Responsibilities:

• Oversees the day to day activities of the Customer Service Representatives.
• Responsible for the training of assigned personnel.
• Manages the process of initiating retailer customer service calls by telephone, analyzes retailer feedback and providing information requested or ascertains who can best provide the information and route the request to the proper person.
• Establish call lists and retailer order priorities with the CSR staff.
• Assists Senior Management with establishing goals, incentives and departmental promotions.
• Reports retailer information to management regarding all products and services experienced by the retailers.
• Trains, explains tasks and assists in the solution of problems.
• Prepare and present reports and other documentation on a timely basis
• Review CSR’s paperwork, including, but not limited to, daily call and phone activity reports.
• Establish quarterly and annual goals with each CSR, and evaluate at the end of each quarter.

Requirements:

• Proven track record in telephone customer service
• Supervisory experience
• Excellent verbal and written communication skills
• Ability to remain tactful and diplomatic in difficult situations
• An understanding of the dynamics of selling in a retailer environment
• Basic math aptitude