
· Provide timely feedback to company management regarding challenges or customer concerns.
· Keep records of customer interactions, process customer accounts and file documents.
· Performs other related duties as assigned.
Safety Responsibilities
Adheres to all Takigawa Corporation America Safety Policies and Procedures.
Continuous Improvement:
Promote continuous improvement through staff development and streamlining customer-based processes.
Participate in a teamwork atmosphere and contribute to continuous improvement projects.
Maintain and support continuous improvement and overall business strategies.
Observe production activities and monitor production lines to improve production efficiency and create cost effective methods.
Adaptability
Maintain professionalism, patience, and a “people-first” attitude, when communicating with customers. Monitor the team’s progress, identify shortcomings, and propose improvements.
Top Skills and Proficiencies:
MRP System (UPONE)
Supervise the UPONE process continuing through Work Order and customer complaints.
Leadership, Production Experience, Good Written and Oral Communication Skills, Problem Solving Abilities, Delegation, Negotiation, Ability to Work and Make Decisions Under Pressure, Compassion, Time Management Skills, Computer Literacy, People Person, Ability to Work as Part of a Team.
Requirements:
1. Education
High school diploma or equivalent; Associate degree or technical degree or certification preferred
2. Work / Skills
Critical thinking and analysis
Intermediate to advanced Microsoft Office skills
Interact with people of various social and cultural backgrounds
Experience with WHS, specifically with Radius.
Manufacturing 5+ years
Pay: $70,000.00 - $80,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Parental leave
- Tuition reimbursement
- Vision insurance
Experience:
- Manufacturing: 5 years (Required)
- Customer relationship management: 5 years (Required)
- Customer service: 5 years (Required)
- Warehouse management system: 5 years (Required)
Ability to Commute:
- Bardstown, KY 40004 (Required)
Work Location: In person
