Customer Service Supervisor
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Accentuate Staffing is currently recruiting for a Customer Service Supervisor to join a well-established technology client in Durham. The Customer Service Supervisor will control and administer all aspects of day-to-day customer-related responsibilities, manage and supervise a team of 5 customer service representatives. The Supervisor will be responsible for resource deployment and meeting agreed-upon Customer Service booking, metrics, and financial budgets.
Responsibilities:
- Oversee and monitor daily telephone activity, orders, quotes, bookings, shipments, backlog, change notices, customer returns and customer complaints.
- Provide corrective action, process improvements and direction as required.
- Assist the Customer Service Representatives in maintaining favorable relationships with customers, distributors, manufacturers’ representatives, and Key Account Managers.
- Assist in customer relationship by providing timely feedback on orders and projects while participating in required regular meetings.
- Handle problems, complaints, and issues by providing appropriate solutions and alternatives in a timely fashion to the customers and team.
- Work with the operations team to manage day to day fulfillment issues and develop process improvements as they relate to order processing and fulfillment
- Establish professional standards of performance and underlying processes for the Customer Service Representatives and ensure a system of continuous improvement.
Requirements:
- Associates degree in Business, Management, Marketing or a related field.
- Minimum of 3 years of Customer Service experience – supervisory experience preferred.
- Excellent oral and written communication skills.
- Computer proficiency required with a focus on MS Excel, MS Word and MS Outlook.
- MRP and CRM system experience.
- Experience working closely with scheduling, manufacturing, and general operations.
