customer service supervisor duties for resume

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3 Customer Service Supervisor Resume Examples for 2024

Customer Service Supervisor Resume

Professional customer service supervisor resume, formal customer service supervisor resume.

• Customer Service Supervisor Resume Writing 101

Every great customer service operation needs effective strategists leading the way. You help by training staff members, monitoring performance data, and improving processes to create an outstanding customer experience. 

Have you strategized your resume to show hiring managers you’re the leader they need for their service staff?

Your performance as a supervisor can make or break how the service team performs, so hiring managers will give your resume a detailed review to ensure you’re the right fit. Allow us to help with our customer service supervisor resume examples plus and ai cover letter that provide an excellent template to showcase your top skills .

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What Matters Most: Your Customer Service Supervisor Skills & Work Experience

To determine if you can lead a team, hiring managers will first look at the skills listed on your resume . 

Ideally, you’ll want to use a mix of top customer service supervisor skills and what the company emphasizes in the job description since every company uses different technology and service techniques. For instance, one company may use HubSpot, whereas another uses Salesforce as its CRM of choice. 

Here are some of the best customer service supervisor skills to get you started.

9 best customer service supervisor skills

• Team Leadership
• Customer Relations
• Staff Development
• Conflict Resolution
• Microsoft Office
• Process Improvement

Sample customer service supervisor work experience bullet points

Leading a team requires more than just having the right skills . You must also put them to work on the job and show how they impact the customer experience. 

You can use customer service metrics to your advantage here, like resolution rates, call length, and satisfaction scores. 

Remember that one-sentence examples are the sweet spot here to avoid providing too much information that takes away from your primary skills in team leadership and customer relations.

Here are a few samples:

• Provided coaching and training for team members using new call scripts that improved satisfaction scores by 34%. 
• Conducted operational audits and monitored data in HubSpot to find 7 ways processes could be improved to decrease hold times by 45% while increasing satisfaction rates by 27%. 
• Optimized workflows in Zendesk and encouraged collaboration between team members to exceed yearly customer service goals in resolution rates and customer retention by 15%. 
• Led a team of 24 service reps while implementing a live chat system to provide 56% more efficient service. 

Top 5 Tips for Your Customer Service Supervisor Resume

• Supervisors need both technical know-how while also leading their teams to perform processes effectively. You can showcase both in your examples, such as training your 17-person team on active listening techniques to improve satisfaction scores by 42%. 
• A one-page resume is optimal to provide enough information without losing a hiring manager’s attention. To keep it concise, narrow in on the primary needs of the position. For instance, focusing on software like Help Scout and Zendesk would be ideal if the company uses live chat systems. 
• Action words like “oversaw” or “trained” will make your examples more engaging. For instance, saying you “oversaw a 20-person team and trained them on more efficient email response techniques to improve customer satisfaction by 43%.” 
• You’ve worked your way up over your career to get to a supervisory position. Therefore, your most recent experiences will be the most relevant to your team leadership abilities and should be listed first. 
• If you were writing an email to a customer in response to a service request, you would want essential information to be clear and well-spaced. The same is true with your resume. Organize it with clear headers, easily readable 12-14 point font, and bullet points with work experience examples. 

Resume summaries work well for those with ten or more years of experience in customer service. For instance, you could write a few sentences on how your 11 years of experience managing 35 or more daily inquiries with 96% satisfaction scores have equipped you for the role. 

Try to emphasize how your experiences as a customer service rep have equipped you with the technical skills for the role and any examples of leadership. For instance, training new service reps could show your abilities to lead. 

Aim to connect with the company’s mission and explain how you’ll succeed in the position in more detail. For instance, you could explain why providing efficient service is important to you and how you use Zendesk to help speed up response times to email service inquiries. 

Customer Service Supervisor Job Description, Key Duties and Responsibilities

This post provides detailed information on the customer service supervisor job description, including the key duties, tasks, and responsibilities they commonly perform.

It also highlights the major requirements that you may be asked to meet to be hired for the customer service supervisor role by most employers/recruiters.

What Does a Customer Service Supervisor Do?

A customer service supervisor is responsible for all the customer service operations within their organization or department.

The customer service supervisor job description entails assisting the manager or employer in ensuring that all customers are well taken care of and this includes assisting and training others to deliver good customer experience.

It involves ensuring that high standards of efficiency, quality, accuracy, and cost-effectiveness are achieved and that subordinates meet their objectives, deadlines, and standards.

The customer service supervisor will assist and offer guidance to subordinates who need help in learning new and more complex tasks.

He/she is in charge of hiring, training and evaluation of employees as part of the human resources department.

Their duties also include supervising the activities related to personnel, such as recruitment, selection, employee training, performance appraisal and disciplinary action when a problem occurs.

Customer service supervisors interview job applicants according to organizational requirements and standard operating procedures of the company.

The customer service supervisor work description also involves disciplining employees who violate company policies or procedures through corrective actions like verbal warning or termination of employment if necessary.

It also entails planning, communicating, and controlling work flow in a department and organization.

The supervisor will recommend changes, improvements or additions to the rules, methods or procedures that are related to the duties of subordinates

Customer Service Supervisor Job Description Sample/Example/Template

The customer service supervisor job description consists of the following duties, tasks, and responsibilities:

• Manage the tasks of the customer service supervisor
• Record the statistics of the customer service supervisor, employees, and customers in the performance report
• Control and handle complaints when they come to the customer service supervisor’s office
• Create a survey form to evaluate the customer experience that clients have when they come to the customer service supervisor’s office
• Process a complaint letter received by telephone or in person so it can be dealt with quickly and efficiently without delay or unnecessary delay
• Find the real cause of a problem to give customers a satisfactory answer
• Give the customer a full set of information about his or her rights and responsibilities
• Keep information about clients’ complaints on record for 3 years so that problems can be dealt with effectively so as not to repeat the same mistakes
• Analyze the complaints received from customers so that it can be used to improve the quality of services offered by your company
• Complete a report of customer complaints and make recommendations for how to improve service based on the quality of all received complaints
• Keep customers informed about any delays in providing services or goods
• Follow up with customers after the problem has been resolved so as to collect feedback from them on how you solved their issues.

Customer Service Supervisor Job Description for Resume

If you have worked previously in the position of a customer service supervisor or are currently working in that role and are making a new resume or CV, then you can create a compelling Professional Experience section for your resume by applying the sample customer service supervisor job description provided above.

You can express the duties and responsibilities that you carried out or are presently performing as a customer service supervisor in your resume’s Professional Experience by utilizing the customer service supervisor job description example provided above.

This will show that you have been successful performing the duties and responsibilities of a customer service supervisor, which can greatly boost your chances of being hired for the new position that you are applying for, especially if it requires someone with some customer service supervisor work experience.

Customer Service Supervisor Requirements: Skills, Knowledge, and Abilities for Career Success

Here are important requirements that candidates may be expected to fulfill to be hired by most recruiters/employers for the customer service supervisor position:

• Excellent people skills in order to deal with customers or clients
• Ability to interpret policies and procedures so they can provide information in understandable terms to clients
• Must be excellent communicators because customer service supervisors will engage with customers, clients and other employees regarding various issues concerning the services they offer
• Have the ability and willingness to solve problems that are brought up by customers, clients, or other employees as it pertains to their job function
• Possess accurate knowledge in the rules and regulations of the industry they are working in
• Ability to establish and maintain effective working relationships with clients, customers employees and other officials
• Must be good time managers because they will have to prioritize their work
• Ability to monitor and evaluate the work performance of staff under their supervision
• Must have good analytical skills so they can anticipate problems that might arise so they can avoid them
• Ability to give clear directives or instructions to subordinates or employees they have direct supervision over
• Well organized with excellent problem-solving skills because they will be responsible for solving problems as part of their job description
• Must be honest and trustworthy because they are in a position to access confidential information about customers and clients.

Customer Service Supervisor Salary

According to Glassdoor, the average annual salary for a customer service supervisor in the United States is $55,189.

This post is beneficial to individuals interested in the customer service supervisor career. They will be able to learn all they need to know about what customer service supervisors do to decide if that’s the right career for them.

It is also useful to employers/recruiters in making a detailed job description for the customer service supervisor role in their companies for use in hiring competent individuals for the position.

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• • Handled an average of 300 customer interactions per week, maintaining a 90% satisfaction rating.
• • Implemented a new customer relationship management system, resulting in a 25% improvement in response times.
• • Developed scripts for customer service responses that were adopted company-wide.
• • Resolved 97% of customer issues without escalation.
• • Received 'Employee of the Month' award three times due to exceptional service delivery.
• • Managed customer inquiries via phone, email, and live chat.
• • Assisted with the hiring and training of three new customer service reps
• • Maintained a 98% customer satisfaction score across handled queries.
• • Managed an average of 200 inbound customer inquiries per day.

5 Customer Service Supervisor Resume Examples & Guide for 2024

Your customer service supervisor resume must prominently feature your leadership experience. It should clearly demonstrate your ability to manage and motivate a team. Ensure your resume reflects a strong understanding of customer service protocols and conflict resolution. Display a history of achieving customer satisfaction and team productivity goals.

All resume examples in this guide

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Resume Guide

Designing your customer service supervisor resume: best practices, the experience section of your customer service supervisor resume: your professional journey, decoding the essence of your customer service supervisor resume: hard and soft skills, highlighting customer service supervisor-specific certifications and education, adding a summary or objective to your customer service supervisor resume, additional customer service supervisor resume sections for a personalized touch, key takeaways.

A common challenge faced by a Customer Service Supervisor when creating a resume is demonstrating their ability to manage teams and resolve customer issues effectively in a concise, yet impactful manner. Our guide can assist with this by providing concrete examples, action verbs, and metrics-based strategies for showcasing your leadership skills and tangible impacts on customer satisfaction and team productivity.

Dive into our customer service supervisor resume guide to:

• Explore top-tier resume examples, offering insights into the industry's best practices.
• Enhance sections like experience, education, and achievements with expert advice.
• Articulate your technical prowess and personal attributes, setting you apart from other candidates.
• Sharpen your focus on the distinct skills that make your customer service supervisor resume resonate with recruiters.

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Before penning down your customer service supervisor resume, consider its structure and format . Here's what you should remember:

• Employ the reverse-chronological format to present your experience, starting with your most recent role.
• Your resume's header should feature accurate, professional contact details. If you maintain a professional portfolio or LinkedIn profile, include its link.
• Keep your resume concise, ideally within two pages. Prioritize relevance over length.
• Unless directed otherwise, save your resume as a PDF to preserve its design.

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Drop your resume here or choose a file . PDF & DOCX only. Max 2MB file size.

Choose a legible, professional font for your customer service supervisor resume, such as Arial or Calibri.

Elevate your customer service specialist resume with these essential sections:

• Header: The go-to section for recruiters seeking your contact details, portfolio, or current role.
• Summary or objective: A snapshot of your achievements and aspirations.
• Experience: A testament to your technical and interpersonal prowess.
• Skills: A showcase of your capabilities aligned with the job requirements.
• Certifications/Education: A reflection of your commitment to staying updated in the industry.

What recruiters want to see on your resume:

• Proven experience in managing and leading a customer service team.
• Demonstrated expertise with customer service software, databases, and CRM tools.
• Strong communication skills, both written and verbal, for effective interaction with customers and team members.
• Demonstrable ability to analyze performance metrics, identifying areas for improvement and implementing changes as needed.
• Evidence of exceptional organizational and problem-solving skills that ensure the smooth running of the customer service department.
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The experience section is your platform to narrate your professional story. Recruiters scrutinize this section to gauge your unique value proposition.

Here are five steps to craft a compelling experience section:

• Highlight relevant roles, including the company, role description, and tenure, supported by up to six bullet points per role.
• Emphasize tangible outcomes of your contributions, using quantifiable metrics where possible.
• Integrate positive feedback or endorsements to bolster your claims.
• Ensure verb tense consistency when detailing responsibilities.
• Summarize significant achievements relevant to each role.

Explore how seasoned customer service supervisor professionals have crafted their experience sections to secure roles at industry-leading firms.

• Managed a team of 15 customer service representatives, ensuring high-quality service delivery
• Implemented a new customer feedback system resulting in a 20% increase in customer satisfaction
• Developed and delivered training programs to enhance the team's product knowledge and communication skills
• Led a team of 10 customer service agents, achieving a consistent 95% customer satisfaction rating
• Introduced process improvements that reduced average call handling time by 15%
• Collaborated with the marketing department on a successful customer retention campaign resulting in a 10% increase in customer loyalty
• Oversaw a team of 20 customer service representatives, ensuring adherence to service level agreements
• Implemented a live chat support system resulting in a 30% reduction in phone call volume
• Developed and implemented a customer feedback analysis program leading to a 25% improvement in response time
• Managed a team of 12 customer service associates, driving a 15% increase in customer retention
• Implemented a customer loyalty program resulting in a 10% growth in repeat business
• Collaborated with the IT department to enhance the CRM system, optimizing customer data management
• Supervise a team of 25 customer service representatives, ensuring adherence to performance metrics
• Developed and implemented a comprehensive training program resulting in a 40% reduction in onboarding time
• Led a cross-functional project team to streamline the complaint resolution process, reducing average handling time by 20%
• Managed a team of 18 customer service agents, achieving a 95% first-call resolution rate
• Implemented a knowledge base system resulting in a 30% decrease in escalations to higher-level support
• Collaborated with the product development team to improve user interface resulting in a 15% reduction in customer complaints
• Oversaw a team of 14 customer service representatives, consistently meeting or exceeding service level targets
• Implemented a quality assurance program resulting in a 10% improvement in call quality scores
• Developed and implemented customer service policies and procedures to ensure compliance with industry regulations
• Led a team of 20 customer service associates, maintaining a customer satisfaction rating above 95%
• Developed and implemented a chatbot system resulting in a 25% reduction in average response time
• Collaborated with the sales team on a successful upselling campaign resulting in a 15% increase in revenue
• Managed a team of 16 customer service representatives, improving first-call resolution rate by 20%
• Implemented a customer feedback survey resulting in a 30% increase in Net Promoter Score
• Developed and launched a self-service portal resulting in a 40% decrease in call volume
• Supervised a team of 10 customer service agents, achieving a 90% customer satisfaction rating
• Implemented a performance tracking system resulting in an 8% improvement in agent productivity
• Collaborated with the operations team to streamline workflow processes leading to a 15% reduction in customer complaints

Quantifying impact on your resume

• Include the number of team members you supervised, demonstrating your ability to manage and lead effectively.
• List quantifiable customer satisfaction scores, showing your ability to meet or exceed customer expectations.
• Highlight any improvements in service level agreements (SLAs) under your supervision, indicating your efficiency and effectiveness.
• Mention any reduction in customer complaints or escalations under your management, reflecting your problem-solving and de-escalation skills.
• Provide details about employee training or development programs you initiated, including the number of employees trained, showcasing your dedication to professional growth within your team.
• State any revenue increase or cost savings achieved through your initiatives, demonstrating your ability to contribute positively to the company's finances.
• Quantify your experience with various customer support technologies (e.g., CRM software), elucidating your tech-savviness and familiarity with industry-relevant tools.
• Specify any targets or KPIs met or exceeded, expressing your goal-oriented nature and commitment to delivering results.

Crafting the experience section for novice customer service supervisor candidates

Lack of extensive experience doesn't equate to an empty resume. Here's how you can enrich your experience section:

• Volunteer Roles: Community involvement often equips you with valuable interpersonal skills, and sometimes even technical ones, relevant to the job.
• Academic Projects: Highlight significant university projects that contributed to the field, showcasing your hands-on experience.
• Internships: Even short-term internships can be invaluable. If they're pertinent to the role, they deserve a spot on your resume.
• Past Jobs: Even if unrelated to the customer service supervisor, these roles can demonstrate transferable skills that are beneficial for the position.
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When detailing your career journey, there's no need to delve deep into early roles. Prioritize what resonates with recruiters. For senior positions, a decade-long retrospective can effectively illustrate your evolution.

Every job description communicates the desired hard and soft skills. These skills are the backbone of your application.

Hard skills are your tangible, technical proficiencies, often validated through certifications or hands-on experience. On the other hand, soft skills reflect your interpersonal abilities and how you navigate diverse work environments.

To effectively spotlight these skills on your resume:

• Create a distinct section for technical skills, listing the most relevant ones for the job.
• Highlight your strengths by weaving in achievements that underscore specific skills.
• Strike a balance between hard and soft skills to present a well-rounded profile.
• If multilingual, include a language proficiency section, emphasizing the interpersonal advantages it brings.

Stay tuned for a deep dive into the most in-demand hard and soft skills in the industry.

Top skills for your customer service supervisor resume

Customer Service

Team Leadership

Performance Tracking and Evaluation

CRM software proficiency

Data Analysis

Conflict Resolution

Sales Techniques

Operational Procedures

Project Management

Microsoft Office Suite

Active Listening

Problem Solving

Effective Communication

Decision Making

Multitasking

Positive Attitude

Adaptability

Time Management

Consider dedicating a separate skills section on your customer service supervisor resume to showcase your technical proficiencies, especially if you want to highlight specific software expertise.

Your resume education section can be a treasure trove of skills and experiences relevant to the role. Here are the best practices when it comes to featuring it on your resume:

• Highlight advanced qualifications, detailing the institution and duration.
• If you're currently pursuing a degree, mention your expected graduation date.
• Consider omitting unrelated degrees.
• If your academic journey boasts significant achievements, especially in research, elaborate on them.

What's more, shocasing relevant industry certifications can bolster your credibility, even if you lack extensive work experience.

To effectively present your certifications:

• Place pivotal industry certifications prominently in a dedicated section.
• If a certification is particularly impressive, consider featuring it near your name or within the header, summary, or objective.
• Provide details, where relevant, to underscore alignment with the role.
• Recent certifications should be given advantage, as they show your up-to-date knowledge.

Both education and certification sections highlight your commitment to professional growth, a trait valued by employers. Below, explore some of the most current and sought-after customer service supervisor certifications to enhance your application:

Best certifications to list on your resume

• CCA Global Standard© Certification - CCA Global

The reputation of the institution or organization granting your certification or degree can bolster your credibility. Prioritize recognized and respected credentials.

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• Cum Laude on Resume

One of the most crucial elements of your professional presentation is your resume's top one-third.

This most often includes:

• Either a resume summary - your career highlights at a glance. Select the summary if you have plenty of relevant experience (and achievements), you'd like recruiters to remember about your application.
• Or, a resume objective - to showcase your determination for growth. The perfect choice for candidates with less experience, who are looking to grow their career in the field.

If you want to go above and beyond with your customer service supervisor resume summary or resume objective, make sure to answer precisely why recruiters need to hire you.

What is the additional value you'd provide to the company or organization?

Now here are examples from real-life customer service supervisor professionals, whose resumes have helped them land their dream jobs:

Resume summary and objective examples for a customer service supervisor resume

1. Resourceful leader with over 10 years of experience in the retail sector, proficient in driving customer satisfaction and team productivity. Known for reducing customer complaints by 30% through strategic communication initiatives and strong problem-solving skills. Experienced in CRM systems, conflict resolution, and improving operational efficiency.

2. Accomplished operations manager transitioning to customer service supervision, bringing 8 years of expertise in fostering team collaboration and streamlining processes. Proven ability to assimilate new information swiftly, demonstrated during cross-departmental project leadership resulting in a 20% decrease in operational costs.

3. Award-winning software engineer pivoting towards customer service, armed with robust technical knowledge and 5-years' experience in delivering user-centric solutions. Proficient in SQL and Python, with a track record of developing customer relationship management software that increased client retention rate by 15%.

4. Seasoned professional in the hospitality industry, passionate about offering superior service experiences. Over 7 years of experience managing diverse teams and optimizing procedures to enhance customer satisfaction. Expertise in complaint management and process improvement, instrumental in elevating hotel rating by 2 stars.

5. Aspiring to leverage my exceptional interpersonal skills and passion for helping others into a customer service supervisor role. With a recent degree in Business Administration and a part-time background in retail, I am equipped to lead and inspire teams towards achieving high customer satisfaction rates.

6. Recent graduate seeking to apply theoretical knowledge from a BA in Communication Studies to real-world scenarios as a customer service supervisor. Committed to creating a positive work environment and developing effective communication strategies to ensure customer satisfaction.

To further personalize your customer service supervisor resume, consider adding sections that reflect your unique qualities and achievements.

Popular choices include:

• Projects to showcase significant work achievements.
• Languages to indicate proficiency levels.
• Awards to celebrate industry recognitions.
• Hobbies and Interests to share personal passions.
• Craft a customer service supervisor resume that's easy to read and aligns with the role's requirements.
• The top third of your resume should clearly convey your unique value proposition for the customer service supervisor role.
• Tailor your resume to the job, highlighting skills, achievements, and the tangible results of your efforts.
• Detail your certifications and technical skills to demonstrate proficiency with specific tools and technologies.
• The sections you choose should collectively present a comprehensive view of your professional expertise and personality.

Looking to build your own Customer Service Supervisor resume?

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Customer Service Supervisor: Resume Example and Skills

As a customer service supervisor, you will be responsible for ensuring that your team provides exceptional customer service to clients. Your role requires you to manage, oversee and lead customer service representatives who are responsible for handling customer inquiries, complaints and issues.

Definition and Responsibilities

A customer service supervisor is a professional who is responsible for leading a team of customer service representatives. The role requires you to be a mentor, trainer, and motivator for the team while also ensuring that the team members are providing top-tier customer service to clients. You will need to coordinate the team’s daily activities, measure their productivity, and ensure that they follow the company’s policies and guidelines.

Importance of a Customer Service Supervisor in a Company

A customer service supervisor plays a pivotal role in any company. It is your responsibility to ensure that your team is providing excellent customer service, which can result in improved customer satisfaction, loyalty, and long-term business relationships. Your team’s performance can either make or break the company’s reputation and revenue. Therefore, companies rely on their customer service supervisors to ensure that customer service operations run smoothly.

Key Skills and Qualifications

To be an effective customer service supervisor, you need exceptional communication skills, both verbal and written, a calm demeanor in handling high-pressure situations, good problem-solving skills, strong leadership qualities, and the ability to multitask. Additionally, you need to possess the following qualifications:

• High school diploma or GED
• Experience in customer service (preferably within a supervisory role)
• Excellent organizational and time management skills
• Attention to detail
• Ability to work under pressure and meet tight deadlines
• Familiarity with customer service software and tools

A customer service supervisor plays a crucial role in any company’s success. To excel in this role, you need to possess excellent communication, leadership, and problem-solving skills, as well as possess qualifications that meet your employer’s expectations.

Crafting your Customer Service Supervisor Resume

As a customer service supervisor, your resume needs to reflect your leadership, communication, and problem-solving skills. Here are some essential tips for crafting a strong customer service supervisor resume:

A. Organizational Tips for Your Resume

Before diving into the content of your resume, it’s crucial to structure it in a clear and organized manner. Use bullet points and short paragraphs to break up large blocks of text, and ensure that your resume is easy to read by using a simple font and a clean layout.

B. Formatting Guidelines

When it comes to formatting your resume, there are a few essential guidelines to follow. Start with a header that includes your name, contact information, and a professional summary or headline. Use appropriate section headings, such as “Work Experience,” “Education,” and “Skills.” Also, be consistent in your use of bolding, underlining, and italics.

C. Creating a Strong Profile Summary

Your profile summary should be a brief yet compelling overview of your skills and experience. Highlight your key achievements, areas of expertise, and career aspirations. This section should grab the attention of the reader and make them want to read more.

D. Showcasing Your Relevant Work Experience

When it comes to showcasing your work experience, focus on the most relevant roles first. Use bullet points to highlight your accomplishments and quantify your achievements wherever possible. This could include metrics like customer satisfaction scores, productivity improvements, and team management successes.

E. Highlighting Your Education and Certifications

Your education and certifications are essential to demonstrate your knowledge and expertise in the field. Make sure to include the name of the institution, the degree or certification, and the dates attended. Also, highlight any relevant coursework or training that relates to your customer service supervisory role.

F. Including Key Skills and Abilities

Your skills and abilities are what set you apart from other candidates. Be sure to include both hard and soft skills, such as customer service training, conflict resolution, problem-solving, and communication. Also, tailor your skills to match the requirements of the job posting.

Crafting a customer service supervisor resume requires careful attention to detail, structure, and content. By following these essential tips, you can create a strong and compelling resume that showcases your skills and experience effectively.

Action Verbs and Keywords for a Customer Service Supervisor Resume

A. importance of action verbs and keywords.

In today’s competitive job market, it is important to make your resume stand out from the rest. Action verbs and keywords can greatly improve the effectiveness of your resume by highlighting your skills and accomplishments.

Action verbs are words that describe an action or activity, and they can add power and impact to your resume. By using action verbs, you can emphasize your achievements and demonstrate your ability to take initiative and get things done.

Keywords are specific terms or phrases that are commonly used in a particular industry or job. Including relevant keywords in your resume can signal to an employer that you have the necessary skills and experience to excel in the role.

When crafting your customer service supervisor resume, be sure to incorporate action verbs and keywords that showcase your leadership abilities, customer service expertise, and communication skills.

B. Example of Action Verbs and Keywords for a Customer Service Supervisor

Here are some examples of powerful action verbs and keywords that can elevate your customer service supervisor resume:

Action Verbs:

• Coordinated: Successfully managed a team of customer service representatives to ensure timely and efficient operations.
• Directed: Oversaw customer service interactions, providing guidance and support to representatives as needed.
• Implemented: Developed and implemented new customer service policies and procedures to improve overall satisfaction.
• Mentored: Trained, coached, and mentored new customer service representatives to enhance their skills and knowledge.
• Resolved: Successfully resolved complex customer complaints and issues, ensuring a positive experience for all parties involved.
• Streamlined: Optimized processes and procedures to increase efficiency and reduce customer wait times.
• Supervised: Oversaw day-to-day operations of the customer service department, ensuring high-quality service delivery.
• Customer satisfaction
• Conflict resolution
• Team management
• Communication skills
• Performance metrics
• Call center experience
• Training and development
• CRM software proficiency

By incorporating these powerful action verbs and relevant keywords into your customer service supervisor resume, you can effectively communicate your abilities and stand out from the competition. Remember to tailor your resume to the specific job you are applying for, and highlight your relevant experience and achievements.

Essential Skills for a Customer Service Supervisor

In order to be an effective customer service supervisor, one must possess a variety of essential skills. These skills include communication, leadership and management, problem-solving and decision-making, and knowledge of customer service best practices.

A. Communication Skills

Effective communication is a critical skill for a customer service supervisor. It is important for supervisors to communicate clearly and positively with both customers and employees. They must be able to listen actively, respond appropriately, and convey information in a way that is understandable to all parties involved. Communication skills also include the ability to provide constructive feedback and handle difficult conversations.

B. Leadership and Management Skills

Another key skill for a customer service supervisor is leadership and management. Supervisors must be able to set clear expectations and goals for their team, as well as provide guidance and direction on how to achieve those goals. They must be able to motivate their employees, build rapport and trust, and handle conflicts effectively. In addition, management skills such as budgeting, scheduling, and performance evaluations are essential to successfully leading a team.

C. Problem-solving and Decision-making Skills

Customer service supervisors must also possess strong problem-solving and decision-making skills. They must be able to quickly assess situations, identify the root cause of problems, and develop effective solutions. This may require the ability to think creatively and outside of the box, as well as the ability to gather and analyze data to inform decisions.

D. Knowledge of Customer Service Best Practices

Finally, customer service supervisors must have a thorough knowledge of customer service best practices. They should be able to identify areas for improvement in their team’s customer service delivery and implement strategies to enhance the customer experience. This may include providing ongoing training and support to employees, implementing customer feedback mechanisms, and staying up-to-date on the latest technologies and trends in customer service.

A successful customer service supervisor requires a diverse set of skills, including strong communication, leadership and management, problem-solving and decision-making, and knowledge of customer service best practices. By possessing these skills, they can effectively lead their team and deliver an exceptional customer experience.

Example Customer Service Supervisor Resume

A. detailed breakdown and discussion of an example resume.

As a customer service supervisor, your resume should highlight your years of experience in managing a team of customer service representatives, your ability to handle customer complaints, and your exceptional communication skills. Let’s analyze an example resume to see how you can best showcase these skills to potential employers.

Name:  Jane Smith

Contact Information:

• Phone number: (555)-555-5555
• Email:  [email protected]
• LinkedIn Profile: linkedin.com/in/janesmith

Experienced customer service supervisor with over 5 years of experience in managing a team of 10 customer service representatives. Proficient in handling customer complaints and resolving issues in a timely and effective manner. Strong communication skills, both written and verbal.

Work Experience:

• ABC Company
• September 2017 – Present
• Manage a team of 10 customer service representatives, including scheduling and training employees.
• Resolve customer complaints and issues efficiently and effectively.
• Regularly review and analyze team members’ performance to identify areas of improvement.
• XYZ Company
• January 2015 – August 2017
• Assisted customers with product selection, processed orders, and resolved customer complaints.
• University of XYZ
• Graduated May 2014

B. Analysis of Key Strengths and Areas for Improvement

Jane Smith’s resume does an excellent job of showcasing her strengths and qualifications for a customer service supervisor position.

• The summary section highlights her years of experience in managing a team of customer service representatives and her ability to handle customer complaints effectively.
• Her work experience includes a specific focus on managing a customer service team and resolving customer complaints.
• Her education in business administration provides a strong foundation for managing a team and making informed decisions.

Areas for Improvement:

• The resume could benefit from some quantifiable achievements or specific skills that Jane has developed in her role as a customer service supervisor. This could be accomplished by including specific metrics on how she improved customer satisfaction or how she developed and implemented customer service training materials.
• Additionally, Jane’s resume could benefit from a section highlighting any relevant industry awards, certifications, or professional development courses.

Jane Smith’s example resume provides a strong foundation for a customer service supervisor resume. She highlights her relevant experience and qualifications and presents herself as a competent and effective leader. By including some specific quantifiable achievements and highlighting any relevant certifications or awards, her resume could be even stronger.

Cover Letter for a Customer Service Supervisor Position

A. importance of a cover letter:.

When applying for a Customer Service Supervisor Position, a candidate must submit a cover letter along with the resume. The cover letter serves as the first impression of the applicant, and it should showcase their skills, experiences, and qualifications. It is important to understand that the cover letter provides an opportunity to differentiate oneself from other candidates.

B. Formatting and Writing Guidelines:

The following formatting and writing guidelines should be kept in mind when writing a cover letter for a Customer Service Supervisor Position:

Introduction:  The introduction should include the position applied for and a brief statement about the applicant’s qualifications and why they are suitable for the role.

Body:  The body of the cover letter should include information about the applicant’s skills, experiences, achievements, and qualifications. It is essential to provide specific examples of how the candidate has successfully managed a team of customer service representatives.

Closing:  The closing section should summarize the applicant’s qualifications and express their interest in the position. The applicant should also request an opportunity to discuss their candidacy further.

Length:  The cover letter should be no longer than one page.

Font and Style:  A professional font such as Times New Roman or Arial should be used. The style should be formal and professional.

Proofreading:  The letter should be proofread to ensure that there are no grammatical or spelling errors.

C. Example of a Cover Letter for a Customer Service Supervisor:

[Full Name] [Address] [City, State ZIP Code] [Phone number] [Email]

[Today’s Date]

[Name of Hiring Manager] [Company Name] [Address] [City, State ZIP Code]

Dear [Hiring Manager’s Name],

I am writing to express my interest in the Customer Service Supervisor position in your organization. With over five years of experience in the customer service industry and two years in a leadership role, I can bring valuable experience and qualities to benefit your organization. My passion for providing excellent customer service is what drives me every day, and I am also committed to managing and motivating teams to achieve their goals.

I have had the opportunity to work with a diverse group of customers throughout my career, and I understand the importance of providing personalized support to each customer. My ability to handle difficult customer situations with empathy and professionalism has earned me recognition and awards from my previous employers.

In my previous role as a Customer Service Manager at XYZ Corporation, I was responsible for managing a team of 15 customer service representatives. By creating a culture of open communication, setting performance goals, and providing regular feedback, I was able to increase the team’s productivity by 20% within the first year of my tenure. My team also consistently exceeded customer satisfaction goals set by the company, and I contributed to creating customer loyalty programs that have positively impacted the company’s revenue.

Customer Service Supervisor Interview Questions and Answers

As a customer service supervisor, you are responsible for managing a team and ensuring that your department delivers excellent customer support. Here are some common interview questions you may encounter as you prepare for your job interview.

A. Example Questions Frequently Asked in an Interview

• What experience do you have in customer service management?
• Can you explain your customer service philosophy?
• How do you motivate your team to provide excellent customer support?
• Describe a scenario in which you had to handle a difficult customer complaint.
• What strategies do you use to measure customer satisfaction?

B. Tips for Answering Interview Questions

To answer these interview questions effectively, it’s important to prepare thoughtful, concise responses that demonstrate your experience and expertise in customer service management. Here are some tips that can help you answer these interview questions successfully:

• Be specific: Use examples from your previous work experiences to illustrate how you have dealt with various customer service scenarios.
• Highlight your leadership skills: As a customer service supervisor, your ability to lead and manage a team is crucial. Make sure to communicate your management style and experience.
• Emphasize your commitment to customer satisfaction: Highlight your customer-centric approach and demonstrate how you’ve gone above and beyond to satisfy customers in the past.
• Show enthusiasm: Passion, positivity, and energy are highly valued in customer service roles. Be sure to showcase your enthusiasm for the job, the company, and the customers.

C. Example Answers for Interview Questions

I have over 5 years of experience in managing customer service teams in both call center and retail environments. In my previous role as a customer service manager at XYZ Inc., I oversaw a team of 15 customer service representatives and implemented several workflow improvements, resulting in a 20% reduction in customer complaints and a 15% increase in customer satisfaction ratings.

My customer service philosophy revolves around empathy, clear communication, and proactive problem-solving. I believe in treating customers with kindness and respect while also working to identify and address their needs and concerns as efficiently as possible.

There are a few ways I motivate my team to provide excellent customer support. First, I lead by example and consistently model excellent customer service skills. Second, I provide frequent feedback and recognition for a job well done. Finally, I create a positive work environment that fosters collaboration and communication, allowing team members to grow and develop their skills.

In my previous position as a customer service supervisor for a large retail chain, I received a call from a customer who was very upset about a damaged item they received in the mail. Although the situation was not our fault, I took responsibility and apologized for the inconvenience.

Career Growth Opportunities for a Customer Service Supervisor

As a Customer Service Supervisor, you have several possible career paths to choose from, depending on your interests and goals. Here are some potential career paths to consider:

A. Possible Career Paths

1. customer service manager.

As a Customer Service Manager, you would be responsible for overseeing the entire customer service department. You would be responsible for ensuring that customer inquiries are resolved efficiently, that customer satisfaction is high, and that the department is meeting its goals. You would also be responsible for mentoring and training new customer service representatives.

2. Operations Manager

As an Operations Manager, you would be responsible for the day-to-day operations of your company. You would be responsible for ensuring that your employees are working efficiently and that your company is meeting its goals. You would also be responsible for hiring and training new employees.

3. Sales Manager

As a Sales Manager, you would be responsible for driving sales growth for your company. You would be responsible for developing strategies to increase sales, negotiating deals with customers, and mentoring and training your sales team.

B. Advancement Opportunities

As a Customer Service Supervisor, there are several advancement opportunities available to you. Here are some of the potential advancement opportunities:

As mentioned earlier, you may be promoted to the role of Customer Service Manager, where you would be responsible for overseeing the entire customer service department.

2. Senior Customer Service Supervisor

As a Senior Customer Service Supervisor, you would be responsible for overseeing a particular region or department within the customer service department. You would be responsible for mentoring and training junior customer service supervisors and for ensuring that your department is meeting its goals.

3. Director of Customer Service

As a Director of Customer Service, you would be responsible for setting the overall strategy for your customer service department. You would be responsible for ensuring that your department is providing the highest level of customer service possible.

C. Necessary Additional Education and Training

To advance in your career as a Customer Service Supervisor, you may need additional education and training. Here are some examples of the necessary additional education and training:

1. Bachelor’s Degree

Many customer service supervisor positions require a Bachelor’s Degree in a related field such as business administration, management, or communications.

2. Professional Development

It is important to stay up-to-date with the latest industry trends and best practices. Consider attending conferences, networking events, and other professional development opportunities to enhance your skills and knowledge.

3. Leadership Training

As you move up in your career, you will be responsible for leading teams of people. Consider taking leadership training courses to enhance your skills in this area.

As a Customer Service Supervisor, you have many career growth opportunities available to you. Consider these potential career paths, advancement opportunities, and necessary additional education and training to continue growing and advancing in your career.

Tips for Effective Customer Service Supervision

As a customer service supervisor, building strong interpersonal relationships with both customers and team members is crucial. Here are some tips to help you excel in this area:

A. Building Strong Interpersonal Relationships

Be approachable and friendly: Make it easy for customers and team members to talk to you. Show genuine interest in their concerns and ideas.

Listen actively: Pay close attention to what people are saying, and take the time to understand their perspective. Repeat back what you have heard, to show that you are engaged in the conversation.

Empathize: Put yourself in the shoes of the person you are speaking with. Try to see their point of view, and respond appropriately.

Show appreciation: Recognize and acknowledge the contributions of your team members. Thank them for their hard work and dedication.

B. Effective Communication with Customers

Be clear and concise: Use simple language and avoid jargon or technical terms that customers may not understand.

Be responsive: Respond to customer inquiries and complaints quickly, and keep them informed throughout the process.

Be respectful: Treat all customers with respect, and avoid using language or behavior that could be perceived as rude or dismissive.

Use positive language: Focus on solutions rather than problems. Use positive language that conveys a can-do attitude.

C. Handling and Resolving Customer Complaints

Listen carefully: Allow customers to express their frustrations and listen actively to what they have to say.

Apologize sincerely: If the company made a mistake, take responsibility and apologize sincerely to the customer.

Offer solutions: Work with the customer to identify a solution that meets their needs, within the company’s policies and guidelines.

Follow up: Make sure the customer is satisfied with the resolution, and follow up with them to ensure that their experience has been positive.

D. Managing and Motivating Your Team

Set clear expectations: Communicate your expectations clearly, and ensure that your team members understand their job responsibilities.

Provide feedback: Provide regular feedback to your team members, both positive and constructive, to help them improve their skills and performance.

Build a positive team culture: Create a positive team culture by encouraging teamwork, collaboration, and open communication.

Recognize and reward success: Recognize team members for their achievements, and reward them with incentives or promotions when appropriate.

As a customer service supervisor, your role is critical in ensuring that your team delivers excellent customer service. By building strong interpersonal relationships, communicating effectively with customers, handling and resolving complaints, and managing and motivating your team, you can help your team succeed in their roles and ensure that your customers have a positive experience with your company.

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Customer Service Supervisor Resume Samples

The guide to resume tailoring.

Guide the recruiter to the conclusion that you are the best candidate for the customer service supervisor job. It’s actually very simple. Tailor your resume by picking relevant responsibilities from the examples below and then add your accomplishments. This way, you can position yourself in the best way to get hired.

Craft your perfect resume by picking job responsibilities written by professional recruiters

Pick from the thousands of curated job responsibilities used by the leading companies, tailor your resume & cover letter with wording that best fits for each job you apply.

Create a Resume in Minutes with Professional Resume Templates

• Provide expertise and/or general claims support to teams in reviewing, researching, negotiating, processing and adjusting claims
• Performs Lead Teller duties to including functioning as the Customer Service Manager which involves conducting morning huddles and weekly staff meetings
• Assist in training of new Team Members, utilizing learning checklists and training materials
• Ensures adequate phone coverage, including making decisions regarding scheduling changes
• Insure proper training of personnel, as well as assisting with writing work instructions following department policies and processes
• Support staffing (perpetuate the team) through candidate evaluations, conducting interviews and collaborating on staffing decisions
• Responsible for setting and managing the customer service roadmap as well as for defining and designing all aspects of process implementation for the division
• Carrying out supervision, call monitoring, coaching, training, disciplining, and reviewing all agents
• Carrying out supervision, call monitoring, coaching, training, disciplining, and reviewing all agents or operators
• Controls expenses by gathering and submitting budget information; scheduling expenditures; monitoring variances; implementing corrective actions
• Schedules the work of subordinates, assigning tasks, providing on the job training, responding to associates questions and assists with resolving problems
• Coaching, motivating & counseling staff including administrating disciplinary action when necessary
• Coaching,motivating and counseling staff, including administrating disciplinary action when necessary
• Maintains staff by recruiting, selecting, orienting, and training employees; developing personal growth opportunities
• General understanding and experience with ERP business applications. A strong knowledge of SAP is highly recommended
• Knowledge of basic mathematics, familiarity and use of computers, and general office procedures, with strong analytical skills
• Strong analytical skillsExcellent customer service skills to include professional phone protocol
• Superior verbal and written communication skills with the ability to quickly establish trust and reliability over the phone
• Excellent written and verbal communication skills with ability to communicate complex technical details to non-technical audiences
• Strong organizational skills and good attention to detail
• Ability to communicate effectively and professionally, strong verbal and written communication skills
• Able to apply common sense understanding to carry out instructions. Able to deal with standardized situations with occasional variables
• Demonstrated ability to be self-directed, flexible and approachable / ability to interact with other departments
• Considerable knowledge of the company’s products, services and business operations to enable resolution of customer inquiries

15 Customer Service Supervisor resume templates

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• Must be available to work 1-2 evening shifts per week
• Ensure that Customer Service provides World Class Service at all times ensuring customer confidence
• Work closely with the HR Department to effectively manage conduct/performance issues and coordinate internal hires into the Customer Service Department
• Handle urgent or escalated customer requests in a timely manner. Other duties as assigned
• Ability to maximize performance through coaching and development
• Prefer 2 years experience supervising a team within a contact center environment
• Strong communication, presentation and writing skills required
• Understands the Customer Service environment and stays abreast of issues and events that have an impact on the business
• Must have working knowledge of Microsoft products (Excel, Word, Outlook) and other Ticketmaster related applications
• · Direct and monitor activities of assigned staff including goal-setting, performance management, coaching, training, and development plans to develop an effective team with a strong customer focus
• · Determine scheduling and staffing needs to maintain service levels objectives
• · Conduct telephone monitoring for direct reports and provide feedback for development purposes and to ensure accurate and timely support
• · Share information with staff, review team progress, and establish relationships with other teams to improve the knowledge base, reduce time on escalated inquiries, etc
• · Analyze customer service metrics to determine problem and opportunity areas and monitoring performance against goal
• · Ensure that escalations to various departments are seamless to our customers
• · Establish documentation, implement consistent global processes, and train direct reports on all procedures
• · Identify opportunities for improvement with technology systems and procedures, and initiate appropriate action to implement process changes
• · Provide high-level support for all customer contacts by addressing their issue or query and/or routing their call to the appropriate department
• · Proven management experience within a high-volume call center environment preferred, as well as knowledge of ACDs, call tracking systems, and call monitoring
• · Leadership and team-building skills to motivate and inspire the team towards achievement of service excellence
• · Ability to coach direct reports to strengthen their performance and improve skills in order to accomplish work objectives
• · Problem solving and analytical skills with the ability to evaluate issues and conflicts and make timely decisions that benefit both the customer and the business
• · Ability to take ownership of problems and coordinate appropriate internal resources to help solve customer issues effectively and efficiently
• · Ability to train direct reports on new and existing procedures
• · Experience supporting applications in a web environment, corporate intranets and integrated knowledge solutions
• · Ability to follow and accurately explain a large set of procedural guidelines to a very high accuracy level
• · Commitment to customer satisfaction to provide quick and thorough response to customers' requests or problems
• · Time management and organizational skills
• · University Degree is desirable
• · Positive outlook on change and a flexible approach to the work environment and structure
• · Superior verbal and written communication skills with the ability to quickly establish trust and reliability over the phone
• · Attention to detail and the ability to prioritize and meet deadlines
• Motivate and direct Customer Service team to exceed both individual and department goals
• Review team and individual performance, coach effectively, and help deliver improved performance
• Review, analyze, and interpret data in order to uncover trends and provide feedback to Customer Service Representatives and the management team
• Observe/listen support calls & emails and evaluate skills and behaviors in accordance with QA guidelines
• Continuously assess our practices and organization for improvement with goals of efficiency, process, quality and cost
• Manage individual performance of Customer Service Representatives in real-time and during regular 1 on 1 meetings
• 3+ years of Supervisory experience, preferably in a customer service/call center environment
• Self-driven, eager to learn and goal-oriented with strong time management skills
• Proactive problem solving, both technically and creatively
• Exceptionally rigorous work ethic, adaptable to ever-changing hours and demands
• To lead and develop a sales team in the delivery of efficient sales and service excellence, to build and retain a satisfied consumer customer base, ensure the integration of sales and service aligned with policy of Citi
• Undertake sales quality call coaching & call sampling
• Monitors own and others performance to ensure that targets are achieved on time
• Ensure the safety and security of both customers’ and the bank’s asset by applying and complying with established policies and procedures, and all regulatory requirements
• Collect and direct critical customer feedback to supervisor for product / service / program improvement
• College Degree desirable
• Strong communication skills, sales and results focused
• Ability to quickly establish and maintain rapport
• High level of English proficiency, both verbal and non-verbal
• Able to deal effectively with pressure
• Solid skills in Microsoft Office, especially EXCEL
• Previous sales coaching and leadership experience within a Call Centre at least 2 years, and experience in Banking Industry is preferred
• Manages computer and network support activities covering consulting, planning, and end user training
• Directly supervises all assigned subordinate staff. Recruits, screens, hires and trains staff. Evaluates employee performance and provides guidance and feedback to assigned staff. Counsels, disciplines and/or terminates employees as required
• Provides leadership in the use of computing resources for research, teaching and other scholarly activities. Collaborates with staff and faculty to incorporate new software and computing methods
• Coordinates introduction of new computing resources with systems and hardware support personnel
• Tests new software. Selects and recommends purchase of hardware and software for university-wide usage
• Plans, designs and implements end user training
• Provides for the training of department staff and end users in equipment and software
• Interacts with hardware and software vendors to establish or maintain supportive relations
• Networks with professional counterparts inside and outside the university. Participates in professional associations to stay informed of new developments and technologies. Makes recommendations to senior management regarding technology changes based on developments in field and business needs
• Performs other related duties as assigned or requested. The university reserves the right to add or change duties at any time
• 5+ years of technical support/service management experience with at least 1 year of leadership or supervisory experience
• Experience with both Mac and Windows operating systems
• Demonstrated understating of computer networks and troubleshooting
• Knowledge of daily Active Directory and Exchange server administration
• Familiarity with VMware vSphere 4+ environments
• Capacity to work with a wide variety of technical and managerial personnel to solve complex problems
• Self-starter with the initiative and ability to complete tasks under minimal supervision
• Proven analytical and problem-solving abilities and the ability to conduct research into a wide range of computing issues as required
• Available to work off-hour shifts and participate in on-call rotation
• Knowledge of monitoring and management tools such as Microsoft SCCM and SCOM
• Manages any work schedules necessary to effectively handle changes in volume of incoming client calls to maintain required SLOs
• Responsible for directing issues relating to documenting employee performance objectives; providing recommendations for the development of employee training, experience level of the employees and business needs for the team
• Coordinates with the billing team regarding billing issues, invoice changes and invoice distribution
• Provides recommendations for process changes to improve productivity, reduce staffing/labor costs, and increase customer satisfaction and be prepared to fully implement the new process
• Assists the Director with the employment, promotion, counseling and discipline of assigned employees
• Prepares/analyzes appropriate reports and other business correspondence
• Develop and maintain knowledge of all products and services
• Up to 10% travel
• 2-3 years supervisory experience in a Sales/ Customer Service related role with high volume of transactions. Healthcare industry experience (medical billing, IT, MAC or other payer) preferred
• Bachelor’s Degree or equivalent Business Experience
• Must possess strong leadership and organizational skills, be motivated and thrive in a fast paced environment
• Good analytical, problem solving and conflict resolution skills
• The ability to accept and handle objections appropriately
• Excellent customer service skills such as developed phone skills, customer relationship management, multi-tasking etc
• Proficient in Microsoft Word, Excel, Outlook, PowerPoint and Internet Explorer
• Proficient in customer relationship management tools (Salesforce experience a plus)
• Monitor and evaluate randomly selected calls to assess associates' service level standards and complete online evaluations of client calls
• Resolve escalated calls and client account maintenance to include immediate feedback to associates
• Facilitate bi-monthly team meetings to discuss various issues, services, policy and procedures, technical changes, and process improvements
• Ability to utilize Microsoft applications, including Outlook, Word, Excel, Access, and PowerPoint
• Ability and willingness to work non-traditional hours within an 18-hour day, 7-day week environment
• Supervisory experience, preferably in a call center environment
• Problem Solving: Resolution of complex customer account disputes. i.e. payment application issues, cost per copy, equipment related issues, equipment returns, reconciliations, securing purchase orders, etc
• Business Acumen: Strong understanding of all applicable CFS processes and how they relate to the leasing industry. Ability to understand and carry out business strategy/goals in order to achieve target results
• In-Depth understanding of Infolease, including payment application methodology and other critical areas required to successfully manage the portfolio and bring timely resolution to open activities
• Ability to obtain and understand root causes and work with internal and external (CUSA, Dealers) partners to bring timely resolution to any & all issues
• Capable of recommending improvement ideas to management that will enhance the customer experience and/or provide additional efficiencies to the business
• Participate in and take a leadership role in project teams and other business initiatives as requested
• Drive for Results. Achieve difficult goals, having high self-confidence in his/her abilities, lead by example
• Maintain a positive work environment
• Interview and assist in the Hiring Process of new associates
• Providing associates timely, candid and constructive performance feedback; developing associates to their fullest potential to enhance career growth; recognizing and rewarding associates for accomplishments
• Building Relationships. Partnering with other functions to properly and timely service customers, establish operating protocol that allows for the most efficient resolution of tasks and customer inquiries. Partnerships include but are not limited to customers, internal CFS associates, CUSA, CSA, Indy dealers, etc
• Understand the dynamics of the team; actively work to improve communication to both our internal and external customers. Develop trust
• Self-Motivated, able to resolve issues with minimal supervision. Demonstrate high ethical standards, maintain optimism and promote team spirit
• Build and maintain working relationships with our internal customers, Canon associates, our Dealers and our Customers
• Ability to make sound, factual based timely decisions to provide an extraordinary service experience with customers
• Education Required: Bachelor’s Degree in Business Administration or equivalent demonstrated experience
• Experience Required: 5 plus years of Customer Service/Collections center experience. Experience in a leasing/financing administrative environment preferred
• 1-3 years of management experience, preferred
• Strong understanding of leasing and financing terminology and processes
• Familiar with industry best practices related to providing extraordinary customer service
• Proven ability to handle multiple tasks and meet deadlines independently
• Must be comfortable working in a fast-paced, conflict resolution environment and have the necessary skills to consistently perform to Canon Financial Services standards
• Demonstrated experience with the use of PCs, along with the ability to navigate in a multi-window based environment. Advanced knowledge level of Excel and Microsoft Office products
• Ability to remain focused and calm in high-pressure situations
• Action oriented and adaptable to changing conditions
• 3 years experience as a Customer Service Supervisor OR 7 years of branch operations experience including 3 years as a team lead or supervisor
• Strong knowledge of bank products, operational procedures and practices
• High school degree or equivalent
• Strong team player with the ability to lead and motivate others
• Strong decision making ability
• Flexible and adaptable with the ability to work well under pressure to meet deadlines in a fast paced environment
• Ability to lead, motivate and continually develop individuals in order to create a cohesive and high-performing team
• Strong desire and ability to serve customers and solve problems
• Ability to build and maintain good rapport with internal and external customers and handle situations with confidence, tact and resourcefulness
• Detail oriented with the ability to manage multiple tasks simultaneously
• Excellent organizational and follow through skills
• Excellent interpersonal, written and verbal and communication skills
• Office environment. Utilizing an office desk – sitting, reading, listening, or speaking with the ability to move intermittently throughout the day
• Strong sensory skills, such as good eyesight, good hearing, and dexterity
• Ability to operate office equipment, including computers, copiers, fax machines, and phones
• Ensure excellent performance of customer service staff when servicing customer contacts, by working with and leading teams to ensure efficiency and quality service
• Ability to effectively communicate to the staff and management through team meetings and other written or verbal communication
• Proven customer focus and ability to manage change
• Experience handling customer & employee concerns to resolution
• Ensure team is aligned to and meeting Service Center Metrics
• Partner with Recruiters to recruit, interview, develop, and manage a high caliber workforce with minimal turnover
• Develop and maintain effective relationships with employees, internal partners and customers
• Develop, motivate, and retain employees
• Contribute in the development of Contact center programs and process improvements that enhance the level of internal and external customer service
• Minimum of 2 years experience, Customer Service or Contact Center Management preferred
• Knowledge of Contact Center systems such as CTI, WFM, and Quality Monitoring Systems preferred
• Experience managing a team of at least 15 FTEs required
• Strong PC skills (e.g., Word, Excel, and PowerPoint) preferred
• Knowledge and understanding of retail industry a plus
• Understanding of Contact center performance metrics and measurements
• 5 years experience in branch operations
• 1 year experience as supervisor or team lead
• Proficient knowledge of bank products, operational procedures and practices
• Be able to lead by example and represent leadership
• Ability to communicate verbally and in writing with highest level of professionalism
• Flexible to work outside of normal schedule for business needs, especially during peak holiday weeks
• Able to collaborate and communicate appropriately with all members of the team and call center
• Business, management, calls center experience a plus
• At least 5 years experience in banking service industry
• Bachelor's graduate
• Has supervisory skill
• Direct and monitor activities of assigned staff including goal-setting, performance management, coaching, training, and development plans to develop an effective team with a strong customer focus
• Determine scheduling and staffing needs to maintain service levels objectives
• Conduct telephone monitoring for direct reports and provide feedback for development purposes and to ensure accurate and timely support
• Analyze customer service metrics to determine problem and opportunity areas and monitoring performance against goal
• Ensure that escalations to various departments are seamless to our customers
• Establish documentation, implement consistent global processes, and train direct reports on all procedures
• Identify opportunities for improvement with technology systems and procedures, and initiate appropriate action to implement process changes
• Provide high-level support for all customer contacts by addressing their issue or query and/or routing their call to the appropriate department
• Proven management experience within a high-volume call center environment preferred, as well as knowledge of ACDs, call tracking systems, and call monitoring
• Leadership and team-building skills to motivate and inspire the team towards achievement of service excellence
• Ability to coach direct reports to strengthen their performance and improve skills in order to accomplish work objectives
• Problem solving and analytical skills with the ability to evaluate issues and conflicts and make timely decisions that benefit both the customer and the business
• Ability to take ownership of problems and coordinate appropriate internal resources to help solve customer issues effectively and efficiently
• Ability to train direct reports on new and existing procedures
• Experience supporting applications in a web environment, corporate intranets and integrated knowledge solutions
• Ability to follow and accurately explain a large set of procedural guidelines to a very high accuracy level
• Commitment to customer satisfaction to provide quick and thorough response to customers' requests or problems
• Time management and organizational skills
• University Degree is desirable
• Positive outlook on change and a flexible approach to the work environment and structure
• Working knowledge of Call Centre processes, systems and technologies
• Previous Team Leader experience within a Call Centre setup
• Tertiary qualifications desirable
• Leads and influences people by example
• Quick and resolute decision-making
• Strong interpersonal skills with the ability to build effective relationships
• Innovator with the ability to work with limited supervision
• Demonstrates initiatives and positive attitude
• Demonstrate efficient organization and planning skills
• Establish standards for call handling, service levels and performance monitoring measures
• Possess a sound understanding of the product offering
• Ensure that all Contact Center performance and service standards are met in the areas of quality, call processing time, and productivity
• Evangelize ideas that will help to resolve customer problems
• Document product functionality
• Minimum HS Diploma or GED
• Strong personnel management skills and experience including the ability to develop and motivate staff
• Team player with the ability to work in a fast-paced environment is a must
• Demonstrated ability to implement and develop strategies, build action plans, and set goals
• Strong analytical, problem-solving and decision making capabilities
• Ability to be flexible to handle multiple priorities
• 5+ years of management/supervisory experience in contact/call center
• Demonstrated ability to develop, implement and execute business processes Strong issue management and risk mitigation background
• Provides daily direction and communication to employees so that customer service calls are answered in a timely, efficient and knowledgeable manner. Oversees day-to-day workflow of Customer Service Representatives
• Creates a high quality team environment that promotes achievement of common goals by establishing and implementing performance, service and quality standards and providing feedback and direction to ensure productivity levels meet or exceed standards
• Develops and implements process and/or operational improvements to enhance efficiency and effectiveness of operations and ultimately improves the efficiency and service to both internal and external customers
• Responsible for coaching, development, and performance management of customer service staff. Conducts performance reviews and provide ongoing performance feedback. Addresses individual and unit performance issues as they are identified
• Monitors inbound call volume and oversees offline functions within their team
• Coaches and mentors assigned staff regarding employee issues, customer service processes and techniques, and strategies to assess overall customer needs leading to increased revenue. Provides training or resources as appropriate
• Provides Customer Service Representatives with daily assistance with customer problem resolution and in managing escalated customer calls
• Ability to coach, develop and lead a team of 20+ Customer Service Reps in a fast-paced call center environment
• Exceptional time management skills with the ability to flex and multi-task
• Team oriented with good communication and interpersonal skills
• Demonstrated personal drive and sense of urgency, results-oriented
• Ability to manage both the needs of the business and employeesStrong understanding of interdepartmental relationships in order to collaborate across the organization
• Experience with call center telephony systems including user interface monitoring and phone sets
• Specific focus during emergency situations and the recovery process
• Ability to identify and enforce accountability to operations
• Familiar with Oracle Teleservice application and Cisco CTI is a plus
• Supervises Customer Service Reps in the call center
• Ensure sufficient phone coverage by monitoring stats and staffing. Will coordinate schedules for breaks and lunches
• Answer the supervisor help calls from call center reps. Handle and resolve difficult/problem calls. Also coach the CSR staff through handling these types of calls
• Track attendance of call center staff
• Monitor agent calls and provide feedback on a weekly basis
• Hires, evaluates, disciplines, coaches, motivates and provides regular feedback to CSR’s
• Will support EEO/AA goals
• Conducts meetings regularly, including daily updates with team
• Implements policies/procedures
• Monitors telephone communications with customers to ensure accuracy and consistency
• Develops work schedules and delegates work assignments
• Interaction with other departments to ensure proper resolution of problems
• Collects and analyzes data using reports to improve productivity and quality
• Assists and provides support to customer service managers
• Participates in regular calibration meetings with QA and training groups
• Attends inter-department meetings, as necessary
• Degree in Communications, Business, Technology or related field or equivalent work and/or training experience is required
• Minimum two years call center customer service experience with 6-12 months of customer service experience in the cable industry is preferred
• Knowledge of CMS, ICOMS, NSM and Aspect a plus
• Must have clear, concise, grammatically correct verbal, written and interpersonal communications
• Must possess strong interpersonal skills
• Must be able to prioritize assignments
• Must have the ability to process information accurately in order to follow directions and provide directions to others
• Must be a team player, possess strong leadership skills
• Must be flexible and adaptable to change
• Must have outstanding customer service skills and a positive, professional attitude
• Must be able to make decisions and use proper judgment
• Bachelor's Degree or higher
• Prior experience in customer service or dispatch
• Direct management experience
• MS Office, Word, Outlook, and advanced query skills
• Exceptional phone skills $
• Experience with CRM or service databases
• Organize, train and oversee the functions of customer service staff consistent with unit policy and customer service policies and procedures
• Monitor customer service activities ensuring that customers are provided with accurate information in a timely and courteous manner; intervene in matters requiring supervisory or special attention
• Maintain up-to-date awareness of unit products/ services, policies and procedures subject to customer inquiries
• Maintain required inventory of supplies for area
• Perform other related duties as assigned
• Education:High School Diploma/GED or Vocational School Diploma or equivalent combination of education and experience
• Work Experience:Two to four years job related experience
• Certifications: N/A
• Skills:This job requires skills in customer service delivery processes including skills in supervision, communication and organization. Subject matter expertise is required to the degree necessary to effectively respond or oversee response to customer inquiries. Use of office and specialized computer applications is required
• Preferred Education:Technical Diploma, Associate's degree or two years college course work
• Preferred Work Experience:N/A
• Maintain daily, weekly and monthly target customer support metrics
• Complete employee performance appraisals; ensure annual employee personal development plans are created, enacted and reviewed; approve and monitor employee performance goals in conjunction with department manager
• Lead improvement initiatives for the department
• Perform quality checks, develop and review performance reports, identify areas to improve, and implement measures to improve performance
• Coordinate/partner with other groups to leverage staffing opportunities
• Facilitate and resolve employee issues in conjunction with department manager
• Interview and select staff for the department in conjunction with department manager
• Manage the steps for successful on-boarding process of new employees, create training plans for new staff
• Participate in services improvement initiatives
• Bachelor’s degree in Business, Information Technology, Computer Science, or related field (or equivalent work experience in lieu of degree)
• 3 years supervisor/management experience in a customer service environment
• 2 years customer service experience
• Strong customer service skills and focus as well as problem solving skills
• Demonstrated leadership and problem solving skills
• Ability to work extended hours, be on an on call rotation and travel as needed (approximately 15%)
• 3 years supervisor/management experience in a bank or credit union back office environment
• Solid knowledge of EFT/Card Services and card processing experience
• Minimum 1 year prior supervisory/ management experience required
• Minimum 1 year sales experience required
• Previous management experience in a call center environment preferred
• Ability to create and analyze reports
• Strong interpersonal and negotiation skills
• Excellent organizational skills and attention to detail required
• Must be able to work in a fast-paced environment with daily work processing deadlines
• Must be able to handle multiple tasks/projects simultaneously
• Required Qualifications: 5 years experience in branch operations. 1 year experience as supervisor or team lead
• Preferred Qualifications: Proficient knowledge of bank products, operational procedures and practices
• Work Schedule: M - T - W - TH - F 8:30 to 5:30
• Long-term Vision
• You'll oversee all customer communications through available support channels and create appropriate messaging to be utilized by the support staff
• You'll assist the Head of Customer Support and Operations Specialist in designing an effective, long-term support strategy that will deliver top-tier customer support to developers and consumers of Oculus products and services. Immediate Activities
• Oversee all activities within the Oculus Support Tier 3 group and communicate output through regular reporting that is shared with the Executive team
• Respond to customer service escalations from all available support channels
• Work closely with the Training and Quality Specialist to create and distribute training to the Tier 3 group and our other support teams globally
• Provide support service to co-publishing and import business under management of Customer Service Manager
• Partner closely with Sales Representatives on pricing of titles and services
• Facilitate import order process by training customers to use CSS system properly
• Partner closely with Asia Hub team to assist in resolving outstanding issues quickly and efficiently
• Provide regular communication to customers as part of customer service and ensure customer issues are resolved quickly and efficiently
• Serve as focal point for all inventory management matters for China
• Assist Customer Service Manager to collect and organize business data
• Coordinate internal process to enhance efficiency of co-publishing working flow
• Assist Asia Hub Customer Service team and Customer Service Manager to ensure orders for digital products are processed accurately and according to process
• Submit Accounts Receivable statement to customers once a month and assist Customer Service Manager to achieve collection target
• Make recommendations for assigned personnel regarding employment, career development, salary changes, promotions, transfers, and terminations, within established policies and guidelines
• Verify and approve agent time cards, including Family & Medical Leave Act (FMLA) reporting and tracking
• Monitor and evaluate randomly selected calls to assess agent’s service quality standards and complete online evaluations of client calls
• Analyze key metrics, evaluate department’s achievement of those metrics and determine appropriate changes necessary to meet goals
• Three years of contact center experience or equivalent experience with demonstrated high performance
• Strong time management, people management and negotiation skills
• Excellent communication and writing skills
• Strong proficiency with Excel
• Ability to work under pressure and meet short deadlines
• Ability to multi-task in a fast-paced working environment
• Must be meticulous and detail oriented
• Excellent time management and follow up skills
• Supervises sales and service staff
• Oversees work assignments and workflow
• Answers technical and procedural questions from lower level associates. May assist branch managers and supervisors with special projects
• Ensures regulatory compliance. Researches and resolves customer inquiries
• 5 years of experience in branch operations
• Establish customer service objectives and priorities: overall and team specific objectives
• Recommend initiatives with customers to optimize flows (information, products, financial) and costs
• Define scorecards for key indicators follow-up and focus on service levels
• Participate in customer service budget construction
• Recruit, develop and manage his/her team, ensuring knowledge transfer and change management
• Build customer relationships including customer meetings and exchange market information
• Expected to learn and uphold the DreamWorks brand standards along with the company’s policies and procedures
• Coach and assist onsite set managers with experiential and operational training as well as brand guidelines throughout the season
• Builds relationships with mall management, photo operators and DWA personnel through regularly scheduled meetings or conference calls
• Join bi-weekly calls between DWA and production teams
• Implement a cohesive training presentation and schedule for a DreamPlace location
• Complete a daily comprehensive quality check of the house throughout the season to efficiently resolve any current, impending or recurring issues
• Assist set managers with tech guidelines, game installation and connectivity training for onsite teams
• Coordinate with the photo operators on the guest experience in regards to the following
• Training materials
• Training schedules
• Uniform inventory
• Line Management
• Santa Room timing
• Consumer Product inventory
• Assist with retail layout
• Assist with casting calls
• Update and complete production logs and recaps
• Report any updates, feedback and opportunities to the DreamWorks management teams
• Has worked in a leadership role in guest experience, special events or live entertainment
• Ability to troubleshoot the sets technology and problem solve quickly and effectively
• Comfortable in a public speaking and presentational environment
• Client relations oriented
• Working knowledge of Microsoft Office, iOS and Google applications
• Comfortable with walking and standing for at least 5 hours per shift
• Able to lift up to 30 pounds
• Expected to provide or own a laptop or iPad will be needed for daily logs, emails and training
• Cell phone access is necessary
• 40%: Lead and develop a team of Customer Solutions Specialists: This role is expected to build and sustain high performance across the COM organization Responsible for performance management, coaching, training, recognition and facilitating development opportunities. Participates in selection of direct reports and other employees; assists in determining resource need, plans for future workforce needs, and reviews with manager before making selection decisions. Supervisor related activity ie- scheduling, work flow management, overtime management etc
• 30%: Responsible for insuring strong process integration with activities up and down stream, identifying and deploying best practices across the COM organization and holding others accountable. Identify & lead process improvement opportunities and communicate these process and procedure changes to fellow team members. Using comprehensive knowledge and full experience, provides guidance and feedback to help team identify areas of improvement and cost management deficiencies in order to create efficient customer service techniques and tools/systems
• 25%: Coordinates communication with customers and other functional areas regarding order status, sales forecast, invoices, and other pertinent information needed to complete the customer experience. This will include simple problem resolution to complex service interruptions. Will facilitate and or participate in 5 why & cause mapping activities as they relate to customer ordering & receiving experiences
• 5%: Perform miscellaneous job-related duties as assigned
• Minimum two year degree or 3 years order management/customer service experience or supply chain experience
• Experience leading a team
• Ability to motivate for high performance
• Excellent communication skills for dealing with both internal and external customers
• Strong computer and analytical skills
• Excellent prioritization skills including the ability to meet deadlines while working independently
• Ability to maintain a cohesive team environment
• Demonstrated Microsoft office suite proficiency
• Ability to influence others with or without authority
• Travel up to 25%
• Demonstrated knowledge of SAP or similar ERP systems
• Optimum planning and satisfaction of customer’s demand or replenishment needs in the most cost effective way and required speed
• Delivering effective business solutions on time and error-free, monitoring the effectiveness of solution design
• Improving process efficiency through leverage of GLOBE Template functionality
• Making our “Customer’s agenda, our agenda” while ensuring compliance to Nestlé standards
• Continuously reviewing customer order pattern, analyze data, identify trends and share with stakeholders to take corrective action and modifying procedures where necessary
• Effective recognition of customer specific opportunities that enhance Nestlé Supply Chain performance (e.g. order cycle optimization, implement order capture methods, improved case fill rate)
• Demonstrate ability to build, develop and motivate a high-performing customer oriented team to meet or exceed customer expectations
• Drive proactive communication through regular team meetings and encouragement of ongoing teamwork
• Project manage any development or training initiatives
• Strive for continuous improvement and be a leader of Best Practice implementations
• 4-5 years or more experience in at least two of the following areas : Customer Service/ Demand & Supply Planning/ Distribution/ Materials Handling Sales and/ or Marketing
• Proven ability to manage and develop individuals and teams effectively
• Project management experience to implementation of major project/s or change program/s
• Strong experience and background in SAP system and order to cash process with excellent analytical skills
• Oversees the performance, quality and issue resolution for EDI, fax, telephone, credit card order processing to domestic (US/CA) and international customers
• Provide support in call escalation situations. Serves as an expert in dealing with difficult customer interactions
• Provide on-going coaching to each Customer Service Representative on team concerning quality, reliability, accountability and productivity to ensure objectives are met
• Resolve moderately complex support-related issues for the customers and staff
• Regularly monitor customer call metrics in order to improve performance and provide constructive feedback to CSRs
• Plan and organize workflow and resourcing to ensure efficient CS operations
• Acts as a communication liaison between customer service, outside sales and other departments
• Recruit, interview select, train, and develop customer service representatives in customer service techniques Assist in cost control and managing departmental budgeted expenses including approvals related to credit and debit memos
• Bachelors Degree required in Business Administration, Supply Chain, or a related field, or equivalent combination of experience and education
• 2-+ years of progressive supervisory experience
• Experience with order management on an ERP system (SAP, ORACLE, JDE, etc.)
• First party collections background from a financial institution
• Job Related Experience: 5 - 8 years required
• Management Experience: 3 - 5 years required
• Ability to solve problems based upon researching and analyzing information before recommending/selecting the appropriate solution
• General responsibilities and objectives are assigned with considerable latitude for defining actions and setting priorities. Generally, results and outcomes are reviewed, rather than work in progress
• Ability to make innovations, which affect this job and suggests changes to the immediate supervisor that affect other related job
• Ability to compose and/or interpret internal and/or external business letter, memos, reports, may require understanding and explanation, of policies and procedures to others, both internal and external to Fiserv
• Knowledge of repossession and bankruptcy proceedings
• Ability to manage time effectively and multi-task
• Excellent communication, leadership, organizational and interpersonal skills
• Experience with budgeting and staff forecasting
• Previous leadership and/or senior representative experience in a call center environment
• Experience in any position where you had to demonstrate excellent communication skills
• Positive: Maintain a positive attitude by focusing on solutions and promoting a collaborative and enjoyable environment
• Respectful: Value teamwork, share successes, appreciates others and communicates in a way that promotes trust
• Insightful: Make timely well considered decisions, create innovative solutions and continuously learn
• Direct: Communicate clearly and objectively; don’t be afraid of difficult conversations. Raise concerns through the proper channels
• Earnest: Be honest, sincere and consistent. Work hard and pursue our goals together relentlessly
• Provides feedback and follow up on the performance of tasks to customer service support associates
• Educates team on appropriate customer service skills and responses by specific topics
• Responds and takes actions to escalated customer concerns and complaints
• Executes all down time and emergency operating procedures and processes as appropriate
• Supervises and trains associates customer service as well as loss prevention policies
• Provides input on the development and implementation of policies, practices, procedures, and attainment of operating goals
• Supervises and coordinates activities of departmental activities and subordinate staff
• Interprets policies and procedures and enforces company policy and practices
• Establishes or adjusts guidelines / policies / procedures to meet goals, regulations and schedules
• Recommends measures to improve methods, performance, and quality of product or services, and suggests changes to increase efficiency
• Analyzes and resolves work problems, or assists associates in solving work problems
• Initiates or suggests plans to motivate staff to achieve work goals
• Prepares reports and records on department activities for management
• Performs other duties as assigned by manager
• Thorough knowledge of transactional, departmental and industry related procedures
• Ability to lead people and achieve results through others
• Excellent customer service and issue resolution skills
• Able to make decisions quickly and independently
• Computer skills including working knowledge of spreadsheet, word processing and database software packages, internet applications and/or company specific computer applications
• Completion of a High School diploma or GED required
• Completion of an undergraduate degree in any equivalent field is preferred
• Minimum of 5 years of experience in a customer service role which includes experience in leading teams for 3 years or more
• Work closely with Pricing Manager as needed
• Train, support, and develop Customer Service Coordinators
• Develop processes and communication to ensure day to day deadline requirements are met
• Responsible for knowledge of, application of, and calculation of accrual’s for the Production Animal Sales and RM purchase incentives
• Review and process credit and rebill adjustments relating to contract pricing, promotional corrections, miscellaneous product adjustments as requested by managers in the sales, operations, pricing, accounting, purchasing, shared services and finance departments
• Responsible for manufacture delayed billing programs to monitor and process as applicable
• Responsible to process the VetOne brand bi-monthly billing for Radiation Detection Badges
• Responsible to process the Animal RX credit/bill adjustments as needed
• Support Online Store Support in the phase out process
• Lead team in developing process improvement applications
• Meet/exceed metrics and deadlines established for department such as handle time, abandonment rate, average speed to answer, and quality scores
• Propose and implement creative solutions to daily workflow problems and temporary labor shortages; serve as initial response for problem or process review
• Assist in the development and implementation of Standard Operating Procedures (SOPs) for all customer service functions
• Serve as an escalation point for investigation and resolution of non-routine concerns or complaints that go beyond front line teammate capabilities
• Coordinate with the management team to plan production staffing requirements on a daily, weekly, and quarterly basis
• Maintain absolute compliance to all applicable regulations; document appropriately
• Create and maintain positive relationships with the DaVita Rx Pharmacy Operational Directors, Managers and Chief Pharmacists
• Attend staff meetings, teleconferences, and patient care conferences as needed
• Perform other duties as deemed necessary by Pharmacy and Operational Management
• Travel required: up to 5%
• Demonstrated ability to prioritize work, handle multiple and possibly conflicting priorities, and meet daily deadlines
• Demonstrated ability to provide a balance to department efficiency and field service excellence
• Willingness to assist teammates in order to achieve departmental goals
• Supervisory experience demonstrating willingness, desire, and ability to supervise with aptitude for coaching, mentoring, training, and developing teammate performance and skills to foster a positive, fulfilling work environment required
• Ability to maintain open and clear communication with teammates
• Demonstrated desire and willingness to train new teammates and provide ongoing mentoring and coaching for all teammates; able to coach teammates to achieve continuous improvement
• Demonstrated ability to work well with cross-functional groups
• Demonstrated interpersonal, collaborative, and relationship-building skills; ability to interact positively with teammates at all levels across the company
• Demonstrated ability to communicate difficult or sensitive information tactfully
• Proven leadership skills and demonstrated "leadership by example" by projecting a positive attitude and involvement in DaVita Rx teammate activities
• Innovative, analytical thinker with demonstrated ability to perform root cause analysis, prepare and implement action plans, and lead improvement initiatives
• Demonstrated expertise in business and analytical skills
• Demonstrated ability to create, refine and manage new business processes
• Demonstrated ability to work in a high production environment, meet set deadlines and production metrics consistently
• Demonstrated strong personal desire for continuous learning and growth
• Strong Communication Skills
• Ability to manage a team of 12-15 employees including quality control, performance review and metrics
• Bilingual (English & Spanish) or have managed Bilingual employees
• Works independently
• Coordinates others' activities
• Owns output at task level
• Work is generally limited to own function
• Coordinates work activities with other supervisors
• Develops plans to meet short-term objectives
• Identifies and resolves operational problems using defined processes, expertise and judgment
• Decisions are guided by policies, procedures and business plan
• Product, service or process decisions are most likely to impact individual employees and/or customers (internal or external)
• Acts as a facilitator to resolve conflicts on team
• 1+ years of Supervisory experience
• Bachelor's Degree (or higher)
• Works closely with Senior Leaders to develop plans that define the direction of the team
• Manages the daily operations and departmental functions including the implementation of training programs to ensure world-class customer support and order management
• Evaluates and measures customer satisfaction to develop and implement plans for continuous improvement
• Resolves unusual or non-routine inquiries to ensure customer satisfaction
• Resolves customer requests for adjustments in orders or billing
• Responsible for all staffing, performance management, training, and development of associates
• Tracks and reports department and sales goals, order management operations, and/or training activities
• Assist in developing and maintaining department budget and works to achieve financial objectives set by senior management
• Participates in the planning and implementing of sales strategies and goals
• Provides associates with proper and effective training in areas of sales, products, applications, phone etiquette, professionalism, and listening skills
• Acts as liaison between the customer and other McCrometer departments
• Actively participate in Policy Deployment (PD) initiatives and meetings
• Coordinates support with other functional teams and operating companies
• Ensures processes and systems are analyzed for continuous improvement
• Work with Information Technology and Senior Management to evaluate new technologies and ensure implementation of those that will benefit the customer
• May lead or support development and delivery of on and off site training programs and customized technical support activities including all pre and post training preparation
• Analyze/Manage Quality information to ensure accuracy and completeness of information and develop effective reporting to assist management in continuous quality improvement
• Participates in occasional overnight travel domestically
• Associate’s degree with technical experience preferred
• A minimum of 5 years of professional experience in a service management/leadership role in phone sales, technical support and/or training environment
• Previous supervisory experience is strongly preferred
• Strong track record of managing a telephone based sales and/or support team
• Previous experience in expressing customer empathy and in meeting customer needs
• Experience in the recruitment, development, and discipline of a highly engaged team
• Demonstrated aptitude for change and a drive for continuous improvement
• Strong interpersonal and intercultural skills with the ability to work positively with diverse users
• Demonstrated problem solving and organizational skills
• Ability to accurately assess key business metrics and situations
• Ability to work in a complex environment where multi-tasking is required, priorities frequently change, and deadlines must be met
• Proficient Computer skill’s (Windows, Microsoft Office, etc.)
• Promoting a culture of achievement & continuous improvement to ensure the department increases it effectiveness and build strong relationships within the team, customers, sales & internal functions
• Ensuring policies, procedures, processes are followed
• Measure essential KPIs
• Order entry turn around
• Credit/ Debit Notes
• Delivery Performance
• Management of backlog
• Ensure that all orders/quotations and customers queries are resolved quickly and to the satisfaction of the customer to promote quality customer service
• Ability to problem solve, providing guidance and find solutions for staff on customer, systems or commercial issues
• Ensure compliance with pricing & approval policies & drive mechanics of regular price rises
• Run talent management for the team; ensure all staff have JDs, objectives, development & training plans
• To follow relevant legal requirements and the company Health & Safety policy
• Manage Contracts and Agreements (inclusive of Non – disclosure agreements) for the ANZ region
• Preferred Bachelor’s degree
• High level of Excel knowledge including report generation, pivot tables, V look up
• 5 Years Customer Service experience in a B2B environment
• Logistical experience preferable (working with 3rd party warehouse operations)
• 2 – 3 years team leadership / supervisory experience
• Experience in the Healthcare sector preferable
• Assertive attitude, enthusiastic to learn, open to unexpected challenges, logical and analytical approach to challenges and able to think of their feet
• Additional language would be a plus
• Ability to work under pressure to short deadlines
• This role requires a CAN DO attitude, excellent team work, organizational skills and forward thinking
• Strong knowledge of Customer Service practices and systems
• Excellent team and leadership skills with the ability to effectively build strong relationships and influence at all levels of an organization, including cross-functionally
• Excellent oral, verbal and written communication skills; experience effectively presenting ideas in front of small and large groups
• Ability to think strategically to ensure the Customer Service organization and processes support Supply Chain initiatives and Business strategies
• Ability to effectively analyze data/situations and problem solve through resolution
• Ability to prioritize and multi-task in a dynamic, fast-paced environment. Demonstrated efficiency working well under pressure and within time constraints. Self-motivated and organized
• Ability to provide sound judgment with limited detail and in possible unclear situations
• Ability to influence and champion change efforts
• 5+ years’ experience in Customer Service or Supply Chain including experience that demonstrates increased responsibility
• Strong proficiency in Excel, Word, PowerPoint and complex computer systems is required
• Excellent working knowledge of systems (SAP, Vendavo, Salesforce, etc) used to support management of customer accounts required
• Supervise and driver performance of Production planners and Customer service associates
• Resolves all issues that associates can not resolve relative to produciton planning & delivery of products
• Coordination and managing of customer orders
• Managing escalations and prioritizations of customer orders
• KPI’s Reporting
• Recriting and Training of new employees
• Ensures timely and correct customer order planning
• Ensures effective communication between customers and the supply chain
• Administrates escalation and prioritization process
• Manages OPC team,day to day operations, medium and long term projects,activities
• Ensures that all company and department policies and procedures are followed
• Is responsible to measure assigned proceses and achieve set goals
• Helps to define daily and weekly priorities for production and other related departments
• Is responsible for training of new employees and preparation of instruction manuals
• Works in accordance with 5S and Lean programs
• Ensures that Emerson Quality and Environmental policy is adhered in all processes and activities
• Works in accordance with local and international Emerson Trade Compliance rules and procedures
• Evaluate and coach Customer Service Agents to ensure all metrics are met
• Ensure that Customer Service staff provides the highest level of service at all times ensuring customer confidence
• Build and maintain a positive working environment
• Should have at least two years of full-time work experience
• Should have at least one year of previous supervisory experience in a customer service environment
• Previous contact center experience is a plus, but not required
• Other related experience could be considered
• High school diploma required. Bachelor degree a plus
• Must have working knowledge of Microsoft products (Excel, Word, and Outlook) and other Ticketmaster related applications
• Coach and Develop Employees
• Review Employee Statistical Reports and provide feedback on how to improve service and/ or develop efficiencies
• Conduct monthly 1 on 1’s
• Ensure that we provide Best Service to our customers at Best Cost
• Monitor employee calls and Audit their work to ensure that they are handling correctly and if not provide coaching
• Handle escalated issues for customers; aide CSR’s in resolving escalated type situations
• Support Training for themselves as well as for their team members
• Partners with others to achieve goals
• With HR to hire, counsel, terminate, write and conduct performance appraisals
• With Peers to ensure consistently and gain /share best practices
• With Business to ensure that connection is made with our internal customers such as Sales, Finance, Distribution, etc
• With Strategic Sites to ensure that we are communicating and sharing information in regards to the business
• 4-5 years of Customer Service Experience
• Computer system proficiency - MS Excel, Word, Outlook
• Strong phone etiquette
• Professional business skills
• Active listening and exceptional analytical skills
• Project Management Skills
• Practice GDIT values and act as a role model
• Supervise; develop; and coach CSRs to assure productivity; quality; attendance; and timeliness of work in the completion of assigned projects and departmental goals
• Perform tasks to assure service level requirements and adherence goals (such as real-time adherence (RTA) and average handle time (AHT) are met
• Assume leadership responsibility for department tasks and contact center activities as required
• Review; approve; and sign timecards on daily and weekly basis as required in the timekeeping policies
• Complete and deliver employee performance appraisals
• Work closely with CSRs and other supervisors; customer service managers; and program managers within functional areas of the contact center
• Participate in the interview process and recommend hiring contact center staff
• Understand the CSR Monthly Balanced Scorecard Metrics and performance scales and coach for improvement of results
• Attend calibration sessions for the purpose of keeping current on quality changes
• Facilitate and deliver training as required under department guidelines including essential job training (EJT); initiatives; and up training. Ensure 100% completion for all direct reports
• Act as a point of contact as required
• Support and enforce contact center expectations as well as departmental and corporate policies and procedures
• Log in to queues as required during high call volume or all hands status
• Communicate pertinent program updates in a timely manner
• Maintain department records
• Recommend; complete and deliver corrective actions as applicable
• Maintain schedule flexibility due to business needs; anticipate assigned shift change at any time
• Review contract scope and requirements
• Ensure full adherence to COR requirements
• 6 months supervisor or leadership experience and previous marketplace experience required
• Minimum 2 years customer service; leadership; and team interaction skills are required
• Experience with; or knowledge of; the healthcare and health insurance industry preferred
• Ability to interact with all levels of management
• Ability to speak and communicate effectively in English; both verbally and in writing
• Uses good judgment; ability to make independent decisions and proactively problem solve; as required
• Must be organized and have strong time management skills
• May be required to work off-shift; and occasional travel to customer and other GDIT sites may be required
• Must have PC skills (Microsoft Office) with an emphasis on Excel
• Basic math skills required
• Bilingual ability a benefit
• Ensure that team leads are performing their duties and that all team issues are being addressed on a daily basis
• Follow up with any SUP issues that have not been resolved within 1 business days
• Answering email requests in regards to customer service problems from Leads or agents
• Resolving issues immediately that are identified by Leads and CSR’s such as shipping issues, delivery issues, and returns issues
• Meeting with Leads and reps once a week to see where we are and how we can improve
• Handling escalated team issues/phone calls
• Leads monthly evaluations
• Review reps monthly evaluation
• Interviewing employment candidates
• Helping Mangers with any special assignments
• Perform other duties as required and assigned by manager and upper management
• Coordinates, supervises and is accountable for the daily/weekly/monthly activities of a team members
• Coordinates work activities with other supervisors, managers, departments, etc
• Conducts annual performance reviews for team members
• Entry-level proficiency with Windows PC applications (this includes the ability to learn new and complex computer system applications)
• Bilingual Spanish speaker
• Enable team members to deliver consistent high quality service that delights our customers; continuously coach the team to ensure the individual and team performance goals are achieved
• Serve as a leader by directing the team and ensuring the team successfully applies the call/ claim strategy to each interaction
• Assume accountability for ensuring individuals and the teams meet their performance metric goals utilizing reports and data available
• Maintain a positive work environment that supports a quality driven team and identifies any issues that may inhibit performance
• Development of improvement plans with the assistance of a business manager using available sources: team/site customer surveys, telephone reports, error/defect reports, quality, production results, vendor issues, call monitoring
• Facilitate meetings to communicate team performance goals and results; share general corporate communication; and provide a forum for surfacing opportunities and/ or issues
• Provide regular performance reports (e.g., status) to the Business Manager
• Keep performance on track by monitoring and managing each staff member's performance; conduct formal twice monthly one-on-ones, annual performance reviews as appropriate
• Provide coaching to associates based on quality results and develop improvement plans when needed; provide corrective feedback to manage employees who need improvement
• Coach staff to develop professionally in current role and potential career development opportunities; identify high potential staff for succession planning
• Partner with Business Manager to recruit, develop and manage a high caliber workforce with minimal turnover
• Utilize incentives and salary compensation in support of Pay for Performance culture
• High School diploma/ GED is required
• 2+ years experience in team interactions and improvement methods/ projects (e.g., coaching, quality, productivity) required
• 2+ years of call center customer service experience required
• 1+ years experience using call center management tools such as IEX, CMS, ILEAD or GPS required
• Hours of operation are 8:00am - 8:00pm Monday - Friday
• 2+ years of customer service experience in the healthcare industry
• 1+ years knowledge of Medicare & Retirement services
• Respond to customer enquiries via several channels (Chat, Email and Telephone)
• Handle customer escalations
• Ability to confidently lead and organise a team
• Good understanding of fashion/fashion brands
• Ability to exceed customer expectations
• 5 years experience supervising a call center environment
• 2 years experience working in a technical call center environment
• Bachelor’s Degree is highly preferred
• 2 years experience managing an international call center
• 2 years experience supervising in a technical call center environment
• Experience in both consumer and B2B customer service
• Experience in managing employee relations
• Leads and supervises a group of Customer Service Reps (generally 15 – 20 reps assigned to support BU’S assigned) to meet/exceed the needs of customers and the BU. Participates in all hiring and staffing for the department. Maintains a diverse, effective and cohesive team-oriented group of CCCs. Supports departmental budgets and is accountable for tight expense control in the department to meet budget objectives
• Oversees development of CCCs. Works closely with the Performance and Metrics group in Customer Service to ensure CCCs receive the coaching and training they need to meet/exceed expected performance levels. Understands and uses KPIs from the Performance & Metrics group to drive rep and team performance. Leverages internal SAC People & Performance and external training programs to help develop CCCs. Develops CCCs who eventually move into greater roles within Sealed Air
• Brings understanding of the assigned BU product & service offer, markets and customers and Sealed Air business processes (IS, Finance, Supply Chain, Logistics, People & Performance etc.) to the job. Works consistently to improve understanding in these areas and transfers knowledge to the CSR group
• Sets direction for CCCs including a commitment to constantly exceed the needs of customers. Clearly understands, communicates and executes Sealed Air’s World Class Customer Service vision and culture. Actively promotes and reinforces SAC core values, strategic initiatives and code of conduct with CSRs
• Maintains personal relationships and contacts with key customers, sales management, supply chain, IS and finance personnel to urgently and constantly look for ways to improve service levels. Understands the needs and priorities of the assigned BU(s) and ensures that CSR’s execute to meet these needs and priorities
• Works positively and professionally with support personnel and treats everyone with respect. Works to leverage the collective resources of the function to optimize customer satisfaction and value to Sealed Air
• 5+ years relevant Sealed Air working experience in Sales, IS, Supply Chain or Customer Service preferred
• Degree in business, marketing, or social sciences preferred
• Strong knowledge of SAP desired
• Strong knowledge of Food Care Packaging and Hygiene Solutions product offerings desired
• Demonstrated competency - in previous Sealed Air roles - in the company’s core leadership framework: setting direction, meeting commitments, leading people and winning together
• Overnight travel (up to 25%) required
• Supervises 20 - 25 Customer Service agents handling contacts received via telephone, email or fax channels with varying work schedules
• Analyzes call center statistics through reporting; identifies, monitors, tracks and analyzes call volume, productivity and qualitative metrics
• Creates and cultivates a progressive culture within the team by managing individual and team performance expectations and goals
• Directs the activities of agents to maintain and improve customer satisfaction, monitors real time service levels and schedule adherence, and serves as a leader and point of contact for escalated contact resolution
• Trains, coaches and motivates direct reports in customer service, call center operations and procedures
• Provides strategic and tactical planning for call center operations to ensure operational effectiveness and high quality interactions with clients
• 2+ years of experience in call center leadership
• Equivalent combination of education and related customer service leadership experience
• Strong project and time management skills
• Willing to work a variety of shifts to support the business hours of Monday – Saturday, 8am to 8pm
• Experience in training, Quality Assurance, and Workforce Management
• Excellent written/verbal communications and interpersonal skills
• Strong PC skills, including SAP, Excel, Word, PowerPoint, Outlook, and ACD/Contact Center Reporting
• High energy for an ambiguous and fast-paced environment
• Performs Customer Experience Evaluations as assigned for each direct report
• Holds weekly one-on-one coaching sessions with direct reports to promote a superior patient experience and to ensure that optimal call processes are deep-rooted into day to day customer service activities
• Writes and presents performance reviews and monthly evaluations as directed by Manager/Director; Coaches and develops PCL’s to have the knowledge and skills to answer callers’ inquiries, responds to requests for support quickly and effectively
• Responsible for interviewing , hiring, training, developing, advancing, and managing performance of direct reports; Builds buy-in and commitment to promote employee support for tactical and strategic objectives and initiatives
• Manages and holds team accountable to meet performance objectives and ensure adherence to HIPAA and data/information security compliance protocols
• Shares responsibility and accountability to the center level performance objectives relating to: Employee Engagement and Patient Satisfaction Results vs. Goals
• Knowledge and understanding of organizational policies, procedures and systems
• Knowledge of basic operations, tools, and resources related to internet and social media
• Demonstrates good judgment in handling situations not covered by written or verbal instructions
• Communicates clearly and effectively both verbally and in writing
• Demonstrates the ability to manage daily, weekly, and monthly tasks for self and assigned team
• HS diploma/ GED
• 3 years of previous leadership and customer service experience required
• 3 years of supervisory experience preferred
• Internal Candidates: Experience in Senior PCL Role strongly preferred
• Leadership Experience mandatory
• 5+ years' of experience in a Call Center Environment
• 3+ years' of Supervisory experience
• Ability to prioritize and perform multiple tasks
• Ability to work flexible hours and/or on-call
• Demonstrated phone skills including the ability to control call direction
• Demonstrated strong interpersonal skills, including patience, persistence, and flexibility
• Ability to establish and maintain effective working relationships with superiors, peers and others contacted during course of business
• Demonstrated ability to maintain a high level of customer service by responding promptly and effectively to customer concerns and problems
• Ensure that CSRs respond accurately and professionally to all passenger inquires and complaints
• Keep the Manager of Customer Service and Claims (MCSC) apprised of daily activities and all customer service and operations related issues
• Assist the MCSC with scheduling to ensure continual CSR staffing, covering vacancies as needed
• Make public service announcements, including but not limited to informing passengers of delays or service disruptions
• Assist with data collection and management for customer service and operational functions
• Compile customer service reports and other reports as required
• Assist passengers with disabilities out to the trains utilizing the MARC cart
• Assist with pre-boarding ticket inspections as needed
• Implement and carry out the evacuation plan in the event of an emergency
• Provide input in training programs aimed at train crews
• Assist with training of Train and Engine crews on Customer Service and monitor results by audits of the same
• You hold an associate degree; a bachelor degree is preferred
• You cumulate a minimum of 3 years of work experience in a position with similar duties or in a customer service or communications position
• You must be proficient with Microsoft Suite (Excel, Word, PowerPoint, Visio, Outlook, etc.)
• You must be able to travel as the role requires being able to ride the commuter trains on the Brunswick & Camden Lines, visit the facilities that are linked to the operations & maintenance Bombardier provides for the MTA
• Your English communication skills are excellent, both written and spoken
• 12 mos. trg. or 12 mos. exp. as ombudsman in governmental agency or private sector
• Or 12 mos. exp. as Customer Service Assistant 3, 64433, for assigned agency
• Or equivalent of Minimum Class Qualifications for Employment noted above
• 1+ years of Leadership and/or SME experience (successfully led a group of individuals and/or various projects)
• Available to work an 8 hour shift between the hours of 7:00 am and 8:00 pm, 5 days a week, Monday through Friday
• Medical Claims Processing experience
• Supervisory experience in a call center environment or in a strongly related environment
• Working knowledge of Administration of HR Policy and Procedures
• Ensure all Service work orders and Service contracts are accurately billed as rapidly as possible
• Process Service quotes in a timely and accurate manner
• Support validation plate recertification revenue targets by managing contact of customers in the plate certification funnel
• Ensure that all requests for Service are dispatched the same day that they are received
• Work with the Service Operations Manager to develop and implement a plan that optimizes Field Service Engineer utilization, thereby significantly reducing travel and other related expenses
• Maintain daily visual management of service logistics
• Work with the Quality Manager to maintain ISO17025 certification
• Support the timely return of defective product to manufacturing for root cause analysis
• Provide data to support Key Performance Metrics (KPIs) in support of business priorities
• Provide daily maintenance and support of business system database (BSD)
• Make upgrades and changes to BSD to improve process flow
• Create custom docs, reports, and dashboards as needed to manage the business
• Generate data files for upload to BSD
• Support BSD enhancements and program integrations
• Bachelor’s Degree, preferably in a related field such as Business or Operations Management
• Minimum of 2-3 years of experience in an Operations or logistics environment, preferably in a high tech field
• Supervisory experience preferred with at least 1 – 2 direct reports
• Past experience with a Salesforce.com or a comparable CRM platform is a major plus
• Proficiency in Microsoft Word, Excel and PowerPoint
• Highly customer (internal and external) focused with a true passion for creative problem solving
• Understanding of general finance principles, ability to conduct basic cost/benefit and other similar analysis
• Very strong time and project management skills
• Demonstrated commitment to continuous improvement and ability to drive acceptance of change
• Authorize appropriate payment or refer claims to investigators for further review
• Analyze and identify trends and provides reports as necessary
• Respond to claims appeals
• Supervise, monitor, track and direct day to day operations to staff
• Self-funded knowledge back ground beneficial. Understanding of overall claims process and workflow required
• 3+ years of Customer Service experience
• Proficiency with Microsoft Excel (sorting, and filtering) and Microsoft Word (creating and editing documents)
• Prior leadership experience
• Familiar with small group or self funded product designs
• Understanding of UHOPS processing system
• Coordinates, supervises and is accountable for the daily, weekly, monthly activities of a team members (Roughly 20 Reps/Supervisor)
• 1+ years of experience coaching or motivational skills at both an individual and team level
• 2+ years of experience working in a Call Center
• 2+ years of experience managing personnel
• Ability to create, edit, save, and send documents utilizing Microsoft Word
• Ability to create, edit, save, and send spreadsheets utilizing Microsoft Excel
• Ability to use Microsoft Outlook to send, save, sort, and set meetings and assign tasks
• Available during hours of operation 7:00 am - 11:00 pm Sunday through Saturday (actual work schedule is 5, 8 hour days during that time period)
• 2+ years of experience working with Human Resources policies and procedures
• Medical claim processing (e.g., least, somewhat and most complex) or customer service or claim experience (e.g., simple or complex)
• Experience in team interactions and improvement methods or projects (e.g., coaching, quality, productivity)
• Working understanding of managed care
• Specific to the automotive market, the supervisor leads the CSSR team in daily management of customer vendor managed inventory (VMI) programs to ensure target inventory levels are established and follows business process documents for communication and actions for customer changes in forecast that lead to over pulls and underpulls to their forecast. The supervisor must have a clear understand of reporting information and CSSR requirements related to the Quinitiq Demand Planner system
• Automotive customers purchase material from Alcoa's Davenport, Danville, Lancaster, Tennessee. and San Antonio facilities. The automotive supervisor must implement and stabilize vendor managed inventory (VMI) and Order Management processes across all locations to ensure customer requirements through Make to Ship, Trials and VMI are achieved. Building connections with Accounting, Supply Chain Management, Quality and IT are required for each location to enhance and establish processes
• Coordinating the administration associated with the customer relationship such as credit holds, shipping releases, accounts receivable items, sales order acknowledgments, as well monitoring of “make-and-hold” or other commercially driven finished goods. This also includes the audit systems of these processes to insure they meet internal and external standards/rules
• Monitoring our demand management system. This includes input on the development of processes, standard operating procedures, and linkage to manufacturing. Weekly analysis and follow- up with the commercial organization to insure appropriate matching of available demand and capacity to meet and exceed our business plan (volume and mix). Close coordination with all disciplines is required as well as excellent system view and problem solving skills
• Soliciting and acting upon specific feedback to improve linkages with customers, engaging in cross-functional teams, and provide assistance as appropriate. The Supervisor must establish rapport with Marketing Representatives, Account Managers, and CSSRs
• Bachelor’s degree in finance, accounting, information systems, industrial engineering, supply chain management, business administration, or other business-related degree from an accredited institution
• A minimum of 5 years of related experience, including experience in a complex & analytical role in a manufacturing industry
• Quantitative skill-set with demonstrated ability to work in a fast-paced, complex environment
• Comfort using multiple complex computer systems simultaneously
• Comfort analyzing data from multiple sources in multiple formats
• Ability to utilize data to draw business-level conclusions with a focus on driving high-level decision-making
• Prior experience leading others, either in the capacity as supervisor, or on a project-based team
• Prior experience leading change through broad, multi-department process management
• Provide training/mentoring to other team members, as needed (e.g., new-hires, refresher training)
• Demonstrate understanding of internal/external factors that may drive caller questions/issues (e.g., recent plan changes, mass mailings, call directing/rerouting, weather emergencies)
• Identify and coordinate internal resources across multiple departments to address client situations, and escalate to appropriate resources as needed
• Utilize appropriate knowledge resources to drive resolution of applicable questions/issues (e.g., websites, CRM tools, knowledge bases, product manuals, SharePoint)
• Identify and communicate steps/solutions to caller questions/issues, using appropriate problem-solving skills and established guidelines, where available (e.g., workarounds, descriptions of relevant processes)
• Offer additional options to provide solutions/positive outcomes for callers (e.g., online access to relevant information, additional plan benefits, workarounds for prescription delays)
• Make outbound calls to resolve caller questions/issues (e.g., to callers, providers, brokers, pharmacies)
• Demonstrate knowledge of applicable health care terminology (e.g., medical, dental, behavioral, vision)
• Demonstrate knowledge of applicable products/services
• Ensure compliance with applicable legal/regulatory requirements (e.g., HIPAA, state/regional requirements)
• Demonstrate knowledge of established workflows and support processes (e.g., available resources, internal/external business partners, points of contact)
• Demonstrate knowledge of relevant internal processes impacting caller issues (e.g., claims processing, auto-adjudication)
• Identify inaccurate/inconsistent information found in systems/tools, and communicate to appropriate resources
• Communicate common problems/questions presented by callers to appropriate Subjects Matter Experts, to drive continuous improvement
• Review/analyze phone support data/metrics and communicate patterns/trends to internal stakeholders, as needed (e.g., leadership, Subject Matter Experts, business partners)
• Minimum of three (3) years of experience in the financial services industry is required. A minimum of three (3) years of experience in a customer service call center environment with at least one of those years serving in a leadership capacity will be accepted in lieu of three years of experience in financial services
• Experience in a leadership capacity preferred
• Experience in Customer Service preferred
• Analytical, with an ability to identify and resolve problems
• Well organized, paying close attention to detail
• Ability to manage multiple priorities in a timely manner
• Operates effectively in a team environment as well as independently
• Proficient with Microsoft Office products (e.g. Word, Excel, Outlook, Powerpoint, etc.)
• Proficiency with Black Knight Mortgage System preferred
• Proficiency with Avaya or Call Center Management System preferred
• 3+ years of Customer Service experience analyzing and solving customer problems
• 1+ years of experience with Windows PC applications (this includes the ability to learn new and complex computer system application)
• Ability to send emails and use calendar within Microsoft Outlook
• Ability to manipulate and track data within Microsoft Excel
• Hours of operation 6:00 am to 8:00 pm M-F, with weekends, overtime and holidays as needed
• 1+ years of Management experience managing a team of 20+ individuals
• Extensive experience working on E-Commerce platforms
• Excellent PC software and systems experience - SAP preferred
• Strong Microsoft Office skills (Excel, Powerpoint, Word)
• Must be able to manage multiple tasks and priorities simultaneously
• Excellent communication, interpersonal and organizational skills
• Previous experience in the outdoor industry and knowledge of Ecommerce distribution channel is preferred
• Self-directed - must have initiative and be resourceful
• Customer focused
• French/English bilingual
• Be a leader for a team with a minimum of 23 employees
• Use Excellent Communication and Analytical skills to drive performance
• Provide regular feedback, identify coach opportunities and manage the team’s progress meeting all metrics
• Random / Quality Sweeps: Daily random calls into the office to get the overall pulse of the service the team is providing. General feedback is provided to the office in terms of the results. If an operator needs individual attention, feedback is provided with applicable coaching
• Train all new Methods and Procedures
• Review Governance Process/Compliance
• Test Call Process: Includes review and feedback for all Internal and External Test calls (Mystery Calls)
• Customer Complaints: Talk to customers when applicable, review call(s) with associates and document findings and results of discussions with the customer and associate(s) in the Customer Care Database
• Voucher preparation
• Real Estate – submit WOW tickets and address other building issues (Infrequent)
• DEPC responsibilities where applicable (largest tenant in building)
• Coordinates the management of finished goods inventory of all blood components at assigned locations
• Manages finished goods inventory to meet customer needs with minimal product loss
• Demonstrates the ability to respond quickly to changing customer demand for blood products
• Communicates requirements by group and type to ensure supply chain response
• Communicates requirements for make-to-stock products to established stocking levels. Coordinates with collections and manufacturing for inventory of make-to-order items
• Coordinates transfer/return process to increase product usage efficiency
• Coordinates finished goods shipments from production site to divisional customers. Maintains stocking levels at regional sub-centers from production site
• Supervises the fulfillment of customer orders in assigned locations
• Adheres and enforces order fulfillment strategy as directed by region. Ability to manage critical situations and devise alternative solutions. Respond and resolve customer concerns and implement corrective actions
• Responsible for operational compliance for all areas of responsibility
• Ensure staff consistently follows established procedures and workplace is in state of control and regulatory compliance
• May act as lead for suspect product management process
• Manages customer concern/complaint process in accordance with applicable procedures
• Provides effective leadership in recognizing, rewarding and motivating staff that leads to high-performance. Responsible for the supervision of the order entry staff including, but not limited to, hiring, training, coaching, evaluating and disciplining to ensure a well-qualified team. Apply sound Human Resources Management practices, tools, systems, and guidelines. Promote an environment of learning; provide and support staff development opportunities
• Develops and maintains staff schedules to ensure adequate coverage while staying within organizational expenses. Performs employee payroll reviews
• Supervises team that receives requests for price quotations, purchase orders, order changes, adjustments, and cancellations directly from customers
• Energizes and motivates team through positive reinforcement of customer service goals and objectives
• Identify the developmental needs of the team then provide coaching and mentoring to improve their knowledge or skills. Helps team members develop problem solving skills and management of daily activities
• Assist Customer Service Manager in achieving overall objectives in creating superior customer service. Communicate successes, opportunities and solutions to the Customer Service Manager
• Maintains good relationships with other departments to enhance the customer experience and increase overall functionality of the group. Key departments are shipping, finance, ISC and marketing/sales
• Proactively provide alternative solutions and use problem solving tools to meet customer requests. Encourages this behavior with team members and coaches them on solutions
• Participates in a culture of continues improvement and encourages team to do the same by actively participating in HOS
• Develop and follow standard work and policies to ensure a continues efficient level of customer service
• Maintain and expand knowledge base on current and new products and operations
• Use SAP to retrieve customer information, stock status information, and the status of purchase orders
• Provide price quotations and process customer orders as required
• Track and record metrics for Tier board
• Other responsibilities as assigned
• Degree in computer science, networking, application development or equivalent Information Technology (IT) work experience
• Ability to write basic queries using SQL (Structured Query Language)
• Experience working in the hospitality industry preferred
• Experience with Oracle/MICROS point of sale products a plus, specifically experience with Simphony 1 or 2
• Treat all complaints with the outmost urgency and ensure that will be promptly investigated and if corrective action is required will be forwarded to the required Manager for correction action and immediate feedback
• Provide direction and leadership to subordinate and peers on all on train complaints regarding Customer service delivery
• Ensure that a program is developed and in place to track, monitor complaints on the competence of Ambassadors and Train Operators
• Be responsible of the Performance Management Program reviews (staff reviews) with direct reports
• Compile weekly and monthly reports on Customer complaints and will distribute as required
• You hold a Secondary school degree
• You possess at least one (1) years of experience in a similar position
• You have a background in Customer service and handling Customer complaints positions
• Your customer service, interpersonal and teamwork skills are strong
• Your English communication skills are excellent
• Directly supervise 12-14 employees in the Smart Energy Center of Excellence (Atlanta)
• Carries out supervisory responsibilities in accordance with the organization's policies, standard work procedures and applicable laws
• 3 or more years of experience supervising/managing a customer support center
• Experience supervising/managing in a call center environment highly preferred
• Familiarity with Microsoft Office and Salesforce.com
• Ability to effectively lead, influence and communicate across all levels of the organization from the frontline customer facing CSR to the senior leadership in highly matrixed organization
• Strong consultative project management and organization planning skills Strong analytical skills of complex financial scenarios
• Responsible for supervision of call center employees to assure productivity, quality, and timeliness of work in the completion of assigned projects and departmental goals
• Assist with or conduct training to keep team updated on changes that may occur in information or procedures
• Perform tasks to assure service level and quality requirements are met
• Assume supervisory responsibility for department tasks and call center activities
• Interview and recommend hiring and promotion of call center staff
• Monitor staff quality and performance and provide feedback and coaching as appropriate
• Complete employee performance assessment at end of year and assignment
• Respond to CSR's when needing assistance on locating appropriate scripts to better address the callers questions or concerns
• Maintain a current understanding of the GDIT and DMCS standard operating procedures, processes and Program policies
• Utilize scripts, standard operating procedures, and training materials to respond to DMCS inquiries in a courteous, timely and professional manner
• Provide accurate responses and documentation of inquiries and complaints from DMCS customers
• Adhere to the Privacy Act as it relates to the confidentiality of information received Continually look for and suggest process improvements, which will benefit GDIT and our customers (internal and external)
• Report problems that occur to the appropriate person and assist with resolution
• Adhere to and support service level metrics that includes schedule adherence, average handle time, response accuracy and quality metrics
• May be required to work some GDIT or Federal holidays
• Overtime may be required
• Six months supervisory or leadership experience required
• Minimum two years customer service or call center experience
• Experience working on DMCS contract or in similar customer service environment required
• Must have demonstrated oral and written communication skills in English
• Must have demonstrated excellent interpersonal and leadership skills
• Ability to organize self-assignments as well as those of others
• Ability to prioritize and recognize tasks to meet contract standards
• Must be able to prioritize multiple tasks dependent on call center needs
• Must be able to track and report individual and team information
• Applicant will be required by contract to undergo program update training as student financial assistance programs change, as well as required GDIT employee training
• Applicants must not be in default status on a federal student loan
• Federal security clearance (through the DMCS contract) required
• Bachelor's degree in healthcare, business or a related field - may possibly consider equivalent recent experience in lieu of degree, depending on the type of job experience and number of years
• A minimum of two years of current customer service/call center experience, preferably in a healthcare or insurance environment
• At least one year of additional current experience as a supervisor or lead role
• Three years of experience independently responding to and resolving inquiries, complaints, and client/customer service issues
• One year of experience as a lead worker or supervisor performing the following tasks; interviewing, hiring, training, assigning, and directing work and evaluating staff or volunteers
• Ability to efficiently use a personal computer and applicable software to successfully perform the essential job functions of the position
• Experience working within an electronic workflow environment
• Experience using scanning software and tools
• Ability to provide high quality customer service with attention to detail with a focus on quality and productivity
• Ability to work with a diverse group of people and communication styles
• Ability to communicate information both oral and written, without personalizing the interactions
• Leads a team of approximately 20 employees
• 3-5 years of supervisory experience in a customer service Call Center environment
• Prioritize tasks and time management skills
• Supervise a team of 10-15 customer service team members in our Call Center
• Ensure clear, consistent communication between internal StubHub teams and Outsource Partnerships Responsible for mentoring team members and promoting individual development Promote a positive teamwork enriched environment with increased employee satisfaction Collaborate with other teams
• Partner with customer operations and sales to meet company goals, respond to escalations, improve processes, and adhere to company guidelines
• Address individual needs through coaching and teaching to improve learning and enhance performance
• Encourage and promotes decision making and accountability at all levels
• Empower teams to achieve goals by providing resources, training, responsibility and authority Drive strong team quality performance by conducting pre-calibrations, partnering with Quality Assurance, attending calibration sessions and coaching team members
• Demonstrate customer focus by seeking out, understanding, and responding to the needs of internal and external customers
• Appropriately give and be open to receive feedback to/from team and coworkers Actively work to remove barriers to team effectiveness
• Be attentive to and work to understand the views of others
• Works with assistant supervisors to ensure all new associates are trained; performance is monitored and guidance is provided on performance improvement
• Prepares and administers annual performance appraisals and IDP’s
• Leads change initiatives
• Recommends procedural changes and actively seeks to improve Customer Service Quality Management System with the goal of improving current practices and procedures
• Minimum of two- four years Customer Service experience and successful achievement of all previous job objectives
• Prior supervisory experience
• Ability to work independently in a multi-division, fast paced environment
• Ability to multi-task and work well under pressure
• Attention to detail and excellent organizational and time management skills
• Monitor Customer Service Representatives for quality assurance and efficiency
• Assist Customer Service Representatives with any Cardholder issues in order to ensure prompt and satisfactory resolution, including call escalations
• Train and coach a team of customer service representatives
• Answer inbound customer service phone inquiries during periods of high call volume related to InComm (ATM, Visa and others)
• Provide timely, accurate and courteous responses to a number of FAQs
• Receive Cardholder Visa Card registration calls and order Visa Cards via the Customer Service website, as needed
• Perform basic Cardholder Customer Service functions in an accurate, timely and courteous manner
• Process various customer related tasks relating to Lost/Stolen Cards, forgotten PINs, chargebacks, disputes, potential fraud, etc
• Meet reporting requirements as designated by InComm Management
• Enforce daily activity of call center policies and procedures
• Staff Administration duties: work schedules, attendance and performance monitoring, staff discipline, payroll data collection and verification, interviewing, terminations, etc
• Perform yearly reviews and evaluations
• Other tasks and responsibilities as assigned
• Position involves the ability to work at a desk while using a telephone and computer to talk and correspond with customers, employees, and various levels of Management
• Computer fluency is required, including knowledge of Microsoft Office and the Internet
• Must possess strong analytical, interpersonal, organizational, and time-management skills
• Ability to maintain a very high level of confidentiality and professionalism in working with new and existing staff
• Our CallCenter is open 24/7, shift flexibility is needed
• Must be able to handle multiple tasks while working independently, as well as, interact well with others
• 4 years customer service experience with at least 1 year in a supervisory role required
• Experience Supervising a minimum of 10 or more employees
• Familiar with HR and EEOC policies
• Financial Card (ATM, Visa, etc.) customer service experience a strong plus
• Must successfully pass a criminal background and consumer credit check, drug screen may also be required
• Must possess a strong desire to provide superior customer care
• High school diploma or equivalent required; Bachelor’s Degree preferred
• This position is eligible for the Employee Referral Bonus Program
• Build relationships with Plant staff, faculty, staff, and students
• Receive service requests via phone calls, emails, and on-line submittals
• Dispatch technician to respond to serve calls
• Create, enter data, and close work orders
• Work with the Plant foreman to maintain an accurate work order backlog
• Provide information to Plant and University personnel in times of crisis
• Work closely with the SRC foreman in developing programs to facilitate communication with the Campus
• High School or equivalent
• One (1) year of call and customer service experience
• Must be able to interact and possess communication skills with individuals at all levels of organization, as well as clients, vendors, and sub-contractors
• Attention to detail is required
• Must possess flexibility towards work assignments and be a team player
• Must be able to understand and carry out oral and written instructions and to communicate effectively in writing
• Possess motivation and initiative to perform assigned duties with a minimum of direct supervision
• Supervising day-to-day INTL Customer Service operation / delegating work assignments
• Supervising the day-to-day FedEx Next Flight Out operation / delegating work assignments
• Solving / communicating problems for shipments that have not been exported yet
• Handling low level personnel issues
• Responding to email coming in on mailto:[email protected] Scheduling staff 24 x 7
• Providing staff development with recurrence training
• Assisting sales with business development
• Handling customer complaints
• Monitoring high profile shipments
• Performing quality checks on shipments
• Handling problems with foreign offices
• Reviewing job files, by completing job checklist
• Provide leadership and direction o Ensure optimum productivity
• Proficiency in World Courier systems (WorldSTAR, BioSTAR, OpSTAR, OptiView, etc.)
• Run a safe, clean and harassment free environment
• Professional conduct and role model for the dept
• Supervising day-to-day International Customer Service operation / delegating work assignments
• Provide leadership and direction to Ensure optimum productivity
• Preferred: Proficiency in World Courier systems (WorldSTAR, BioSTAR, OpSTAR, OptiView, etc.)
• Bachelor’s Degree or higher in Logistics Management, Business Administarion or related field is preferred
• 5-8 years’ experience in supply chain management specifically in warehousing, logistic and I/E operation, especially for delivery to overseas countries
• Experience of SAP operation, international shipment documentation, Ocean/Land/Air freight, and other I/E processes
• Good understanding in Logistics system, Warehousing Management, Vendor Management, Import & Export Handling Process
• Good knowledge in ERP/SAP system and computer literacy (Excel)
• Good command of English Language in verbal and writing
• Problem solving, communication skill and analytical thinking
• Able to work in Samutsakorn Plant. Click to see inGoogle Map !!!
• Minimum Acceptable Experience Level: Experience in leading and supervising
• Knowledge, Skills, and Abilities
• Previous experience with WOW, GMMS, and Maximo software
• Previous out of home country experience is highly desirable and previous work experience in harsh environmental conditions is a plus
• Experience working with PAE
• Knowledge of principles and processes involved in supporting contract responsibilities at an overseas facility
• Experience providing excellent customer services
• Ability to work in a fast-paced environment that requires handling multiple tasks at a given time and rapidly adapting to changing priorities and schedules
• Cross-cultural sensitivity with an international perspective
• Expert computer skills, specifically in Microsoft Word and Excel
• Ability to become an active and functioning member of a team
• Must have the ability to be innovative and be an agent for change
• Leadership and people management of a Team of Customer Services Coordinators
• To manage the activities of Customer Services to deliver high standards of Customer Service
• To ensure operating standards are measured, reported and reviewed in line with the agreed CS metrics
• To identify areas of improvement and implement the required action plans to address
• To provide support, coaching and development of all members of staff
• To set objectives in line with the Customer Service Strategy and conduct reviews in line with PMO criteria
• To initiate personal development plans for all members of the team and measure progress
• To ensure integration of Customer Services into the business and support activities that grow sales
• To lead and manage change with the team in systems, processes, culture and vision
• To identify key talent in the Customer Services Team and create the appropriate PDPs
• To maintain key relationships with all appropriate internal departments that impact Customer Services
• To maintain product and market knowledge that impacts Customer Services and adapt
• To represent Customer Services where appropriate on cross functional teams and/or Projects
• To represent Customer Services at Customer Review Meetings as and when appropriate
• To support Customer Services Manager in the development and execution of the Customer Service
• Advance best in class Customer relations via Quality, Delivery, Innovation and Responsiveness
• Key Contributor to TEOA Strategy, Process Transformation, Performance Improvement Management, Talent Development and Mind-set & Culture
• Lead Tier 2 Accountability meetings and contribute to Tier 3
• Develop, Coach & Mentor Team Members via Gemba walks
• Support & or facilitate classroom, small group & or 1 on 1 training of Team Members
• Manage high level account requirements: Customer Master and ZVUNLOADING for Customer special requirements
• Represent Customer Care during Customer visits to build high level relationships and facilitate mutually beneficial projects
• Partner with Sales to deliver support opportunities which contribute to an Extraordinary Customer Experience. Examples: Shipping costs, Customer payment behavior (A/R residuals), ETC…
• Customer centric
• Strong decision quality
• Strong communication & Interpersonal skillsPractices attentive and active listening while demonstrating command skills so that timely solutions are obtained within a large & diverse organization
• Demonstrates high level of business acumen within Transportation Industry
• Bachelor’s degree preferred. Equivalent experience will be considered
• 3 years relevant Customer experience management background required
• Knowledge/understanding of Customer Relationship Management/CRM systems
• Establishing clear roles, responsibilities, tracking and managing team/ individual performance in a unionized environment
• Administering the Verizon processes and policies as they relate to: safety, attendance, performance, work rules, and code of conduct
• Additional duties and responsibilities as needed
• Be a role model for communication skills, work ethic and judgment when it comes to our policies, procedures and guidelines
• Supervise workload of the team, ensure team targets are met or exceed expectations
• Proactively manage internal and external customer expectations
• Implement projects to achieve improved efficiencies and operating effectiveness in accordance with defined project plans
• Manage customer complaints, escalations, implement corrective actions
• Develop and implement ISO and SOX compliant procedures
• Set challenging but realistic development goals for both on team and individual level
• Conduct monthly one to ones and half yearly performance reviews
• Take active part in the development of team members through mentoring and coaching
• Responsible for hiring team members
• Identify and assign training opportunities for existing team members and ensure the objectives are met
• Support the implementation of departmental and company policies
• Keep the budget expectations
• Work in accordance with corporate values, lead by example
• Ensure vision and mission are communicated and adopted into the culture of the team
• Solid team lead or supervisor experience
• Strong people management skills
• Proactivity
• Ownership and accountability
• Commitment to deadlines and quality work
• Customer and people focused
• Approachability
• Able to think out of the box and create strategic linkages
• Supervise CS team and play a key role in supporting the Account Manager/CSR interface
• Review weekly the order intake levels from all customers to ensure our order backlog is in line with growth mandate
• Review and authorize all customers RFQ, ensure the accuracy on component information, costs and information from procurement while maximizing our gross profit margins
• Review all costs from various vendors and establish sell prices based historical data and/or discount levels, to be uploaded into SAP. Ensure methodology and processes are clear for all Customer Service
• Deal with customer issues that arise, customer satisfaction, high pricing, late deliveries, etc. Be the direct contact with Management at all customer locations to support the customer service representatives with any ongoing issues ensuring the supervisor finds resolution with management at the customer location
• Communicate with individual customers to ensure their in-service expectations are met
• Conduct weekly reviews of order intake / Sales / Open quotes / open RFQ’s levels from all customers with a view to meet and improve Key Performance Indicators as well as being in alignment with the company’s growth mandate
• You hold a College degree or related experience
• You possess at least five (5) years of experience in a similar position
• You have excellent customer service, interpersonal and teamwork skills
• You have good computer skills
• Supervisory responsibilities include, interviewing, hiring, and training employees; planning, assigning, and directing work, appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems in accordance with the company policies
• Ensures that staff performance is in compliance with established procedures and meets or exceeds performance standards by employing management practices that promotes customer loyalty and protects the company brand, as well as the integrity of the customer service function
• Monitors representatives’ responses, technical accuracy, and conformity to company policies when addressing questions about service, products and account status
• Ensures adequate standards are met for attendance, payroll, performance documentation and other employment paperwork/entries. Completes other administrative duties and additional projects, as assigned, in an accurate and timely manner. Creates or generates performance reports
• Manages difficult and escalated customer interactions, responds promptly to client needs, and solicits customer feedback of the customer experience
• Maintains thorough knowledge of company website, company policies and procedures
• Identifies business trends and suggests changes to strategies to improve the customer experience and drive increases in revenue and growth
• Associate’s degree required; Bachelor’s preferred
• Minimum of 3 years customer service experience; Call center preferred
• Minimum of 1 years management or supervisory experience
• Previous project management experience preferred
• Excellent communication (verbal and written), interpersonal, and presentation skills
• Strong leadership, decision making, and problem solving skills
• Strong coaching and training techniques
• Advanced knowledge and experience in MS Office applications preferred
• Flexible, innovative and the ability to manage staff, responsibilities and priorities in a fast paced and time critical environment
• Strong analytical skills with the ability to define problems, collect data, establish facts, and draw valid conclusions to solve complex business problems
• Ability to work under pressure, independently as well as part of the team
• Organized and detail oriented with excellent follow-up skills
• Punctual and regular attendance is an essential function of this position
• Develop, implement and maintain materials and programs ensuring production and quality standards are met
• Evaluate and audit performance and identify and implement improvement opportunities to increase overall productivity and effectiveness
• Ensure plan pends are completed
• Bachelors degree in Healthcare or related field or equivalent experience
• 2+ years in a Customer service and call center experience with direct supervisory responsibility over others preferable in a healthcare of insurance environment
• High School Diploma or equivalent required, Bachelor Degree highly preferred
• 2 – 4 years’ experience managing people in a call center or contact center environment required
• Prior experience working with Workforce Management required
• Prior experience working with PeopleSoft helpful
• Experience conducting behavioral base interviews
• Ability to drive change and process improvements required
• Flexibility in work schedule is essential. May be required to work 11:30 am – 8 pm EST with rotational Saturdays
• Direct supervision of ________ full-time employees, and
• Indirect supervision of _________ full-time employees, including call center administrative staff
• Call center or customer service experience and supervisory/management skills required
• College or equivalent experience preferred
• Minimum of 2 – 4 years of customer service or in store sales experience required
• Knowledge of specialty gas, industrial gas, medical gas and welding related products preferred
• 1+ year supervisory experience preferred
• Expertise in computer systems and computers applications
• Lead and Manage Surgical Customer Service team
• Facilitate the correct and timely delivery and invoicing of Alcon products and the processing of RANs and credit notes by entering data accurately within Alcon’s business systems. This requires a high level of attention to detail and understanding of Alcon’s systems and business relationships and how to extract or enter appropriate information
• Interprets and communicates relevant pricing/ policy / procedures / changes to customers and staff, ranging from basic enquiries to more complex enquiries including warranty enquiries and Prosthesis rebates
• Liaise closely with the sales teams to provide high quality information regarding sales opportunities, customer complaints or competitor behavior
• Investigate customer's problems and find solutions
• Communicate with customers via phone, email, or letter
• Hire, train, coach and terminate customer service agents
• Complete performance review process for team of 6-12
• Provide scripts to read from during phone calls
• Handle major incidents that cannot be resolved by agents
• Keep abreast of new company products and services
• Analyze data and statistics
• Train agents on how to adequately address problem over the phone or how to write correspondence
• Work with management on customer service initiatives
• Minimum 1-year Supervisory experience
• 3+ years of experience in customer service call center environment
• Strong experience with Microsoft Office applications, with expertise in MS Excel
• Willingness to learn new skills and methods as needed – continuous learning mindset
• Detail oriented with commitment to delivering high quality results
• Strong communication skills and team oriented
• Great attitude that always exudes a “can do” approach
• Strong organizational, analytical and problem-solving skills for evaluating business requirements of varying complexity to determine appropriate solution
• Provide training, coaching, motivation, and mentoring to ensure individual and key performance indicators (KPIs) are met or exceeded
• Drive Daily Management, including data analysis to determine appropriate countermeasures
• Manage daily activities of the Customer Service Team
• Assists with the development, standardization and/or improvement of policies and procedures to improve the efficiency of the department
• Manage internal and external customer service escalations to resolution
• Properly resolves customer issues, adjusts errors and recommends corrective actions relative to customer complaints
• Perform root cause analysis and provide actions to eliminate errors that pertain to the functional responsibility
• Create and conduct departmental training
• Validates attendance and monitors adherence
• Interacts with other departments to coordinate communication, activities, workflow and/or training that would affect the competency of the respective customer care area
• Implement Customer Service policies, procedures and directs activities that ensure the delivery of world-class service to our customers, while maintaining profitability
• Assist with other duties or projects as assigned
• 2+ previous call center leadership experience required
• 3+ years of experience in customer service and/or order entry
• 2+ years of experience building rapport and effectively managing team involvement in a dynamic business environment
• Minimum 1 year of experience with process excellence and writing policies that support departmental goals
• 3 years of experience working in Microsoft Office applications (Outlook, Word, Excel, and PowerPoint)
• 1 year minimum SAP experience required
• Keep a higher degree of customer focus in daily operation to ensure flawless order management, and timely goods delivery as per requested
• Constructively work with Supply Network Planning team and Logistics (3rd party WHS vendor & I/E agent) team to close supply gap as much as possible, and avoid de-commit of order delivery
• Strictly adhere to International Trade Compliance rules and TE standard biz processes
• Respond to customer enquiry on product supply and shipment arrangement in a professional way
• Escalate timely to CSM on operation issues
• Responsible for FTA form to be align with each country
• Timely report out EHS near-miss
• Manages, plans and coordinates the activities of service representatives to ensure quality customer service in a multi-faceted service capacity
• Directs, coaches, and supports staff in resolving various customer concerns. Responds to unusual or complex customer concerns via phone or email communication
• Actively manages all aspects of performance including employee performance, work assignments, merit process, salary reviews, career pathing and progressive discipline
• Provides management with input on the development of policies, procedures and guidelines. Specify system needs, recommend enhancements, and assist with implementation of changes to improve efficiency and productivity
• Actively participates in continuous improvement by fully engaging in team meetings, following appropriate procedures and continuous process improvement, participating in problem solving activities and utilizing continuous improvement tools to support the work of the team
• Effectively communicates objectives to the department, sets action plans and monitors results. Prepares various reports for business partners and leadership
• A Bachelor's degree in a business related field or equivalent experience plus a minimum of 2 years of directly related work experience is required
• Previous management, commercial insurance and customer service experience preferred
• Must have a strong knowledge of a variety of insurance products, plans, and programs
• Excellent oral, written and interpersonal communication skills, and the capacity to multi-task in a fast paced, structured work environment, are required
• Demonstrated decision-making and problem-solving abilities combined with strong leadership and training/development skills
• Demonstrated success in coaching, developing others and fostering a culture of continuous improvement
• Licensing required per state regulations. (Can obtain in first 3 months)
• Completes Staffing & Scheduling coordination and duty assignments to ensure efficient operation of the branch
• Offers guidance, leadership, and coaching to Teller staff reinforcing policy and procedure
• Assist with branch morning and evening duties to include opening and closing the vault, working and locking the Night Depository, setting up the Teller station with supplies and cash, and balancing the Teller window/branch
• Utilizes Cash Forecasting tool to control supply of money on hand to meet branch need and legal requirements
• Promotes and processes deposits, withdrawals, check cashing requests, credit card advances, money orders, travelers checks, and other forms of negotiable items
• Monitors and manages operational loss within a branch to include granting staff supervisory override for transactions, ensuring proper hold placement for loss mitigation, and outage resolution
• Accurately utilizes equipment and remains knowledgeable of equipment functionality to include ATM, Cash Dispense and Recycler Machines, Currency Counter s and Coin Sorters to provide branch services
• Observes, Coaches, and Models sales and service behavior for Teller associates and assesses performance daily
• Promotes branch professionalism and the Standards of Excellence
• Demonstrates highest quality of customer service to include greeting customer, using their names, making eye contact, smiling, thanking for business, and offering another product or service
• Images proof work through branch capture machine to include reviewing work and making corrections
• Compiles required and special reports as requested
• Coordinates branch and staff Business Continuity planning and execution
• Other duties and special projects as assigned by Senior Management
• High School Diploma or general education degree (GED)
• Minimum 1-2 years cash handling and customer service experience in retail/branch banking is required
• Previous management experience in retail/branch operations is preferred
• Planning, administration and overall direction of staff
• Bachelors degree or equivalent work experience
• Decisions have a direct impact on work unit operations and customers
• Frequently interacts with subordinates, customers and peer groups at various management levels
• Interactions normally involve information exchange and basic problem resolution
• Responsible for continuous coaching and skill development of call center team members, including team leads
• Monitor departmental Phone and Email Workloads to ensure Service Levels are achieved
• Manage employee schedule working with Call Center Supervisor peers to ensure optimal efficiency and employee productivity
• Focus on customer needs in order to provide excellent customer service
• Drive service quality, productivity, and meet or exceed call center goals and established metrics
• Build a connection to the workforce through involvement and trust - Engages and inspires team members to want to perform. Conduct one on one employee meetings monthly to review performance expectations
• Evaluate and address performance, behavioral and attendance issues as they arise. Responsible for mid-year and yearly reviews self and staff
• Review daily, weekly and monthly reports and address performance issues and make recommendations for improvement
• Ability to use data and expertise to make process improvements & resolve business problems
• Provide technical and system assistance to employees
• Monitor direct reports attendance, schedule and vacation request. Address adherence to schedule issues
• Process Payroll. Qualify overtime request using established guidelines
• Handle escalated customer calls same day. Responsible for follow up on any issues including those delegated from the Customer Service Management Team
• Assist management in raising the overall level of professionalism through consistent coaching of direct reports
• Interacts with all departments within the CSS department (i.e. Field Service, Dispatch, Independent Servicers, Delivery and Installation) and other departments to resolve customer issues or complaints and promote process and quality improvements
• Escalate any system, product or employee related issues to the Customer Service Management Team
• Monitor direct reports phone or e-mail communication via Quality Monitoring process. Coach leads/agents and provide constructive feedback
• Any additional duties as assigned
• Excellent communication skills, English Mastery
• Ability to develop and build relationships in multiple environments
• Excellent time management, tracking and prioritization
• Manages a team of support personnel
• Performs staff scheduling to ensure Help Desk coverage during normal business hours and on-call support as required
• Ensure timely resolution of problems
• Ensures that daily, weekly, and monthly statistics, status reports are completed and continually modified to meet the needs of the department
• Ensures that decisions made to improve the overall customer support of the Help Desk are continually carried through
• Coordinates training requirements of Help Desk personnel
• Provides leadership by projecting a positive attitude, and providing learning incentives
• Mentoring and Coaching - Build, Train, Lead and Inspire
• Manage Customer escalation
• Handle scheduling, leave requests, expenses for members on the team
• Responsible for the entry, tracking and management of all incoming support calls in Clarify
• Perform other duties as requested or as deemed appropriate by the management
• Previous experience of a leadership role within a Support organisation
• Previous technical support experience; previous help desk experience ideal
• Strong ability to write documentation and communicate internally and externally
• Customer focussed attitude
• Experience working with cross functional teams
• Familiarity with supporting SaaS products
• High school diploma or equivalent, Bachelor Degree Preferred
• 3-5 years customer service experience
• Lean Certification, knowledge of HOS principles and Rapid Problem Solving Training
• Bilingual in English and Spanish and French preferred
• Quality and Customer Focus – satisfying our customers to promote an increase in customer re-order rates while reducing repeat calls to Customer Service
• Productivity – Average Handling Time, ACW, WCV, reduction of lost hours
• Schedule Adherence (which impacts financials) and correct use of AUX codes, skills, and CCMS Exceptions
• Coaching and Developing the representatives, thereby demonstrating and practicing “high touch” leadership principles
• Use online system tools and reports to perform job duties as efficiently as possible (RTA, Supervisor Hours and Perf. Report, Agent Productivity, etc. reducing paperwork whenever possible
• Supervises a designated team of non-exempt Customer Service Representatives, and as needed Team Assistants, Diplomats, Seasonal hires, etc
• Ensures high quality, efficient, customer-focused service by all team members
• Ensures both consistency of and compliance with company and departmental policies/procedures and performance standards. Implements operational plans to achieve designated objectives, established performance goals, and quality standards
• Prepares monthly report (team) and individual accomplishments for management on a timely basis
• Responsible for all aspects of the day-to-day supervision and leadership of Patient Account Representatives, including but not limited to the Performance Management metrics of collections, productivity, quality and aging
• Interview candidates and make hiring recommendations and decisions
• Complete monthly quality evaluations
• Monitor staff scheduling and adherence to time and attendance protocol. Responsible for all aspects of A/R Management, including but not limited to maintaining workload balance, ensuring maximum efficiency, eliminating rework, and reducing cost
• Promptly identify issues and develop action plans to mitigate or resolve
• Train, develop, motivate and assist subordinates in reaching new levels of skills, knowledge and attitude
• Effectively maintain a work environment which stimulates and motivates the morale, engagement and growth of subordinates
• Identify performance deficiencies and opportunities and implement action plans as needed
• Review and respond timely to requests, including emails, telephone calls, issues, account research and resolution as needed by staff, management and clients
• Timely completion of accounts referred to the Supervisory Desk by staff or management
• Effectively communicate and interact with subordinates, management and clients
• Conduct, attend and participate in meetings, conference calls and training sessions, including Management Meetings, Team Meetings, as well as one-on-one monthly meetings with subordinates to provide consistent performance feedback
• Complete the mid-year and year end Performance Management review
• No. Direct Reports (incl. titles): Patient Acct Reps, Sr Patient Acct Reps, Lead Patient Acct Reps
• Very good written and verbal communication skills
• Strong technical skills, including PC and MS Office Suite knowledge
• Proficient in building a strong team to meet performance goals
• Effectively manages multiple tasks
• Displays sound judgment and reasoning abilities
• Creative and innovate thinking
• Achieves results with accuracy and precision
• Advanced knowledge of healthcare A/R
• Excellent working knowledge of Patient Financial Services operations with specific focus on Inpatient and Outpatient Managed Care and Commercial payors (i.e., Medicare regulations and compliance; HIPAA)
• Proficient in Microsoft Office (Word and Excel)
• Advanced writing skills
• Ability to provide advanced customer service
• Ability to train and coach staff
• Strong leadership and organizational skills
• High School diploma and/or equivalent education
• 4-7 years experience preferred
• Advanced knowledge of UB-04, EOB interpretation, CPT and ICD-9 codes
• Supervisory experience or demonstrated leadership
• Ability to sit and work at a computer terminal for extended periods of time
• 3+ years experience with scheduling, insurance plans, physician offices or related environment
• 3+ years experience with customer service
• 1+ years experience with supervision of over 10 employees
• Serves as a Customer Service or Inside Sales Rep for specific customers or as needed
• Acts as first level of escalation to resolve urgent customer issues and assists team members as needed to resolve issues
• Measures qualitative and quantitative KPIs and shares with team for performance improvement. Provides periodic performance reports, analyzes data, and implements change with management to improved individual and team performance
• Assists with HR related activities such as recruitment, orientation, employee development, training, performance management, progressive discipline, etc
• Participates in the development, documentation, and implementation of company policies and departmental SOPs
• Attends various meetings representing the customer service function. Brings back related information to team and presents during team meetings
• Supervise a team of 15-20 customer service team members in our Call Center
• Partner with customer operations to meet company goals, respond to escalations, improve processes, and adhere to company guidelines
• Empower teams to achieve goals by providing resources, training, responsibility and authority Drive strong team quality performance by conducting pre-calibrations, partnering with NPS support team, attending calibration sessions and coaching team members
• Internal applicants must show a 6 month, or longer, tenure in their current position or have recently been converted to a CSA within the past 6 months
• Prior coaching of peers/subordinates
• Bachelor’s degree or equivalent work experience preferred
• 2+ years Customer Service experience required
• Previous StubHub training completed and currently meeting or exceeding StubHub performance ratings required
• College degree or equivalent experience
• 2+ year experience in Customer Service environment including supervisory experience
• Strong leadership skills and able to motivate staff to deliver superior customer services
• Good understanding of procedures and concepts within own technical/subject area
• Good understanding of how the team integrates with others in accomplishing the objectives of the area
• Responsible for the recruiting and hiring of Customer Service Representatives and monitors licensing and continuing education requirements to ensure timely fulfillment. Makes recommendations on exceptional customer-focused candidates and provides feedback to Team Manager
• Analyzes data (i.e. CMS, SAT, etc.) to understand, plan and implement interactive and appropriate coaching sessions for Customer Services Representatives and team. Coaches to the behaviors versus the numbers
• Encourages and promotes initiative and risk taking of staff through coaching and monitoring sessions
• Resolves complex policyholder concerns through appropriate levels within the call center. Acts as a liaison to other Personal market departments to facilitate the resolution of customer inquiries or complaints
• Performs additional duties as assigned by manager or may participate on special projects as needed
• Demonstrated written and oral communication skills and interpersonal skills are essential
• Multi-state property and casualty licensing also required
• Act as the Advanced Materials Customer Care Supervisor for Bucharest, RO COE
• Maintain safety and quality in all aspects of the business
• Partner with HR on all staffing, interviewing, and hiring of customer service team
• Work directly with the Adv Materials Customer Care Leadership team on COE global strategies, execution, performance, and people development
• Work directly with IT to ensure infrastructure can accommodate customer demand and quality
• Partner with functional peers to improve order to cash lifecycle
• Track team performance thru approved scorecard metrics on a weekly basis and exceed targets to help improve overall customer satisfaction
• Learn best practices from developed team in HPS/UOP and implement where necessary
• Work directly with peers in the Americas and Asia Pacific to ensure business continuity and customer satisfaction
• Develop and maintain effective working relationships on a global scale with internal customers, PMT Business Leaders, Logistics and ISC personnel
• Work directly with staff on developing strong talent within team thru learning and training courses offered
• At least 5 years Management/Supervisor experience in a Customer Service environment
• Must have strong Romanian and English speaking skills
• Previous work in the Chemicals industry is highly recommended
• Experience building new teams and cross functional work
• Solid understanding of Avaya phone management infrastructure
• Experience with SAP and Salesforce.com
• College Degree required
• Ability to travel internationally as needed (10%)
• Greenbelt/Six Sigma
• Ability to speak multiple languages
• Contact Centre outbound and/or inbound sales experience
• 2 – 3 years customer service and /or sales working experience
• Team Leader working experience. Including the recruitment, coaching and development of staff performance
• Able to speak fluent Thai and English
• Evaluate direct reports and front line associates through daily observation, ongoing coaching and development, and the annual evaluation process. Assist the Cust. Care Manager with promotions, transfers, merit increases and disciplinary action. Ensure appropriate documentation supports overall communication and plans
• Develop front-line employees to deliver on the strategic direction of the Customer Care organization. Drive business unit tactics that support corporate strategies
• Lead achievement of specific departmental objectives and assisting in meeting sales goals
• Team with fellow Customer Service Supervisors, Managers, sales associates and other TE employees to implement sales improvement plans, continuous improvement efforts and other strategic and tactical initiatives both locally and regionally
• Utilize working knowledge of the operational and technical functions of the Customer Care department to ensure proper procedures are followed
• Monitor day to day activities to ensure team members fulfill their responsibilities and implement corrective actions as needed
• Serve as a positive role model, setting standards for performance/behaviors, attitude and professionalism
• Utilize tools and programs to ensure a positive team atmosphere and high morale
• Understand and enforce company policies, procedures and changes. Remove obstacles when appropriate
• Contribute to continuous improvement through various quality programs, Six Sigma, Performance Matters, Call Management System and TEOA
• Recommend new and revised procedures and/or practices relating to area of responsibility
• Ensure a high service level is being maintained for our customers as well as an even distribution of work load
• As requested by top management, prepare information relating to business conditions reflecting on the possible needs for additional resources (people), raw material and equipment based on backlog, new order input and expediting conditions
• Bachelor’s Degree in related field
• Experience in more than one call center function preferred
• Excellent one-on-one interpersonal skills and leadership skills
• Skill with Microsoft Office applications (Word, Excel, Outlook, PowerPoint)
• Close visual acuity to perform detail oriented activities at distances close to the eyes, as
• Coordinates operational resources including staff, technology and training to ensure outstanding customer experiences are achieved while maintaining efficiency. This will be achieved through partnering with existing Brinks BGS and CIT resources as necessary and key executives within the BGS footprint
• Provides direction and structure for Customer Service locations across the BGS US footprint to help generate a higher ROI and optimal workflow utilisation, including but not limited to training initiatives, establishing key metrics, driving and monitoring productivity and improving business process
• Partners with other operational leaders to resolve recurring issues and provide long term solutions
• Effectively manage all Customer Service processes and work closely with Operations, Sales and Security to ensure the right decisions are made at the right time, appropriate communication occurs and that plans are intelligently adjusted to reflect necessary fluctuations in goals and requirements as business needs change
• Ensure secure, safe and efficient handling of the operations (including armored transportation, inventory management, sort activity, show services and domestic network operations,) according to the Brinks standards, processes and procedures (especially the GSR and the BGS Procedures Manual)
• Apply company guidelines and goals in respect to working conditions, atmosphere and performance of directly subordinated staff
• Assist in the revision, updating and/or development of operational SOPs for BGS locations throughout the US including but not limited to 580 Fifth Avenue, JFK, Louisville, Boston, Chicago, Ohio, Miami, Los Angeles, Oakland, Salt Lake City and Seattle
• Manage and control all issues in respect to processes, procedures, airline handling, authorities and third party service providers
• Respond to incoming communications from internal and external customers and where necessary resolve and escalate issues as needed including the providing of product line data and the quoting of prices for all services
• Ensure all transportation arrangements are made with full consideration of security implications, according to the BGS Procedures and within the General security regulations (GSR)
• Work closely with Sales and other internal departments to ensure that all orders are correct, relationships are managed effectively and information is moved seamlessly among internal departments. On a daily basis will need to ensure that support is provided to Account Executives included but not limited to quote creation, pricing communications, collection of debt/payments and management of service level failures to ensure they do not repeat
• Work closely with clients to ensure they are appropriately trained/up to date on all operations and security processes including but not limited to documentation integrity, packing, reception, and dispatching
• Conduct routine visits and audits of field location processes and work closely with Operations and Sales to ensure that all new and existing clients are being serviced effectively
• Provide updates and manage the training of field staff, new hires and participate in all operational staff onboarding efforts to ensure consistent application and dissemination of the company’s service mission and imperative
• Minimum of 5 years of leadership experience in Customer Service in positions of increasing responsibility with a focus on multiple location management and process implementation
• Minimum of 7 years of Customer Service experience in support of retail and/or front facing customer service operations with a focus on process change and new product implementation
• Minimum 5 years experience working with Microsoft Excel, Word and PowerPoint
• Must be 21 years of age
• Satisfy all applicable Department of Transportation requirements
• A valid firearms permit or ability to pass applicable firearms licensing requirements
• A valid guard card or ability to obtain a guard card or any other required licenses
• Ability to lift at least 50 pounds
• Bachelors Degree in Business, Marketing or related field
• Experience creating and implementing both customer service policy/process and the technology to support the same
• Extensive knowledge of freight forwarding and supply chain operations
• Strong business acumen and the ability to influence and develop strong working relationships within a global organization
• Exceptional problem solver with the ability to transition between detailed data and high-level conclusion/recommendations
• Experience interpreting data analytics to derive business insight and drive customer value
• Experience working within a matrixed organization in which leadership and results are driven through influence and relationships rather than mandate
• Proven track record of documenting, implementing and auditing of SOP’s designed to improve operational efficiencies and ROI
• High level of integrity where personal and professional values are aligned with the company’s mission, vision and leadership framework
• Self-aware and self-motivated - comfortable operating with minimal direction and will thrive in a dynamic environment as a leader influencing change and transformation
• Responsive performance driven
• Able to translate the organization’s vision into operational, quantitative plans, goals and schedules for improvement
• Credible and savvy operator who will be perceived as a trusted consultant and functional expert to senior management, an influential advisor; bold and courageous whilst having the antennae to understand cultural and political nuance
• Ability to forge strong relationships and work collaboratively within the global network and regional business setting
• Aptitude to gain credibility with senior leadership and inspire them to understand the value of the strategic pharmaceutical line of business vision
• Responsible for customer service human resource objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures
• First point of contact for handling complex and escalated internal and external customer complaints and/or issues
• Responsible for reviewing data for direct reports to determine customer service outputs, as well as maintaining accurate records and documents
• Responsible for meeting customer service financial objectives by managing and tracking budget expenses for overtime and office supplies
• Schedule and facilitate regular monthly meetings with direct reports; one on ones, corporate communications and internal department initiative/directives
• Participate in leadership communication meetings as mandated
• Have a working knowledge of processes, tools and technology agents utilize daily
• Intermediate proficiency with MS Office
• Aspect/Workforce Management experience preferred
• Verint experience preferred
• Cisco experience preferred
• Strategic thinker
• Working knowledge of customer service policies, practices and systems
• Strong problem solving skills: able to analyze information provided, identify the root issue, and use resources appropriately to solve complex/escalated problems/questions
• Professional communication; strong written and verbal communication skills
• People skills
• Energetic self starter with attention to detail
• Coaches and develops a team of 10-15 Customer Service Professionals
• Responsible for Call Center staff performance, resource allocation, customer service, and quality and expense management to optimize planned business results
• Supervises and evaluates the work of CSR staff; assists with the prioritization of work, assigning tasks to staff and monitoring progress and quality
• Promotes employee development through effective planning, verbal and written communications, and cross-training as well as initial orientation
• Supports the analysis and implementation of improved workflows for increased efficiency
• Conducts team meetings to communicate new and existing Company/department policies and procedures
• Previous management and commercial insurance experience preferred
• Efficiency and desktop organization are critical to being a successful Manager
• Flexibility and adaptability to a changing, fast-paced environment is critical in this position
• Must be flexible to work shifts that support a service center environment
• Coordinates, Supervises and is accountable for the daily/weekly/monthly activities of team members
• Prioritizes communication and talks to the team to remove barriers to success
• Creates individual development plans and conducts annual performance reviews for team members
• Enforces company policy and helps others adapt to change
• 1+ years of experience as a Supervisor or Team Lead
• Experience with Windows PC applications, which includes the ability to learn new and complex computer system applications
• Experience in the Healthcare Industry
• Available to travel up to 10% of the time (sent to other sites to develop team or for training)
• Available to work any shift between 7:00 am - 10:00 pm Sunday through Saturday
• IEX experience
• SharePoint basic experience of the application and how to navigate it
• Business analytics/Qfiniti experience
• Passion for leading
• Ability to motivate team
• 35% Coordinate and ensure the correct execution of Order Management to exceed standards of Cargill
• 15% Build and maintain a team conformed by qualified, profesional and high performance members, though recruitment and organizational development using training, coaching and mentoring
• Travel is needed
• Remotely supervision to team members
• Bachelor in Economic – Administrative Areas or Industrial Engenieering
• 3 to 5 years of experience in Customer Service, Order Management, Supply Chain and Supervision of Personnel
• Demostrate deep understanding of Order to Delivery process
• Demostrar understanding of sistems functionality used along the Supply Chain processes
• High knowledge of SAP, specially of core transactions needed for Order Management
• Advanced level of SAP reporting for Order Management and multiple skills on numerical and situational analysis
• Demonstrate excellent business rapport with internal and external customers
• Excellentes written and oral communication skills
• Knowledge of invoicing process
• Demonstrate knowledge in MS Office use, specially in Excell (advanced level)
• Demonstrate high skills in the use of tools to communicate metrics and improve service / productivity levels
• Demonstrate high skills to organize and lead work meetings
• High leadership, coach and mentoring skills
• Effective team work skills
• English 90%
• Results Oriented
• Complex problem solving
• Service Advocate
• High School Diploma or equivalent required, Bachelor Degree preferred
• Experience managing people preferred
• 3 - 5 years prior Call Center or Contact Center experience managing people required
• Monday – Saturday (10:30 am – 7:00 pm CST), rotating day off during week
• 3+ years of customer service experience required
• Experience in leading projects
• Experience and knowledge partnering with Workforce Management teams
• Supervise and motivate a team of customer service representatives to deliver World Class Customer Service with a keen focus on service from the Customer Point of View; ability to coach on soft skills, engagement and FCR. Focus on achieving key results including Net Promoter Score targets and improving the overall customer experience by identifying process improvement opportunities and driving a culture of customer centricity throughout the customer service center
• Maintain and recognize cultural differences/sensitivity
• Demonstrated results orientation; Working proficiency with metrics, measurements, reports and operations
• Strong communication skills; Ability to clearly communicate goals, concepts, processes to a wide audience and capability of tailoring levels of communications to audience
• Organized and detail oriented work style
• Typically has eight or more years of experience customer service experience and may have three or more years management experience
• High School Diploma or equivalent required; BA/BS preferred
• Manage, maintain and optimize customer relations
• Responsible for follow up of quality, KPI drafts and follow up of SLA
• Follow up and report on customers regarding payments, contracts
• Translate the demands, wishes and needs of the customer into concrete action planning
• Support in contract negotiations and ensure effectiveness in cost management
• Proactive communication with both internal and external customers at various levels
• Ensure effective communication is maintained and that all the relevant information reaches the appropriate personnel
• Recruit, train, develop and deploy all allocated staff within the agreed budget constraints
• Utilize resources efficiently to improve productivity and create a culture of quality and ownership
• Ensure all team members are properly trained
• Set Key Objectives for your direct reports
• Manage and motivate a large team monitoring their sickness/ absence and performance levels
• Implement, regularly review, and strictly enforce safe systems of working in the office areas
• Supervise Customer Service team
• Oversee/Manage strategic major Structures accounts
• Perform customer service duties such as quoting, monitoring units, and status reports
• Host customer visits and give tours of the shop
• Participate in weekly production meetings
• Serve as the Customer Service point of of contact for the Director of Business Devlopment/Customer Support
• Supervises a staff that handles customer service related inquiries for the ecommerce and retail consumers. These include the following brands; Van Heusen, Calvin Klein, Tommy Hilfiger, and SpeedoUSA.com, as well as store support for 890 stores
• Monitor phone system queue
• Monitor email queue
• Monitor chat queue
• Monitor ecommerce queues
• Backfill scheduling issues
• Coach and mentor team to ensure continuous growth and success
• Trains representatives, as needed, on all processes and systems
• Conducts department-mandated observations and touch bases, to insure that reps are properly and in a timely manner, handling each inquiry
• Leadership Activities
• Works with Branch Manager to coach CSR staff for improved job performance, assists manager with performance reviews and develops individual performance goals. Provides input on hiring and termination activities
• Positively recognizes staff for exceptional customer service, sales, and operations
• Actively engages staff to cultivate and encourage professional development
• Develops strong internal partnerships with support teams, marketing and other sales production areas
• Provides sales and service training targeted to branch needs and specific development goals of CSR staff
• Works with Branch Manager to set team goals and motivates staff to success
• Presents at staff meetings and may conduct offsite presentations such as Financial Literacy Training and Bank at Work presentations
• Experience with customer service, including answering phones and transferring calls
• Proficiency with the Microsoft Office Suite to include: Word, Excel and Outlook
• Experience with data entry and proofreading and editing documents preferred
• Supervise and coordinate activities of workers engaged in Wholesale Customer Service activities (order entry, technical service, scheduling product delivery and acting as the primary interface to the customer)
• Responsible for Wholesale activities regarding the Customer Service and order processing
• Observe and evaluate CSRs' performance
• Issue instructions and assign duties to workers
• Train and instruct employees
• Resolve complaints and answer questions of customers regarding services and procedures
• Review and check work of subordinates such as reports, records, and applications for accuracy and content, and corrects errors
• Make recommendations to management concerning staff and improvement of procedures
• Answer phones, screen and direct calls to appropriate departments or personnel
• Phone orders; write and process orders
• Perform verbal technical service
• Process customer product returns
• Perform mailing duties of advertisements, brochures, technical information, etc
• Perform miscellaneous duties (filing, maintaining records, etc.)
• Plan and develop improved procedures
• Email contact with accounts for orders and support
• Reports to Global Customer Service Manager
• 4+ years Customer Service experience
• Dental Background Experience
• Supervisory experience (ability to lead teams)
• Critical thinking and active listening skills
• MS Word, Outlook, and 10 key
• Enthusiastic personality, good communication skills
• Good organization skills and attention to detail
• Good time management and coordination skills
• Monitor activities of associates as needed to insure maximum efficiency of the department
• Handles and resolves customer complaints and issues
• Provides coaching and call support to associates
• Oral and Written Communication Skills
• Organizational Skills
• Customer Service Skills
• Ensure prompt resolution of customers’ complaints
• Ensures timely responses for schedule dates and backorder status
• Works with Quality control, Shipping, Accounting, and Purchasing to resolve customer issues
• Develops process improvements for identifying, reporting and implementation of corrective actions that contribute to improved customer service
• Contributes to improving department efficiency and productivity by program and systems development
• Collects and research data, uses intuition and experience to complement data, design workflows and procedures
• Identifies root causes to problem and lead multi-departmental team to resolve
• Charts, reports and coordinates resolution to problems communicated
• Assumes role as customer Service Representative where and when needed
• Provides regular training to team for improvements and to build knowledge base
• Initiates monthly meetings for purchasing team to drive improvements between departments
• Attends morning production meeting and is ready to present any issue or concerns
• Ensure that all employees completing a task with possible significant aspect(s) has received the required training
• Receive and understand the same Health Safety Environment training required by employees under their control
• Respond to reports of unsafe acts or unsafe conditions
• Participate in Environment Health Safety Staff Meetings
• Participate in Safety Observations Program
• Participate in Environment Health Safety workshops and seminars
• Establishes Environment Health Safety objectives and targets as part of Safety Staff Committee
• Supervise work schedules, PTO, staffing levels to ensure customer/client calls, e-mail requests and other forms of external and internal customer/client contact and requests are handled appropriately and within defined goals
• Monitor and manage department and individual goals and objectives
• Answers inquiries from customers, clients and/or insurance companies and documents interaction within Brightree database
• Represents Continuum to internal and external customers and clients to assure a high level of customer/client satisfaction
• Maintains customer/client information in accordance with HIPAA, PHI and regulatory requirements
• Plans and implements office systems, filing systems and manages customers, clients and sales orders in Brightree
• Inputs prescriptions (e.g. CMNs) in Brightree and is responsible to obtain customer approval/signature
• Compares client requests against signed prescription and obtains updated prescription from customer if necessary
• Generates sales orders in Brightree for wound care supplies and if necessary, ships wound care supplies to clients
• Generates sales orders in Brightree for VAD equipment and accessories
• Follows up on delivery information and updates Brightree as appropriate
• Obtains authorizations from insurance companies as necessary
• Confirms sales orders in Brightree
• Handles returns from clients if necessary
• Trains and/or gives direction to other individuals on Brightree software utilization, process and/or answers questions as necessary
• Responsible to run reports (i.e. daily, weekly, monthly) from Brightree and to follow-up on actions required
• Maintains thorough and accurate records of work performed
• Maintains knowledge of and adheres to processes, policies and procedures
• Escalates and often resolves issues as appropriate
• Generates and updates procedures to document workflow or to handle special projects
• Participates in ongoing continuous improvement efforts as required
• Work closely with the parent company Customer Service and Supply Chain teams to ensure priorities and exceptions are clearly understood
• Ensure all Customer Service employees are trained and documentation meets the division quality standards
• Assist in developing a culture which promotes a customer focused philosophy of “ease of doing business” both within and outside the Customer Service department
• Hires and retains a diverse, highly qualified staff and provides ongoing performance feedback
• Supervisory experience required
• Demonstrated ability to train and mentor others required
• Minimum of 3 years of experience in Customer Service
• Strong leadership skills, including the ability to set goals and provide positive and constructive feedback respectfully to build positive relationships and improve business results
• Ability to work effectively within a team as well as cross-functionally in a fast-paced changing environment
• Multi-tasks, prioritizes and meets deadlines in timely manner
• Strong organizational, process, planning, and follow-up skills and ability to hold others accountable
• Ability to communicate effectively with team members, clients, caregivers, clinicians, and referral sources
• Excellent planning and organizational skills, ability to meet deadlines, ability to provide metric driven reports weekly and monthly showing customer service representative workload distribution
• Problem resolution and follow up skills
• Ability to work in a highly matrixed and geographically diverse business environment
• Designing and implementing improved process or operational policies
• Recommending changes to products or services to fulfill customer needs
• Providing support to team in their performance of job duties as required
• Support the Customer Service teams by providing coaching opportunities to enhance the customer’s resolution experience
• Coaching the Promo CS team to provide a trademark customer service experience
• Track activity to identify trends and opportunities that will assist the organization and customer in building strong business relationships
• Communicate relevant quality related training needs to coordinate with the Learning & Performance team
• Maintain proficient technical knowledge of the program products, work procedures, and company guidelines and policies. Provide recommendations for changes as analyzed
• Openly communicate with peers, internal customers, management, operations, and learning & performance staff to promote customer service needs and departmental standards and goals
• Under general supervision, plans, conducts, and supervises project assignments
• Assists with the review and evaluation of personnel performance
• Reviews progress with management
• Associate’s Degree or higher or experience equivalent
• Minimum of 2-5 years of related / relevant experience in position or specialization
• Works under minimal supervision
• Promotional marketing background
• 1) Supervise the activities of the divisional order services staff to assure the timely, accurate processing of orders to meet the requirements of the customer and Micro-Irrigation division. Facilitate and execute shipping, order maintenance, customer service, sales support and export documentation
• 2) Enter, process and maintain orders for assigned customers
• 3) Responsible for supporting the order services team in evaluating billing problems, credit requests, special orders, rush or special transportation requirements, correcting discrepancies, processing warranty replacements, etc
• 4) Support and interact with micro-irrigation sales teams in order to satisfy customer requirements
• 5) Administers changes to list price, customer discount and marketing programs. Adheres to appropriate guidelines in the maintenance of pricing and payment terms
• 6) Forecast staffing needs, select and train personnel to assure high levels of customer service skills and conformance with international shipping requirements
• 7) Document procedures and policies for training and departmental information guide. Consistently train and develop staff members in areas of personal growth, product knowledge, customer service skills and computer hardware/software use
• 8) Build and support working relationships with other functions such as finance, sales, marketing, scheduling, shipping in order to faclitate learning and provide excellent service to customers
• 9) Maintain and keep current customer database master file
• 10) Enforces current procedures with dealer/distributors and district sales managers
• 11) Other duties as assigned
• 7) Document procedures and policies for training and departmental information guide. Consistently train and develop staff memebers in areas of personal growth, product knowledge, customer service skills and computer hardware/software use
• 4+ years of related experience in a manufacturing environment
• 2+ years of experience in a lead customer service role supervising staff
• Effective leadership skills (listening, verbal and written communication skills)
• Proficient in MS Office. (Highly skilled in excel and presentations)
• Ability to diffuse escalated situations
• Detailed oriented- must be able to determine facts, document accurately and concisely
• Ability to multitask, perform well under pressure, prioritize and meet deadlines
• Good analytical skills and the ability to think strategically
• Ability to learn and adapt quickly to change
• Demonstrates the ability to identify and understand issues and provide appropriate solutions quickly and effectively
• 4-5 years of relevant management experience
• College Degree (Preferred)
• Assist in supervising the Customer Service Staff
• May assist in designing and implementing improved processes, operational policies, procedures, and Homeowner Manual
• May recommend changes to products or services to fulfill customer needs
• Involvement with training, communication and development of all service personnel
• Receive and confirm receipt of homeowners' requests
• Make initial contact with homeowners and schedule inspection appointments
• Schedule and manage required repairs
• Perform minor repairs at times
• Review and manage Customer Service assignments and offer preliminary guidance as needed to properly prepare the Customer Service Techs for working each claim
• Review and approve all warranty department invoices
• Constantly work towards lowering average completion time for requests and service satisfaction for homeowners
• Generate reports to manage the current number of outstanding and completed warranty service requests per community per Customer Service Tech
• Track warranty expenditures per home, per superintendent per quarter
• Monitor all Customer Satisfaction Surveys and constantly strive to improve those results
• Maintain subcontractor contact lists for all communities especially for use by homeowners
• Bachelor's degree (B. A.) from four-year college or university; or three to five years related experience and/or training; or equivalent combination of education and experience
•  High school diploma or approved equivalent
•  Math aptitude; typing skills (45-50 wpm), 10-key and filing
•  Strong organizational and excellent communication skills
•  Completion of the IRA Road Map and CSS Road Map certifications
•  Teller experience required and supervisory experience preferred
•  Training in Branch On-boarding of new hires to meet Colleague Readiness Certification within 3 weeks of hire
•  Light, intermittent physical effort; must be able to sit or stand for long periods of time; ability to perform routine light maintenance duties at the branch and able to lift 10 pounds
• High school diploma or approved equivalent
• Math aptitude; typing skills (45-50 wpm), 10-key and filing
• Strong organizational and excellent communication skills
• Completion of the IRA Road Map and CSS Road Map certifications
• Teller experience required and supervisory experience preferred
• Training in Branch On-boarding of new hires to meet Colleague Readiness Certification within 3 weeks of hire
• Light, intermittent physical effort; must be able to sit or stand for long periods of time; ability to perform routine light maintenance duties at the branch and able to lift 10 pounds
• You will be responsible for supervision of call center employees to assure productivity, quality, and timeliness of work in the completion of assigned projects and departmental goals
• You will need to assist with or conduct training to keep team updated on changes that may occur in information or procedures
• You will coach and develop your people to ensure they are equipped to perform
• Continually look for and suggest process improvements, which will benefit GDIT and our customers (internal and external), and coach your employees to do the same
• You will report problems that occur and assist with resolution
• You will manage support service level metrics that includes schedule adherence, average handle time, response accuracy and quality metrics
• There may be some weekends and overtime required from time to time
• We expect everyone to practice GDIT core values
• You will have a minimum of 6 months supervisory or leadership experience in a call center environment
• A minimum of 1 year call center experience is required
• You will be able to communicate effectively both verbally and in writing
• You must be able to speak English clearly and professionally
• You will be in front of a computer so must be able to type 20 WPM, 30 WPM preferred
• Must have demonstrated excellent listening, interpersonal, and multi-tasking skills
• One Team, One Fight! You will have experience working effectively in a team environment
• We will perform a background check as a security clearance is required for this role
• Leads, motivates and supervises a team of Customer Relation Specialists
• Drives performance improvement of Customer Relation Specialists to achieve KPIs
• Participates in reviews with Station Manager to identify areas of improvement,
• Proven track record in a Customer Relation Specialist/ other customer facing role
• Deep knowledge of forwarding business, ocean product and industry systems and processes
• Deep knowledge of CS processes and systems
• Ability to take ownership and steer a Customer Relations Team
• Excellent communication, motivation and interpersonal skills
• Self-directed working style
• Excellent telephone and E-mail skills
• Commercial attitude
• Good knowledge in English (verbal/written)
• BS/BA in related discipline and 3-5 years of experience in related field,
• Travel required: Less than 10%
• Effectively provide team leadership, collaborate, and manage multiple priorities and projects
• Work with strict deadlines and meet deadlines on a daily basis
• Emphasize customer focused attention to ensure patients are responded to with accurate and timely information
• Monitor the daily level of service of the account and how administration is meeting the specified requirements. This includes main liaison with operations to understand and assist in meeting the needs of the customer, including inventory issues
• Monitor that the billing is being completed in an accurate, timely manner and in compliance with any vendor guidelines
• Monitor overages, shortages and damages as per procedure as relates to the customer
• Maintain and monitor relationship with custom’s procedures including freight clearance, documentation, and customer compliance. Liaison with other Damco entities, as needed
• Schedule and reconcile all cycle counts in accordance with each account’s specifications
• Maintain inventory integrity and perform all necessary inventory adjustments & corrections
• Maintain inventory reports and logs as needed
• Assist in warehouse audits to identify process issues that affect inventory accuracy
• Interact with customer accounts to proactively determine areas of needed improvement or change
• Examine and seek processes which are determined as needing improvement, including
• Monitor processes to reduce errors and focus on root causes of perpetual inventory inaccuracies
• Develop and layout operational/inventory areas for any and all new accounts
• Insure that there is a high level of professionalism and productivity within the team
• Be available to interact with guests from customer and participate along with other management personnel in presentations and entertaining of guests
• Hire, counsel and review employees on a regular basis. Offer Action Plan in which to improve or add-to the current tasks assigned
• Insure that employees are receiving proper training and support. This may include a detailed recommendation with timelines and improvement plans
• Minimum professional and educational background desired (include years of experience)
• University graduate in mechanical or engine engineering and/or business management/English
• Above 5 years of work experience paired with a proven track record of success could also provide the necessary qualifications to fill this vacancy
• The ideal candidate has made this experience already in the automotive component supply environment for brake systems products
• The successful candidate will display personal integrity and assertiveness and will possess the following characteristics
• Excellent interpersonal skills, good communicator, moderator and facilitator
• Good technical knowledge / technical understanding
• Be familiar with SAP
• Provides support to internal customers regarding improvement of their processes and their ability to provide accurate and timely inputs to transactional processing
• Participates in the development and implementation of necessary data processing systems and revisions
• Effectively supervises a team of transactional processors involved in the CS’s activities. Provide strong leadership supporting a team environment within the CS’s combined effort
• Develops and maintains departmental procedures
• Interprets data to provide statistical analysis and trend reporting
• Meets all Service Level Agreement (SLA) requirements between the CS and the branch/region. Prioritizes/organizes multiple tasks in order to meet deadlines
• Prior experience in a consumer or client facing role
• Experience as a Brand Ambassador, preferred
• Experience in driving new business, preferred
• Informed of the different company initiatives
• Evaluates and communicates technical content in a clear manner
• Projects a professional demeanor with colleagues, clients and their customer
• Typically acts as a lead, but not a supervisor
• Works autonomously within established procedures and practices
• Has developed breadth and/or depth of skills in a range of processes, procedures and systems, or acts as the technical expert in an area
• Self-motivated, proactive; high energy individual that enjoys challenges and thrives in a fast ­paced environment
• Must demonstrate a positive attitude and professional demeanor, serving as an ambassador for the company and community
• Exceptional customer service and interpersonal skills, including the ability to deal effectively with a wide variety of people, and to respond appropriately to guest complaints and requests
• Comfortable with public speaking as well as writing communications for broader distribution
• Attentive to detail
• Passion for production
• Strong work ethic, with the ability to work well both independently and within the context of a larger team
• Possess creative problem-solving skills
• Ability to thrive in a fast-paced, fluid and collaborative environment
• Bachelor degree in Technical (Electrical/Mechanical), Business / Marketing or equivalent experience in a Manufacturing, Engineering or Supervisory type role
• Analytical, Excellent organizational, verbal and written communication skills
• Skilled at establishing and executing priorities
• Demonstrated Customer Advocate, Results-oriented, Process improvement focused
• Strong Microsoft Office and PC skills with ability to analyze data and maintain Excel spreadsheets
• Experience implementing process improvements while providing exceptional mentoring and customer service offerings
• Experience acting as an effective change agent in a team environment
• Past experience working in Oracle or similar ERP software
• Lean Six Sigma Green Belt Training or Certification with ability to employ Six Sigma tools for process improvement
• Electrical Motor Knowledge
• Promote a positive safety culture through leadership by example; perform all work activities following all relevant safety policies and procedures
• Manage all aspects of employment relationship for employees including recruitment and selection (with HR), performance management, and training and development
• Manage all phone calls within the customer service department to ensure they are handled with the highest level of quality and satisfaction
• Order entry from customers and Outside Sales Representatives
• Review quotes to make sure we are in compliance and review every document signed
• Provide technical data as required (Catalog cut sheets, drawings, COC’s, materials test data, etc.)
• Supply Operations Manager with market information
• Manage order entry. Ensure orders are entered correctly and manage credits issued. Also maintain the entry of faxed and e-mailed orders and update system as required
• Manage the water and gas departments and all functionality along with insides sales, order entry, quotations, and literature
• Work with internal/external customers to manage through complex customer service issues and serve as liaison between production and sales to expedite deliveries through the facilities. Be able to manage and dissect problems on a daily basis and provide complete resolution. Provide support to sales representatives throughout the sales organization
• Maintain SOPs for various department functions and help train and implement throughout the organization. Also adopt and train throughout the customer service department
• Monitor results from VOC (Voice of Customer survey) and strive for improvements based on information received. Also manage and improve through conversations with customers and outside sales and use as training material to improve the department
• Travel as needed to meet with key customers and sales force to identify and incorporate service improvement opportunities. Also attend company meetings as requested
• Provide support to various plants through Customer Service Liaison function within the department - attend production meetings and inventory as required
• Create and maintain goals for the team and also provide product training
• Maintain and communicate on new products and have all areas functional at time of implementation
• Ensure that department workload assessments are reviewed and updated as needed
• Work with marketing on website improvements and mobile applications as required
• Implement and manage improved communication with customers - shipping notifications, RGA/Cancellation Notifications, Acknowledgments, Re-Acknowledgments and other areas as required
• Provide as back-up when other CSR’s are out of the office and insure all jobs have adequate backups within the department. Provide cross-functional training and technical support
• Manage and maintain distribution/maintenance of price sheets for insides/outside personnel. Enter all list prices into the system and maintain accuracy. Also provide monthly reports and other special reports as requested
• 5 – 10 years related experience
• Or equivalent education and experience combined
• Strong administrative and organizational skills
• Proficiency in Microsoft Word, Excel, Outlook and PowerPoint
• Become fully familiar with all of the Company’s products, services, pricing and policies
• Bilingualism in the French language is an asset
• Provide leadership for the Customer Service department
• Develop, update and train staff regarding required documentation (Standard Operating Procedures (SOP), Work Instructions (WI), Forms, and Training Records)
• Develop, capture, analyze and communicate department and individual performance metrics
• Manage individual performance in accordance with corporate human resource policies and procedures, including documentation and communication of performance evaluations, performance improvement requirements, disciplinary action, termination or other employee relations requirements
• Must demonstrate leadership capabilities and the ability to work as part of a team is essential to the job
• Participate in proactive team efforts to achieve departmental and company goals
• Responsible for implementation of the Company Quality system as it applies to the specific activities being performed
• Ability to perform other duties, as assigned
• Ability to communicate clearly in verbal and written form in English. Interact with staff and management at all levels of the Zimmer organization and its customers
• Bachelor’s Degree required and 5-7 years experience in a Customer Service or Call Center environment preferred
• A combination of education and work experience will be considered
• A good team player with commitment and initiative
• Strong interpersonal skill with the ability to build effective relationship
• Possess excellent interpersonal and communication skill with good command of written and spoken in English
• 1 -3 years’ people management experience in retail or a fast-paced operations focused environment highly preferred
• Strong leadership capabilities, business acumen, communication, and interpersonal, skills required
• Ability to drive change and process improvements preferred
• Ability to lead and motivate employees
• Insurance call center customer service experience
• We require that this individual have their insurance license (PA Life Accident and Health License)
• Insurance background
• General Office
• Typically requires a high school education or equivalent
• Two to four years’ experience
• Prepare and control operational budgets for TFO
• Review financial data and generate reports as necessary
• Support the Customer Service TFO team by providing coaching opportunities to enhance the customers’ experience
• Oversee the development and implementation of the marketing calendar for the Kraftbilt & EK brands
• Openly communicate with peers, internal customers, management, operations, and learning & performance staff to promote customer service TFO needs and departmental standards and goals
• Collaborate with Wilmer Marketing for synergy opportunities in sourcing, cross-selling, and marketing
• Minimum 2-5 years of related/relevant experience in position or specialization
• Leads with high energy, confidence, and passion
• Proficient in Microsoft Office and other PC Business tools
• Experience with BAAN preferred
• Experience working with cross-functional teams
• Manage the call center’s team of agents
• Circulate the room periodically every day to listen to conversations and provide instructions
• Remain available for agents’ questions and concerns
• Handle calls from customers who wish to speak to a supervisor for whatever reason
• Monitor numbers of calls that agents handle each hour to ensure each agent is taking the required number of calls
• Check the wait time for customers on hold to make sure they are not waiting unreasonable lengths of time
• Inform management when wait times consistently remain too long so that management may consider hiring additional employees to prevent customers from hanging up and calling a competitor
• Review all call reports
• Maintain call agent attendance records
• Train new call center agents
• Meet with management to report the progress of the call agent team
• Provide helpful feedback and positive communication to motivate call agents
• Run regular staff meetings with the call agent team
• Keep up with industry news
• Train call agents on new computer or telephone equipment as well as new products and services offered by the company
• Communicate any company policy and procedure changes to call agents
• Make sure agents participate in continuing education to maintain any required certifications
• Maintain any certifications the company requires of supervisors through continuing education or advanced training
• Ability to pass all job required background checks
• Customer Service experience working in a call center environment
• Combined experience leading and/or supervising a team
• Bachelor’s degree in Management, Business or a related field
• Excellent leadership and management skills
• Superior written and verbal communication skills
• Excellent problem solving and negotiation skills
• Good math skills
• Strong computer skills and knowledge of basic telephone technology
• Knowledgeable of the company’s particular computer and telephone system
• Good organizational skills and attention to detail
• Experience with advanced computer and telephone equipment and software relevant to the industry
• Training programs in customer service and employee supervision provided by the company
• Special certification relevant to the industry
• Spanish language skill on a professional level
• Responsible to train, coach, and develop assigned CSR's to include monitoring sales presentations, conducting evaluations, follow-up, and corrective counseling as needed
• Assist the Director of Operations in maintaining a positive, motivating, and high-energy working environment
• Ensure the CSR's acquire the appropriate support and training to apply the best skills and knowledge on the job
• Practice and ensure compliance with all company policies and procedures
• Attend and participate in departmental and company meetings
• Participate in monitoring of Sales Representatives and providing feedback to the Sales and Training departments regarding meeting project requirements and client specific
• Initial and continual management of the sales floor based on project numbers and adjust sales activities accordingly to maintain efficient use of dialers and sales staff
• Management of queue to include checking calls and sales numbers, maintaining dialer effectiveness and tracking “down” time
• Various administrative duties as assigned
• Two years previous supervisory experience, including employee evaluations, corrective counseling, motivational techniques, employee development and understanding of acceptable Human Resources practices is required
• Working knowledge of Microsoft Office, Windows and computer proficiency is required
• Excellent attendance is critical
• Excellent written and verbal communication skills are required
• Ability to make sound decisions and excellent problem solving skills are required
• Knowledge of direct sales processes and procedures preferred
• Excellent mathematical and analytical skills are preferred
• One year of experience in the telemarketing industry
• Must possess outstanding leadership abilities, including the ability to supervise and manage the activities of numerous people
• Must possess the ability resolve conflict effectively
• Supervises, plans, organizes, directs and evaluates the work of the Customer Service staff
• Establishes performance requirements and personal development targets for the team; regularly monitors performance and provides coaching for performance improvement and development
• Responsible for ensuring that the customer service team consistently meets or exceeds established key performance indicators (KPI’s)
• Review performance reports daily to track team and department performance
• Deliver continuous coaching and skill development to team members
• Handle escalated calls to resolve issues
• Train new hires and reinforcing training for existing reps
• Creating job training aides
• Contributes to budget development and monitors operational and program performance against the budget
• Participates in the development and implementation of schedules, work processes, systems and procedures to achieve the department’s annual goals
• Establishes and communicates performance standards and objectives; conducts performance appraisals. Conducts one-on-one meetings with staff to discuss performance issues (e.g. attendance, attitude, work performance) and develop corrective action plans, as needed
• Monitors operations and staff and recommends, when necessary, changes in methods, procedures, structure, and additions or changes in personnel to secure optimum utilization of resources
• Counsels team members on educational and job opportunities, which will enhance their career development, and keeps staff informed of current problems, changes, and new developments in the department and company by conducting periodic meetings
• Demonstrated ability to manage a budget
• Demonstrated ability to do annual planning
• Demonstrated ability to prioritize work for his/her team
• Demonstrated ability to build effective relationships with peers, employees and Manager
• Demonstrated ability to delegate effectively to employees
• Demonstrates the ability to successfully develop direct reports
• Demonstrates that he/she is accessible and available for direct reports
• Demonstrated ability to coach employees
• Demonstrates the company values, especially integrity
• Shall answer customer feedback in various forms and address comments in a timely, professional manner
• Complete required reports and documentation
• Responsible for communicating and upholding company standards, leading by example, working as a team and providing clean, safe, friendly and efficient facilities
• Comply with applicable Government and corporate regulations, policies and procedures
• Recommend and develop process improvements
• Effectively communicate and use technical manuals and references
• Two years of airline related work experience in customer service functions preferred
• Must be able to lift and/or move items up to 70 pounds on a regular basis and repetitively lift and/or move weights of 40 to 50 pounds onto raised surfaces
• Must be able to climb, bend, kneel and stand on a frequent basis and for extended periods
• Must be able to work in cramped or high places. Must be able to carry heavy items up and down jetway stairs
• Ability to type and/or use a computer keyboard with sufficient speed to meet the demands of job
• Able to read documents, follow instructions, learn, understand, and teach Operations & Customer Service procedures, rules, and regulations
• Must be aware of hazardous situations and be able to handle emergencies as needed
• Must work under tight time constraints to accomplish quick turns of aircraft
• Ability to work well with others as part of a team, meet the public, and work under stressful situations
• Must possess good written skills and be able to effectively communicate verbally by telephone, face to face, and public address systems
• Must be able to communicate information and instructions verbally and/or via radio equipment
• Must present a well-groomed appearance in accordance with the Ground Operations Employee Handbook
• Must be able to perform all job functions within a limited space
• Fluency in French is required (reading, writing, and speaking)
• 2+ years management experience preferred
• Proven experience in a customer service environment, contact center strongly preferred
• Strong knowledge of eCommerce systems, concepts, and timelines
• Have a flexible schedule, including the ability to work nights and weekends
• Be able to troubleshoot basic issues related to technology (you might be the kind of person that friends and family go to for computer help)
• Flexibility to work varied shifts on a 7-day schedule between the hours of 6am-midnight (Central)
• Manage/Lead a process of 12-15 employees in the Consumables & E Commerce domain of the Order Management process
• Provide guidance and mentoring to the team to perform their daily operations such as managing internal and external business partners, creating Quotes, booking Sales orders and resolve queries from Customers and internal departments
• Good knowledge of E Commerce domain will help the individual understand processes and customer requirements better which will help formulate strategies better
• Enable the team to identify and develop process efficiencies and simplification of work methods in the Order management (Sales) processes
• Manage processes to strengthen compliance of Agilent Order Acceptance policies and highlight exceptions
• Establishes, maintains appropriate business controls and processes within the Sales Admin function to meet the Sarbanes-Oxley compliance requirements
• Ensure the integrity of the operations by accurately reflecting operational performance to management through use of metrics and dashboards
• Conversant with process flow & linkages to be able to relate to end to end operations
• Establishes, recommends changes to policies
• Performance Management & Conflict Management
• People Orientation - Role model of the team - Positive attitude, Can Motivate
• Lead, Manage & Inspire change
• Decision Making, Ownership & Judgment
• Coaching & Mentoring
• Customer Obsession
• Problem Solving skills
• Cross function/team collaboration
• Strategic Thinking & Execution of strategies
• Prior experience in leading/managing people of 2+ years along with the execution of processes, projects and tactics
• Customer Service/Order Management experience
• Total work experience of 8+ years
• Excellent Written and Communication skills
• Good knowledge of MS Office Suite
• Typically minimum of 8-12 years relevant experience for entry to this level
• Requires complete understanding of general and technical aspects of job. Prior experience of E Commerce domain will be preffered
• Manage Enrollment Agents to optimize use of personnel, skills, and equipment
• Approve business-related expenses and timesheets in assigned region; responsible for personnel compliance with established Expense Reporting and Timekeeping Policies
• Provide data for or complete all necessary reports for all programs in assigned area
• Participate in on-boarding of new EAs
• Identify and expedite correction of problems relating to Customer Satisfaction and Operational Performance
• Provide excellent customer service and set standards/expectation for customer service standards in Enrollment Centers
• Oversee the development, implementation, and ongoing operation of Enrollment Centers in assigned region
• Respond to inquiries and service requests that are either handled directly or forwarded to the appropriate Operations contact
• Supervise the work of employees assigned to the enrollment centers. Develop solutions to complex problems which require the regular use of ingenuity and creativity
• Coordinate logistics, inventory, installation, operation and support of enrollment technologies
• Utilize on-site visits, customer feedback, and reports from Program Management Office to assess the quality of service and adherence to policy by Enrollment Centers
• Promote and monitor performance of retail sales by enrollment center staff. Note: In addition to the Essential Functions, also performs similar work-related duties as assigned
• Demonstrated customer support skills
• Solid professional expertise and understanding of all products and services
• Ability to establish and maintain effective relationships
• Ability to multitask and deal with ever changing issues and priorities in a fast paced work environment
• Team player attitude and the ability to work as a member of a virtual team
• Able to work in remote location without direct day-to-day supervisor interaction
• Able to complete a wide variety of tasks within the time constraints of each assignment
• Working knowledge of Microsoft Outlook, Word and Excel
• Demonstrated management experience requiring strong leadership skills and customer support skills
• Working knowledge of applicable state employment laws
• Sound decision making skills and attention to detail
• Extensive knowledge of applicable programs operating in assigned area
• Bachelor’s degree in Business or a related field, with a minimum of 2 years related experience, or a combination of education and experience that would enable performance of the full scope of the position
• Previous supervisory experience required, preferably in an enrollment center or customer service environment
• Previous experience working with biometrics preferred
• Reliable transportation and valid driver’s license required
• Ability to travel as required with the ability to prepay all travel expenses personally and receive reimbursement 5 – 10 business days later
• Ability to travel as required with the ability to prepay all travel expenses personally and receive reimbursement 5 – 10 business days laterTravel Requirement, Working Conditions and Physical Demands
• Travel requirement, such as
• Ability to travel for activities such as meetings, classes, and workshops
• Must be able to travel by air as needed to attend training, conferences, and related job activities
• Local travel and overnight travel as required. Travel is expected for approximately 75% of the time
• Acting as main contact window for existing clients maintained through the Tianjin sales & marketing department
• Providing professional and pro-active customer service
• Purchase orders follow up for airfreight, sea freight, contract logistics business locally as well as for import –and exports
• Troubleshooting of service related issues/problems in close co-operation with local operation departments
• Issuing, faxing and filing quotations for existing business and new opportunities, in accordance with instructions from Sales Managers and Business Development Managers
• Close co-operation with all divisions of the sales & marketing, operations –and finance departments
• Outstanding payment monitoring and follow up, working on clarification for customer with outstanding excess credit limit check with internal colleagues and clarification with customer if problem of delay is related to quotations/ procedures / claims
• Monitoring of Kuehne + Nagel Login systems
• Monitoring of business volumes for existing business and reporting any loss of business to Sales Managers and Business Development Managers
• Monitoring of claim cases and assigns ownership of claim cases to responsible operations head in co-operation/communication of Sales Manager and Business Development Manager
• Visiting existing clients to build up business relationship in agreement/request with Sales Manager or Business Development Manager
• To represent and follow the KN philosophy, quality management system and highest standard of business practice
• Minimum 3 years working experience in logistics industry
• Good command of Spoken/Written Chinese and English
• Presentation abilities, Teamwork spirit and customer oriented
• Handle customer service issues with attention and professionalism, adhering to company policy
• Respond to escalated contacts from retailers and consumers
• Distribute workload effectively to ensure superior customer experience, monitoring daily
• Mentor each team member by providing daily coaching on customer service skills, departmental procedures, and PCG product knowledge
• Document all coaching provided to team members
• Participate in the development and implementation of procedures to improve departmental operations
• Lead and participate in departmental meetings
• Assist Customer Service Manager with monitoring, documenting and analyzing call quality and call volume for each CSR individually and as a group
• Compile and distribute accurate reports summarizing department activity such as call volume and order volume
• Assist with training, product updates, vacation and attendance monitoring, job/needs analysis, and performance counseling
• Follow internal controls and company policies as set by Pacific Cycle and job function
• Contribute to the success of Pacific Cycle, Inc. by leading or assisting with other projects and tasks as assigned
• Must possess mastery knowledge of bicycle parts and assembly
• HS Diploma/GED or the equivalent required
• Good working knowledge of PC applications such as MS Word and Excel
• Minimum 2-years customer service experience required
• Good interpersonal and communication skills required
• Must be able to work effectively with minimal supervision
• Must possess the ability to research and analyze
• Technical or bachelor’s degree in field related to the position helpful
• Knowledge of and/or fluency in languages other than English helpful
• SAP or similar program experience helpful
• Previous supervisory experience is preferred
• College degree or in lieu of degree 5 years management experience
• Microsoft Excel, PowerPoint, & Word proficiency required
• 3 years of Customer Service managerial experience
• 3 years call center supervisory experience
• Strong written/verbal/interpersonal communication skills sufficient to communicate and interact effectively
• Ability to encourage and motivate people with responsible attitude
• Good people skills to build solid relationships with professionals at all levels
• Calmness under pressure and maintain records in timely and accurate mode
• Good decision-making, communication, and IT skills
• Establishes policies and procedures for organization activities such as Order processing, Customer Communication, and call activities
• Ensure service employee adoption of new technology and tools introduced to the Customer Service Coordinator Team
• Provides day to day leadership as well as functional training to ensure staff development and effective contribution to the overall operation
• Ensures all contractual Service Level Agreements are met while providing our customers with the highest level of service
• Provides internal reporting and metrics for all aspects of Customer Service Coordinator role, i.e. average response time, resolution rates, error rate, and customer satisfaction data
• Resolve customer challenges (internal and external) through detailed Corrective Action Plans and implementation of action plan
• Integrates the service function with various channels within the organization –RRD, Third Party Logistics, Print
• Selects, develops and evaluates personnel to ensure the efficient operation of the function
• Will participate in weekend staffing rotation as needed
• 3+ years Customer facing interaction required
• Manage and develop a team of 3 - 4 Dealer Account Specialists in the day-to-day operations of the call center; daily operations include: order entry, order tracking, order invoicing, inbound and outbound calls, and resolution of customer concerns
• Manage 1 Inside Sales resource and assist in driving increased sales volume for house accounts, open territories, and government sales
• Track and reduce abandon rates and wait times for incoming calls
• Collaborate with the Sales Analyst in developing reports and dashboards used in improving performance of the call center and the dealer’s experience
• Ensure high level of customer service for OPE dealers and end consumers by identifying and implementing process improvements
• Work cross-functionally with Sales, Marketing, IT, Ecommerce, Warehouse, Engineering, Sourcing and Finance to implement and improve programs to achieve AOP goals
• Employee managerial functions including performance reviews, continuous performance discussions, hiring and terminating employees and other duties as assigned
• 3-5 years of experience in customer service
• Must possess solid leadership ability
• Strong customer focus and verbal communication skills
• Must be capable of interfacing effectively with the other functional areas of the Company (i.e., Sales, Marketing, IT, Ecommerce, Warehouse, Engineering, Sourcing and Finance, HR)
• Team Management
• Previous customer service management experience preferred
• Preferred but not required experience with Healthcare or related field
• Experience working with software and tools on a day to day basis (Office, Outlook, Web)
• Must have good written and verbal skills
• Ability to manage multiple projects
• Directly accountable for Individual team member performance, affecting overall Contact Center Performance, Department goals and project objectives. Achieves this through the oversight of work allocation and productivity of individual team members as well as oversees quality performance of individual team members
• Develop Contact Center staff through effective hiring, coaching, evaluative performance feedback and guidance
• Assists in developing new initiatives and makes recommendations for change, based on proactive and reactive business needs, focusing on improving the communication, timing and impact to the customer and the employees in the contact center environment. Supports members of the CE team to implement change
• Develop sound communication and working relationships with other cross functional processes, acting as a liaison to advise managers of needs for improved cross functional processes
• Oversee day-to-day operations of teams to ensure timely and accurate completion of all PFS activities
• Monitor and strive to continually improve the collection of payer claims in accordance with the respective contract
• Assist management with meetings with key payers to discuss customer service issues, resolving escalations, and update claims
• Ensure daily reconciliation of electronic claim files
• Maintain productivity and quality standards of all PFS functions
• Review accounts receivable adjustments for accuracy and submit adjustment requests as defined by departmental policies and procedures for upper management approval
• Maintain compliance with government reimbursement programs
• Suggest changes to department policies and procedures as appropriate
• Work with management to complete disciplinary action as required
• Work with the Training and Education department to develop and deploy training for new employees and provide ongoing training as needed
• Complete annual performance reviews for employees and provide timely feedback
• Create a work environment for employees through team building, coaching, constructive feedback, work delegation, personal example and goal setting that encourages creativity, open dialogue on work issues, professional growth, and a consistent, high level of performance; encourage and support employee decision-making within his or her scope of responsibilities
• Develop and maintain “super user” capabilities in technology applications and all other related information systems, tools, technologies, and processes; assist other employees as needed to ensure all tools are fully utilized to create an efficient and effective department
• Comply with and adhere to all regulatory compliance areas, policies and procedures (including HIPAA and PCI compliance requirements), and "leading practices"
• Work with key business partners and peers across the organization
• Previous customer service or call center experience
• Typing and 10 keypad experience
• 1-3 years management experience in a customer service or call center preferred
• PC skills including MS Word, MS Excel, MS PowerPoint, MS Outlook, Intranet/Internet and AS/400 preferred
• High school diploma or GED required, four year college degree or equivalent work experience preferred
• Availability to start within two weeks after offer made/accepted preferred
• Excellent interpersonal skills and the ability to establish and maintain effective relationships with customers and other departments
• Exceptional oral/written communication and listening skills
• Commitment to a high level of internal customer satisfaction and continuous improvement
• Effective Team Player with the ability to work independently
• Energetic, able to provide and receive feedback
• Superior organizational skills
• Skilled user in MS Office programs (Microsoft Axtapa and/or NetSuite a plus)
• Customer focused; dedicated to meeting the expectations of internal and external customers
• Minimum of 5+ years’ experience in either a call center, manufacturing plant or distribution facility customer service group
• Experience in a Manufacturing environment is a plus
• Knowledge of data entry and/or tracking systems
• Degree in Business or related field –preferred
• High level of computer proficiency in Windows environment
• Detail oriented, demonstrated initiative to point out issues and to make corrective recommendations
• Proven problem solver and ability to negotiate as related to the Sales function
• Train all new CSR personnel
• Coach CSR personnel on best practices of CSR techniques and processes
• Provides first and second level support for all CSR duties to include
• Enter and confirm sales orders placed by phone, fax, or e-mail
• Resolve any discrepancies for EDI/EFAX orders
• Resolves product problems by clarifying the customer’s complaint, determining the cause, selecting and explaining the best solution and expediting correction or adjustment, following up to ensure resolution
• Provides status of orders and resolve any shipping discrepancies
• Creates and maintains customer records by recording/updating account information
• Analyzes weekly reports to edit/adjust customer pricing and financial records
• Support sales force and internal team members for samples and supplies
• Recommends potential enhancements to systems or customer accounts by collecting customer information and analyzing customer needs
• Performs testing of new systems or process enhancements for CS and trains all personnel
• Monitors ACD queue for optimization of CSR response to customer and provides training where necessary to
• Maintain above average performance
• Contributes to team effort by accomplishing related results as needed and directed by management
• Performs other duties or special projects as assigned
• Minimum of 3 year experience within Masimo Customer Service
• Five or more years of customer service experience in an instrument company (preferable medical devices)
• Prior experience with manufacturing and distribution
• Must have had experience with an ERP system entering orders
• Must have experience handling multiple calls using an ACD system
• Knowledge of the latest ISO-13485, ISO-9001, the MDD, and Canadian Medical Device Regulations (CMDR)
• Must be proficient in Outlook, Word, Excel, PowerPoint, and Access
• Must possess excellent organizational, communication, and writing skills
• Assist the Customer Service Manager in the screening and interviewing of customer service associates
• Train and develop the local customer service associates, including but not limited to,
• Providing new hire orientation training for all potential customer service associates
• Providing feedback on and tracking the performance of customer-related tasks by the customer service associates
• Evaluating and appraising the customer service associates’ performance
• Providing specific training on the use of Microsoft Office, SAP, and inventory management techniques; and
• Providing coaching and training on relationship management skills and communication behaviors
• Monitor and manage the work schedules of the local customer service associates
• Respond to and manage customer concerns and complaints
• Ensure compliance with all Company policies, procedures and processes
• Achieve all goals associated with cash flow for GPI
• Goals include Accounts receivables and working capital management
• Develop strong relationships with the customer base of the local team through involvement in projects and meetings with customers and Sales or Operations
• Proven ability to construct clear and effective written and verbal communication internally and externally
• Demonstrated positive team leadership experience
• Demonstrated ability to train and develop others
• Demonstrated understanding of and ability to manage the impact of order fulfillment on cash flow
• Responsible for the accuracy of order processing and ensuring strict compliance with SOX key controls ensuring the Customer Service team's adherence to business practices, policies, and procedures
• Responsible for the day to day leadership of the team or seeks out appropriate resources as needed which may include delegation to subordinate resources
• 3-5 years of CS or Order Management or equivalent experience
• Experience with ERP and CRM systems
• Ability to work effectively within a team in a fast paced, changing environment
• Strong verbal and written communications with ability to effectively communicate at multiple levels within the organization
• Multi tasks, prioritizes and meets deadlines in a timely manner
• Strong organizational, planning and follow up skills and the ability to hold others accountable
• Ability to travel approximately 10% of the time
• College degree or equivalent combination of education and experience
• Med Device experience preferred
• Research problems with reported by CSR’s, sales representatives or by customers
• Checking sales orders daily for accuracy and monitoring sales order processing
• Costing, purchasing and replenishment for resale items
• Train and support new CSR’s
• Work diligently with Operations, Finance and Sales team to ensure prompt resolution of issues, complaints or incidents
• Ensure proper maintenance and general appearance of workspaces and counter areas
• Assists CSR in taking orders via phone and processing orders and quotes as needed
• Train and manage CSR’s performance and output
• Reviews performance of each contributor of the CSR team
• Leads and teaches CSR’s by example
• High School diploma or GED or equivalent in related experience, plus 2-3 years of experience in Customer Service, Client Relations, Sales and Service or related field; or equivalent in education, experience or technical training
• Good organizational and problem solving skills
• Good with basic math
• Excellent communications skills, verbal and written
• Skilled in Microsoft Office suite
• 5+ years of Customer Service experience, analyzing and solving customer problems
• 2+ years of Supervisory experience
• Supervisory experience within a Call Center
• Provide excellent customer service and address needs of customers in a timely and effective manner. Surprise and delight the customers with excellent customer service
• Actively manage work flow on the front end, manage customer flow, and report performance and policy issues to the Team Leader and Associate Team Leader
• Help train Team Members in a manner that builds and sustains a high-performance team and minimizes turnover as delegated by Team Leader and Associate Team Leader
• Establish and maintain a positive work environment that supports a high Team Member morale
• Communicate and maintain Team Member safety and security standards
• Supervise and delegate tasks to Front End Team Members
• Support national, regional, and store programs
• Responds promptly to customer needs and questions and requests assistance when necessary, including answering the store phone system
• Open and close department according to established procedures
• Oversee team and resolve difficult customer situations
• May assist with interviewing
• Determine break schedule and ensure all necessary breaks are given
• Communicate team concerns to the Team Leader and Associate Team Leader
• Follow and comply with established procedures, including Weights and Measures, health and sanitation, and adhere to safe work practices
• Extensive knowledge of Front End Team procedures and policies
• Capable of teaching others in a constructive and positive manner
• Ability to perform physical requirements of position
• Ability to operate all necessary equipment
• Strong demonstrated organizational and time management skills
• Basic computer skills and ability to use computer programs such as Microsoft Word, Excel, and Outlook
• Able to prioritize efficiently and delegate responsibilities
• 1+ year Front End or Customer Service experience required
• Team Building
• Employee Relations
• 40% Customer Service Operations: provide support and manage the NA Customer Service team. Provide guidance and feedback to help the team identify areas of improvement in order to create efficient customer service processes and tools. Coordinate and assist team members in executing customer service activities such as: sales order processing, sales pricing & sales contract application, customer complaints and follow ups. Determine the best processes/tools that are appropriate for specific customer solutions. Execute specialized customer service offerings, such as: customer returns, customer consignment orders, debit/credit memos, and vendor managed inventory (VMI)
• 20% People, Talent Management: accountable for direct performance management, talent management, succession planning and engagement for team of 4 customer service representatives. Manage and provide coaching and/or training to the team specific to the competencies and skills required to perform their job responsibilities
• 15% Customer & Client Interaction: manage 2-3 key customer accounts for all customer service operations for these accounts and communicate with the customers regarding order confirmation, order status, pricing and other pertinent information needed to complete the sale
• 15% Business Partnership: build and maintain relationships with cross functional teams within CIS, other Cargill business’ and Cargill Business Services. Collaborate with these teams on the best processes/tools to sustain customer satisfaction and resolve issues such as service failures, billing errors and disputes
• 10% Perform other miscellaneous job duties and special projects
• 5 years of professional level experience in business (customer service, supply chain, logistics or similar field)
• Ability to work in a fast-paced environment handling multiple priorities and making good decisions in times of urgency
• On call 24/7
• Oversees one or more teams of Customer Service Representatives who handle customer service inquiries and problems via the phone and/or email
• Evaluates the quality of Customer Service Representatives calls from customers; provides feed back to reps on strength and areas for improvement
• Responsible for performance appraisals, disciplinary actions, hiring/interviewing, promotions and salary changes
• Provides coaching and mentoring to contact center supervisors and team and occasionally to Customer Service Representatives
• Approves and implements streaming opportunities and process improvements
• Must be detail-oriented and customer-driven, focusing on providing the highest quality products and services to BKFS internal and external customers
• Demonstrated problem-solving and decision-making skills
• Fluency in reading and writing in English and Spanish
• Strong communication skills, verbal and written, in English and Spanish
• Strong teamwork ethic with an ability to adapt in a fast-pasted, dynamic environment
• Adept at using technological resources including MS Office (particularly Excel), and an aptitude for using web-based survey tools
• Hours for this position are Monday: 1pm to 9pm, Wednesday 4pm to 12 midnight, Thursday 4pm to 12midnight, Friday 2pm to 10pm, Saturday 1pm to 9pm
• Supervision of Call Center day-to-day activities in order to maintain GIS Benchmarks and customer satisfaction
• Ensure proper prioritization, routing, and even call disbursement within all field service teams
• Inspecting the accuracy of service call placed within the COTG database/ e-Automate
• Oversees the day-to-day National Account activity and communication with the appropriate service and supply providers
• Responsible for supporting all IT/Helpdesk employees to meet performance goals set out by GIS Benchmarks
• Assist Call Center manager in preparing daily/weekly/monthly action plans to increase individual and team performance
• Support Call Center manager in handling escalations from Customers, Sales, Service Management, as well as out of state accounts and vendors
• Assist with maintaining data integrity in e-Automate by facilitating / delegating daily and monthly call center productivity reports
• Exceptional communication skills, collaboration, and flexibility working with internal and external groups in order to facilitate and receive timely effective responses
• Implement and maintain a time management system that allows you to manage multiple tasks simultaneously
• Provide training in areas of need and monitor development of all team members
• Support the Call Center Manager in holding all team members accountable for following the standards of phone and email responsibilities, set forth in the Call Center
• Ensure all team members daily activities and workflow is met, including daily reports, customer reviews, invoicing, and team member goals
• Oversee and evaluate the service invoice / credit process
• Create and maintain a positive, collaborative culture within the Call Center
• Responsible for ordering all service apparel, submitting payroll deductions and invoice approval
• Additional duties may be assigned as needed
• Assist with monthly performance discussions with all team members
• Perform 2 Phone Monitor inspections per team member, per month
• Provide assistance with preparing all annual employee reviews
• Assist with the preparation of the quarterly Call Center Operations Review
• Running daily/ weekly helpdesk productivity reports and sending them to the team
• Ability to develop and maintain escalation process and procedures
• Possess exceptional time management skills
• Demonstrates leadership amongst peer group
• Strong sense of attention to detail is essential
• Ability to work well independently and effectively in a team-oriented environment
• Excellent communication skills (verbal and written), email, phone, and in person
• Must possess a great attitude, have excellent organizational skills, the ability to prioritize and demonstrate proper judgement/ decision making skills
• Have the initiative to determine and seek out new opportunities as needed
• The ability to balance multiple priorities in a fast-paced environment
• Must have the ability to confidently provide work direction, garner credibility and to provide influential guidance to management and team members that ensures cooperation and improves performance outcomes
• Intermediate to advanced skills in MS Office, Excel, Word and the internet
• Previous experience using e-Automate is desired but not required
• Ability to comprehend and navigate current and future applications / databases
• 4+ years related Call Center experience and / or training in customer service, dispatching or equivalent combination of education and experience
• Project management skills preferred but not required
• English (reading, writing, verbal)
• Outstanding writing and verbal communication skills
• Financial acuity needed
• Experience leading people in a customer service or customer facing environment
• Experience managing and executing continuous improvement projects
• Medical Device or Pharmaceutical experience strongly preferred
• To manage the order management process within the regional / country based and Omni channel Customer Care Team and assigned markets as well as all incoming customer phone calls and requests
• Establish and measure key performance indicators to improve processes, enhance customer experience and reduce waste
• To recruit, induct, develop, support and motivate a team delivering front line customer services to ensure resolution of enquiries and complaints at the earliest opportunity
• HPD responsibility
• Motivating and driving performance with the team, achieving the targets set adhering to agreed Key Performance Indicators, Service Level Agreements and quality standards to maximize customer satisfaction
• Work closely with the Customer Solution Manager and Account Managers as well as the Supply Chain Planning Team and execute customer-and business agreements accordingly
• Monitor and track critical customer issues on a daily basis
• To analyze and review performance information in order to analyze trends and identify training needs, ensuring that improvements are continually made and performance is measured consistently
• Provide the organization with new/ and/or changed processes to continuously increase service and productivity and monitor the implementation, performance and success
• Coaching and mentoring of individuals to support their ongoing development against the company behavioral framework. This will include conducting appraisals
• To conduct regularly team meetings
• Take ownership of and resolve accordingly any queries escalated by the Customer Care Team
• Maintain an ongoing commitment to improve knowledge of systems and processes in order to contribute positively to ongoing development and service improvement
• To undertake the duties of a Customer Care Adm. as and when required to ensure that a high level of customer service is maintained and to undertake any other duties as required, which are commensurate with the grading of the post
• Support projects and process improvements to increase customer experience and productivity
• Experience working in a customer centric role
• Verbal and written proficiency in English & Dutch
• Proven team leadership experience
• Work with Customer Service Manager to develop and implement team goals
• Meeting company goals and metrics including On Time in Full reporting for shipping material on time to customers
• Develop a proactive stance in dealing with all customer service related problems and implement appropriate action plans to ensure customer satisfaction
• Continually work to improve the efficiency and effectiveness of the department using Quality processes
• At least 5 years (overall) of Customer Service experience in manufacturing
• At least 3 years customer service supervision experience
• Strong oral and written communication skills with the ability to work collaboratively with internal stakeholders
• Proven ability to build, develop, motivate and successfully lead a team of direct reports
• Excellent customer service and problem solving skills
• Strong organization skills with ability to handle multiple priorities in a fast paced environment
• Manages the daily operations of assigned team of 17-20+ customer service advocates; Effectively communicates organizational strategies to engage staff and drive desired behaviors
• Exhibits managerial courage and consistently delivers accurate and transparent messages to staff
• Partners with short and long term capacity planners as well as the resource management group to deliver on operational and client expectations
• Understands and utilizes all Management Reporting tools to effectively drive performance measurements
• Utilizes coaching behaviors to drive employee engagement and positive performance results
• Communicate clear expectations for performance and attendance, and hold agents accountable for delivering on what’s expected
• Identify customer trends and communicate proposed changes or department needs
• Monitors individual, team and call center results to identify and act on both positive and negative trends to ensure attainment of financial and performance targets
• Works to remove barriers for front line staff in order to exceed customer expectations
• Leads team through change by developing a positive team relationship
• Adapts communication style to effectively engage individuals/teams by delivering communications positively and in support of organizational goals and objectives
• Collaborates with matrix partners to ensure objectives and standards are met, policies and procedures are followed, gaps identified and closed, communications are clear
• Administers HR initiatives including hiring and onboarding, training, compensation planning, performance management, employee relations concerns/issues and employee development – engaging Sr. Managers and HR as appropriate
• Facilitates compliance with all corporate policies
• Supports diversity by building an inclusive environment and valuing different perspectives
• Stays current with external changes in the health care delivery system and makes adjustments as needed
• Oversees the day-to-day operations of a group of employees
• Coordinates referrals to appropriate technical, professional, or service personnel for follow-up
• Monitors Customer Service KPI’s such as Customer On Time deliveries, Customer Satisfaction
• Customer driven sense of urgency
• Must have ability to lead, train, and drive change
• Self motivated individual able to multi-task effectively and work in a fast-paced environment
• Responsible for supporting key customer accounts
• Writes procedures and assists in establishment of department policies
• Assists with problem resolution
• Participates in training of customer service personnel
• 3+ years’ previous sales or customer support experience
• 3+ years’ oil and gas industry experience
• Basic computer skills, including MS Office including MS Exchange, and Excel
• 5+ years’ completion tool sales experience
• 5+ years’ customer support work experience
• Effective communication skills able to work cross-functionally within an organization
• Previous experience with BHI Product lines and inventory
• Ability to handle a fast paced work environment
• Under direction of Director Customer Service, oversee and manage day-to-day work tasks and routines of the employees within our Customer Service Department
• Ensure all customer interactions, including purchase orders, calls and emails, are processed and answered in a timely, efficient and knowledgeable manner with full resolution and high customer satisfaction by our Customer Service Team
• Complete Annual Performance reviews, goal setting sessions with direct reports and any other employee relations needs
• Learn current products and become knowledgeable on new product introductions
• Responsible for day to day communication with the Customer Service Team and with the Director of Customer Service
• Ensure employees have appropriate training and resources to perform their jobs
• Responsible for coordinating the effective development of our Customer Service Team
• Responsible for leading cross training efforts within the Customer Service Team and ensuring all high-risk tasks are continuously able to be completed
• Assist team members with escalated calls or issues, ensure proper handling and serve as a primary contact for departmental needs and questions
• Provide proper feedback to Management relative to customer inquiries, complaints, and recommendations
• Compile regular statistical and performance reports for analysis
• Responsible for continuously evaluating procedures and suggesting methods to improve operations, efficiency and service to both internal and external customers
• Coordinate testing for any system or customer changes, onboarding new processes and new accounts
• Coordinate onboarding of new employees within the Customer Service Department
• At least 5 years of experience in customer service, marketing, and/or retail is preferred
• Personal computer, to include all Microsoft Office and related software, telephone, fax machine and other common office equipment. Ability to quickly learn Oracle, EDI and internet based order systems. Accurate and quick data entry skills are required
• 1-3 years experience in a supervisory role
• Accomplishes leadership results by coaching, counseling, and disciplining employees; planning, monitoring, and appraising job results; conducting training; implementing enforcing systems, policies, and procedures
• Maintains safe and healthy work environment by establishing and enforcing organization standards; adhering to legal regulations
• Completes operations by developing schedules; assigning and monitoring work; gathering resources; implementing productivity standards; resolving operations problems; maintaining reference manuals; implementing new procedures
• Provides quality service by enforcing quality and customer service standards
• Supervise day to day tactical issues, minimize customer escalations and support front line agents on issue resolution
• Handle the first line escalation of operational issues
• Keep leadership and key customers aware of issues; and identify opportunities to improve efficiencies and customer experiences
• Ensure employees are increasing fulfillment time for Branch Operations
• Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications
• Minimum of 7 year(s) subject matter expertise within the secured transportation industry (CIT, Cash Vault, Coin)
• Minimum of 3 years of direct supervisory experience of 10 or more employees
• Minimum of 5 years of experience in a call center environment
• Minimum of 3 years of experience working directly with customers or sales
• Proficient understanding of Workforce Analytics software and reporting
• Experience with coaching and development and corrective actions
• Working knowledge and demonstrated capability to navigate Microsoft Office products
• Strong experience in championing change, motivating persuasively and getting results through working with others
• Basic knowledge of process management principles
• Basic knowledge of Lean fundamentals
• Practical understanding of training principles
• Basic understanding of Customer Experience strategies and tactics
• Undergraduate degree or equivalent business experience
• Overall supervision of Customer Service personnel (including performance, evaluation, and employee files)
• Responsible for written Desk Procedures for Customer Service Department
• Responsible for all customer-service related duties as outlined in Mytox BOS Procedures
• Supervises confirmation/management of customer demand load before weekly MRP run
• Oversees communication with customer deck personnel, freight carriers, and/or plants directly either verbally or in writing
• Ensures that all customer inventory system queries are addressed in a timely manner (DDL, SMART, SPIN)
• Ensures that all customer systems are updated with the latest Mytox contact information
• Responsible for ensuring Mytox retains perfect customer ratings with respect to any Delivery categories, and Mytox communicates & resolves any rating issue concerns
• Responsible for generation of month-end Mytox Customer Performance Ratings (Delivery), late / expedited shipment occurrences, and initiation of Corrective Actions as required related to the above QOS key operating measurement indicators
• Ensures that Customer FG returnable shipping containers are returned to Mytox in a timely manner
• Overall liaison between Customer Service Department & other Mytox Departments
• Ensures on-call Customer Service support during non-normal business hours as required
• Back up for all Customer Service positions
• Maintains responsibility for departmental Continuous Improvement at all times, both in general and specifically related to individual duties
• Grade 12 education or equivalent
• Minimum 5 years supervisory experience in an automotive Tier-1 environment
• Excellent English communication skills (both written and verbal)
• Good general math skills
• Strong leadership capabilities
• Computer literacy in business applications
• Familiarity with Tier 1 (Ford, GM, DCX minimum) and Tier 2 shipping procedures
• Knowledge of Ford DDL, Daimler-Chrysler SMART/SPIN systems & related procedures
• Develop customer relationships and sustain best in-class customer satisfaction
• Knowledge of customs tariff, classification, certificate of origin, and C-TPAT
• Familiarity with CMI/Trans4m software
• Experience gained working inside Magna or dealing with Magna divisions
• Knowledge of QS-9000, ISO-14001 and TS-16949 requirements
• Manage day to day activities within the EatonCare Service Center team of Order Entry Specialists and Account Coordinators
• Develop effective relationship with EatonCare USA support teams
• Drive productivity within the group by utilizing electronic tools to support efficient and profitable business growth
• Attract, hire, develop, and retain top quality Order Entry Specialists and Account Coordinators, who excel at providing customer value through the execution of processes, commercial savvy, and effective relationship building with customers
• Communicate with the customers as necessary
• Lead process improvement efforts within the EatonCare Service Center team
• Conduct performance reviews
• Drive and identify positive customer service behaviors
• Serve on appropriate teams and projects to enhance organizational performance
• Supervises approximately 20+ employees with varying tenure and skill
• Hires, manages and develops new employees and proactively monitors individual and team performance by providing frequent, ongoing feedback and coaching
• Implements strategies to improve operational performance including call management, call back rate, transfer rate, quality / WAPMO and United Experience Survey
• Leads regular team meetings to communicate changes, relevant operational performance information and / or to build employee engagement
• Utilizes Our United Culture concepts and tools and delivers on the commitments outlined in Our Leadership Profile 1.0 and Our Best Decisions 1.0
• Demonstrates a positive leadership shadow by shaping positive behaviors in areas of influence, building integrity, influencing our values and creating a healthy, high performance environment
• Monitors employee and team performance by reviewing operational metrics and listening to and observing call management techniques
• Delivers and documents one-on-one coaching
• Works with HRdirect on disciplinary actions or terminations and seeks manager approval on all terminations
• Tracks and manages attendance and punctuality in a timely and accurate manner
• Prepares and delivers thorough and meaningful performance discussions and documents with data and fact -based examples to reduce ambiguity of ongoing expectations
• Creates purposeful and actionable development plans, reviews with employees and monitors to support their performance improvement expectations and development
• Engages in regular, meaningful and candid development and career discussions with direct reports
• Guides employees to leverage available training and development resources
• Analyzes and understands Vital Signs survey results and communicates results to team members
• Works to establish action plan to address opportunity areas and improve results
• Supports overall organization in employee engagement programs and communications
• Holds regular interactions in person or virtually with direct reports
• Regularly leverages various communication channels, including one-on-ones and new hire class leadership interactions to foster two-way communication
• Inspires employees to see the link between their position and personal performance to organizational strategy, company performance and the UHC brand
• Impact is most often at the team level
• 5+ years of customer service experience in a call setting environment analyzing and solving customer problems
• 1+ years of experience as a supervisor in a professional work environment
• 1+ years of basic proficiency with Windows PC applications, which includes the ability to learn new and complex computer system applications
• Experience with Microsoft Word (creating, editing, saving documents), Microsoft Excel (creating, formatting, formulating spreadsheets), Microsoft PowerPoint (creating, saving, editing presentations), and Microsoft Outlook (management of inbox and use of calendar, creating rules)
• Flexibility to work any shift between 6:00 am and 10:00 pm Monday through Friday with weekends and holidays as needed
• Experience as a SME, Trainer, OJT, or CRG Analyst in UnitedHealthcare Community and State
• Ability to work collaboratively in a team environment
• Coordinates work activities to achieve the volume expected to meet operational requirements
• Responsible for training and development of subordinate staff, estimating personnel needs, assigning work, meeting completion dates, interpreting and ensuring consistent application of organizational policies
• Supervising, planning, and managing functions concerned to the department
• Managing and directing the daily activities of Client Services agents
• Acting as an information source and answering agent questions, assigning tasks, following up and giving instructions as needed
• Providing advice, coaching and guidance to team members on Client Services practices and procedures
• Assuming responsibility as the point of escalation for complex customer and associate issues
• Carrying out performance measurement and evaluation of all agents to improve the efficiency
• Preparing and directing schedules, monitoring attendance of agents, scheduling breaks and shifts as necessary
• Collaborating with peers to ensure successful department performance and department cohesiveness
• Interviewing and providing feedback in hiring decisions
• Acting as liaison with other bank departments with regard to operational and day-to-day issues
• Communicating with other departments to keep current of issues that may affect the department
• Attending management meetings
• Direct supervision of customer service associates, develop each associate's skills
• Daily analysis of report data relative to business needs, and make timely decisions to meet customer deadlines
• Determine root cause of field issues, and implement corrective actions to prevent recurring customer claims
• Lead projects related to product launches, system enhancements, etc
• Handle escalated issues as required
• Back-up to other supervisors in Builder channel
• Develop action plans for improving existing processes
• Workload management through daily monitoring of orders and phone calls
• Build and maintain relationships with sales team, manufacturing, logistics, customer master and customers
• Secure information on new accounts, analyze and share with direct reports
• Ensure team executes customer specific procedures, and maintains specifications
• Ensure timely, accurate payments to Service Agents for services performed (Installation, Countertop, Other 3rd party items)
• Understand the impact of decisions by focusing on the entire process from bid to payment collection
• Resolution of issues regarding warehousing, delivery, product, plant/manufacturing
• Manage relationships with Service Agents
• Oversee management of 3rd party services. Focus on reducing troubleshooting through continuous improvement
• Recognize and identify system faults and enhancement needs, working with IT department to resolve and improve
• Conduct annual employee performance reviews, provide regular feedback and coaching; Implement corrective action when necessary
• Ability to travel as business needs require; estimated travel currently anticipated for this position is approximately 10% for the purpose of customer visits, training field designers, sales meetings, etc
• Consistently demonstrate MBCI's Six for Success: be trustworthy, commit to your team, listen to understand, serve your customer, prepare and plan, deliver the result
• High School Diploma or GED equivalent is minimally required
• Associate’s Degree in Business, Management, or a related field is highly preferred
• Minimum 1 year of supervisory experience is preferred, preferably in a customer service environment
• Supervise Customer Service and Traffic teams as they receive, audit, and process emails, faxes and EDI's from customers regarding new orders, revisions and appointment scheduling
• Promote training on processes, technologies, customers, and Americold company information
• Recognize operational bottlenecks, escalate issues and provide potential solutions
• Monitor employee productivity & customer interaction to observe, measure, document, & provide feedback on employee’s demeanor, technical accuracy, adherence to policies & standards
• Check departments work accuracy for errors. Provides performance feedback and coaching
• Determine work procedures, prepares work schedules, and expedites workflow
• Responsible for developing, motivating and supervising a world-class customer service team. Utilize individual and team meetings to provide coaching, motivation, and recognition
• Communicate and manage staffing adjustments according to need including coordinating the exchange or shifting of employees to other accounts
• Responding and taking actions to all customer concerns and complaints
• Executing all down time and emergency operating procedures and processes as appropriate
• Practicing and ensuring compliance with that of all the organization’s policies and procedures
• Communicating solutions, successes, and opportunities to the Manager of customer service
• Must communicate and work well with Warehouse Supervisors and Operations Manager
• Supervises staff including prioritizing and assigning work, conducting performance reviews, and overseeing the development of staff
• Investigates and responds to customer and CPUC complaints, and ensures water meter reads are accurate for the monthly water bills
• Reviews and approves customer account adjustments as required
• Interacts with the various city, county, or municipal water organizations
• Prepares and transmits monthly accounts receivable billings
• Ensures certified distribution operators or treatment operators are properly trained to make decisions that affect water quality and quantity using manual or supervisory control and data acquisition (SCADA)
• Responds to all water quality and environmental inquiries and issues; participates in inspections; and interacts with applicable local, state, federal agencies
• Performs Shift operator duties on a daily basis and acts as the Chief operator as needed
• Available for on call duty as required on a periodic basis and assists with community service events
• Bachelor’s degree and/or equivalent water utility experience
• Three years of increasingly responsible experience working in customer service or in a call center
• State Water Resources Control Board-Drinking Water–Operator Certification Programs Water Distribution Operator Grade II Certification must be obtained within one year of hire
• State Water Resources Control Board-Drinking Water–Operator Certification Programs Water Treatment Operator Grade II Certification must be obtained within one year of hire
• Must reside within 30 minutes of the district office
• Supervises and provides leadership and support to the call center staff, including monitoring, coaching, and evaluating work team to ensure quality and productivity standards are met and/or exceeded
• Reviews and analyzes system operations in order to optimize effectiveness and efficiency of customer service center
• Allocates resources between units to maximize efficiencies and meet customer needs
• Determine and prioritize workload and be prepared to make proactive decisions to meet daily business demands
• Generates reports to measure productivity and perform analysis to determine root cause
• Assists with ad hoc reporting requests. Assists Management in developing and implementing incentive programs
• Provides formal supervision to individual employees within single functional or operational area
• Recommends staff recruitment, selection, promotion, advancement, corrective action and termination
• Plans and monitors appropriate staffing levels and utilization of labor, including overtime
• Prepares and delivers performance appraisal for staff
• Mentors and coaches team members to further develop competencies
• Leads by example and models behaviors that are consistent with the company's values
• High School Diploma or GED equivalent required. Associate's degree (AA) or equivalent from two-year college or technical school preferred
• Minimum of four years of related experience and/or training
• Strong organizational and analytical skills
• Ability to provide efficient, timely, reliable and courteous service to customers
• Ability to effectively present information
• Ability to respond effectively to sensitive issues
• Requires advanced knowledge of financial terms and principles
• Ability to calculate intermediate figures such as percentages, discounts, and commissions
• Conducts advanced financial analysis
• Ability to comprehend, analyze, and interpret complex documents
• Ability to solve problems involving several options in situations
• Requires advanced analytical and quantitative skills
• Intermediate skills with Microsoft Office Suite products
• Experience in decision making abilities with a sense of urgency
• Decisions made with thorough understanding of procedures, company policies, and business practices to achieve general results and deadlines
• Responsible for setting work unit and/or project deadlines
• Errors in judgment may cause short-term impact to department
• Directly supervises 8 to 12 individuals (hourly: general Order Entry and process specialist)
• Interpreting and enforcement of our ordering, shipping, pricing, freight / payment terms polices
• Identifying and communicating order/ product lead-times
• Ensuring customer (internal / external) inquiries are responded to within two hours
• Addressing customer complaints and resolving problems
• Keeping all employees informed of policy and practice changes
• Maintenance of customer cross references, Customer Product files (CVR files)
• Overseeing the creation and publishing of daily/weekly information to our Sales organization
• Preparing or supervising the collection/preparation of KPIs, productivity reports, and some sales reports
• Identifying, developing, and implementing productivity improvement opportunities
• Establishing and maintaining a positive and productive relationships with other departments
• Carrying out supervisory responsibilities in accordance with the organization’s policies
• Overseeing all human resources requirements, including
• Hiring and Training employees
• Assisting in the training of our external Rep agencies
• Planning and staffing
• Apprising staff performance
• Planning employee personal development
• Coaching sessions as required
• Managing conflicts and disciplining when necessary
• Motivating and inspiring the team to optimize performance both individually and collectivity, to build morale and reduce turnover
• Medium to high Excel and Word knowledge is a must
• Some familiarity of
• EDI order processing and customer cross reference files
• Creation of Key Performance Indicators (KPIs)
• Team building
• Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this position. Duties, responsibilities and activities may change at any time with or without notice
• Monitor staff attendance/schedule adherence and enter exceptions, as necessary, into the workforce management tool
• Assist with or deliver training alerts/critical updates to keep team current on changes that may occur in information or procedures
• Maintain department records related to CSR coaching and performance improvement
• Weekend and night shifts available
• 2+ years of experience in customer care, helpline or patient support role, in a supervisory capacity
• 6-8 years experience in the BPO/Call center or Shared Services environment, preferably with ANZ/APAC markets
• MS Office Advanced Proficiency
• While performing the duties of this job, the employee is regularly required to be independently mobile
• Some out of hours work will be required
• Prior experience in leading/managing people along with the execution of processes, projects and tactics
• Total work experience of 8-10 years
• Communication: Communicates effectively, listens sensitively, adapts communication to audience and fosters effective communication with others
• Conflict Management: Encourages creative tension and differences of opinions. Anticipates and takes steps to prevent counter-productive confrontations. Manages and resolves conflicts and disagreements in a constructive manner
• Creativity and Innovation: Develops new insights into situations; questions conventional approaches; encourages new ideas and innovations; designs and implements new or cutting edge programs/processes
• Decisiveness: Makes well-informed, effective, and timely decisions, even when data are limited or solutions produce unpleasant consequences; perceives the impact and implications of decisions
• External Awareness: Understands and keeps up-to-date on local, national, and international policies and trends that affect the organization and shape stakeholders' views; is aware of the organization’s impact on the external environment
• Flexibility: Modifies his or her approach to achieve a goal. Is open to change and new information; rapidly adapts to new information, changing conditions, or unexpected obstacles
• Influencing: Ability to convince others to own expressed point of view, gain agreement and acceptance of plans, activities or products
• Leadership: Acts as a role model. Anticipates and plans for change. Communicates a vision to a team. Provides others with a clear direction; Sets appropriate standards of behavior; Delegates work appropriately and fairly; motivates and empowers others; Provides staff with development opportunities and coaching; Recruits staff of a high caliber
• Leveraging Diversity: Fosters an inclusive workplace where diversity and individual differences are valued and leveraged to achieve the vision and mission of the organization
• Organizational Awareness: Demonstrates an understanding of underlying organizational issues
• Resilience and Tenacity: Deals effectively with pressure; remains optimistic and persistent, even under adversity. Recovers quickly from setbacks. Stays with a problem/line of thinking until a solution is reached or no longer reasonably attainable
• Risk-taking: Takes calculated risks, weighing up pros and cons appropriately
• Customer Orientation: Sets the right priorities and takes the right actions to support and satisfy customer needs
• Set clear objectives for Customer Service Advisors and manage their quantitative and qualitative performance
• Monitor real-time workload and queues/backlog across all channels; reallocate team as necessary
• Act as point of escalation for team for customer complaint and IT related support resolution
• Identify individual rep training needs, train/coach Customer Service Advisors and coordinate with Training team for continuous education
• Manage team attendance and report any discrepancies to Work Force Manager
• Lead daily Kaizen/continuous improvement efforts with team to ensure high level of service
• Work closely with global CS Supervisors to ensure consistency of training and process
• Experience in customer service managing a team, preferably in a fashion retail environment
• Ability to lead and motivate a team
• Self-motivated, confident and articulate
• Passion for fashion and a good understanding of fashion brands
• Positive approach to change and can-do attitude to drive business results
• 2 years minimum of experience with claim/call center environment is required
• Bachelors Degree in business/ health administration preferred
• 2 years leading claim/customer service team is preferred
• Handles escalations and provides assistance to customers and end-users as requested
• Remains available, approachable and visible throughout the day to mentor, assist and coach the team as required
• Utilizes key performance indicators to coach, develop and improve the performance of team members
• Conducts regular meetings with staff to communicate team as well as Service Center related changes and updates
• Provides staff members with performance goals and regular feedback in support of departmental goals
• Coordinates training to support developmental needs identified through performance evaluation vehicles and assists in the development of training, educational and reference materials
• Works collaboratively with peer managers and support personnel (WFM and QA) to ensure that department processes, procedures, practices, and performance measures and evaluations are consistently applied and managed across the entire Service Center
• Coordinate and facilitate problem solving across functional departments in order to ensure customer issues are properly addressed while protecting the integrity of SUPERVALU and its programs
• Supervise activities of high volume call center
• Directly responsible for supervision of employees, scheduling, corrective action and other related issues
• Work closely with other division supervisors to ensure customer satisfaction, increased efficiency and business results
• Assist staff with their needs, and resolve concerns and difficulties
• Resolve customer service issues that have been escalated from CSR's
• Lead and motivate team to meet company-wide service goals
• Coach CSR's to provide excellent customer service to all customers
• Work effectively with customers, peers, and management
• Proven time management and problem solving skills
• Strong motivational, coaching, and teaching skills
• Ability to produce routine reports, and correspondence
• Ability to effectively manage multiple tasks
• Supervise the Customer Service Representatives by ensuring the department meets or exceeds the monthly goals as established by the organization
• Provide ongoing training and support to Customer Service Representatives. This involves side-by-side, remote monitoring sessions, report and statistical reviews. Supervisors are also required to break down and review recorded and evaluated Quality Assurance calls
• Provide leadership and support Customer Service Representatives while responding to supervisor assistance and escalated calls
• Follow up and resolve account issue’s that result from Supervisor calls or Service Requests
• Other duties as directed
• Post High School education preferred
• 5 years’ experience in customer service
• 3 years supervisory experience strongly preferred
• Able to work at a fast pace and meet deadlines
• General knowledge of mortgage industry helpful
• General knowledge of the property and casualty insurance industry helpful
• Previous computer experience and/or knowledge
• Ability to lead, direct and motivate
• Ability to adhere to the department’s schedule and attendance policy
• Follows prescribed safety rules and fosters an environment where employee safety is a top priority
• Is an active member of the 80-20 team and employs the ITW tool-box to run and improve operations
• Leads the diversity/inclusion effort where managers and supervisors build teams with diverse talents and backgrounds by creating an environment whereby all employees feel welcome
• Develops on-going relationships with customers to make label ordering a seamless operation
• Trains customer service representatives on the integrated computer system
• Problem solves issues as necessary
• Ensures compliance to work instructions and accounting/credit procedures. Implements changes where appropriate
• Recommends policy changes to improve customer service, quality and/or reduce costs
• Coordinates the communication with customers, customer service personnel and production
• Ensures adherence to established price, terms and conditions, noting any deviations and notifies customers of any changes
• Trains and manages performance process for all employees within the department
• Determines work schedules and expedites workflow
• Assists with sales presentations and customer visits
• Reviews estimates and customer quotes
• Maintains harmony among workers and resolves grievances
• Maintains cleanliness of work area and equipment
• Follows all department work instructions
• Determining best practices and implementing process improvements to exceed customer service standards
• Coaching, counseling, and motivating your inbound servicing team
• Improving quality results and first call resolution by collaborating with peers across sites
• Maintaining knowledge of new or revised telecommunications systems
• Providing effective intra-day management of your staff
• Implementing policies and procedures
• Providing expertise in handling sensitive/unusual customer service issues
• Supporting scheduling of staff by holding your staff accountable for performance measurements
• Recruiting future associates to build a strong customer focused team
• Assisting with budget preparation and controlling operating expenses
• Assists new Customer Service Representatives in training and customer service education
• Monitors and evaluates individual customer service representatives on a regular basis through side by side coaching and call monitoring
• Assists with Quality Assurance reviews and develops individual plans for representatives to help improve their service skills
• Meet with Customer Service Representatives individually on a regular basis to report progress and discuss development plan
• Creates and maintains motivational contests aimed at energizing the group and stimulating focus
• Creates and/or assists in developing and administering performance reviews (90 days, monthly, and annually)
• Assists management with departmental reporting
• Using established policies and procedures, promotes Fidelity products and services to both existing and prospective customers in a call center environment
• Promotes the benefits of banking with Fidelity and using additional services of the bank
• Creates a positive work environment that promotes an open door policy
• Assist with Quality Assurance Reviews
• Accept and effectively handle escalated calls
• Host recurring staff meetings
• Effectively communicate important information to the Customer Service Reps
• High School diploma or GED
• 4+ years of call center customer service experience
• 1+ years of experience as a supervisor or team lead
• Ability to work Sunday 6:00 am - 3:30 pm with Monday through Thursday 8:00 am - 5:00 pm or Sunday through Thursday 3:00 pm - 12:00 am or Tuesday through Friday 8:00 am - 5:00 pm and Saturday 6:00 am - 3:30 pm (subject to change)
• Call Center Supervisor experience
• PBM, or medical professional experience
• Must be able to adapt to change
• Effectively supervise all assigned personnel
• Responsible for monitoring and assuring acceptable levels of performance, productivity and quality are met for all personnel
• Provide career development opportunities to staff to maximize employee performance
• Complete administrative tasks such as performance reviews, time and attendance, training requests, system access, move requests, disciplinary actions. Also, if offered, manage alternative work schedules or settings
• Monitor and manage daily inventories to ensure adequate staffing and resources are available to ensure performance guarantees and established goals are met and maintained. Monitor calls for quality assurance
• Research quality issues and responds to error assessments. Maintain department logs and documentation, analyze for trends in order to identify and initiate future pro-active measures
• Subject matter expert for benefit plan and claims processing
• Three (3) years of experience in leading or supervising employees in a highly regulated operations environment
• Three (3) years of experience with complex service computer systems (ex. OSCAR, INSING) and inquiry/benefits and handling of phone, written or web inquires
• Three (3) years of working experience and knowledge of procedures and terminology for all lines of business (ex. medical terminology, interpretation of pharmacy policies, dental terminology and policy, HARRIET, HCPCS codes, group benefits, complex pharmacy claim workflow (including claim adjudication of claim processing and/or rejections)
• Knowledge of multiple processing systems and workflows
• Knowledge of all company products
• Knowledge all applicable regulatory agencies and policies, (examples include: Pennsylvania Insurance Department regulations, HIPAA, TEFRA, SOX and Act 83 and Highmark Operational and Corporate Policies)
• Ability to communicate well in person, via phone and via e-mail (verbally and written)
• Ability to communicate, interact, and work effectively and cooperatively with all levels of staff and management teams
• Provide strong leadership that guides the team to think both tactically and strategically in the delivery of support
• Develop and maintain effective management of staffing, training, coaching, and performance standards
• Ensuring targeted service and performance standards are achieved or exceeded
• Bachelor’s degree or equivalent of experience
• Minimum 1 years of Call Center/Contact Center/Technical Operations management experience
• 3 years professional experience working with Cloud products and the execution of global services for cloud products
• Strong negotiation, interpersonal, written, oral communication and presentation skills required
• Distribute workload among staff
• Monitors completion of assigned tasks
• Conduct regular staff meetings
• Attend area/regional staff meetings as needed
• Ensure all positions are cross-trained for backup coverage
• Address and resolve customer complaints and issues
• Assist with credit releases and denial of service
• Schedule staff for on-call coverage
• Provide/receive updates to/from on call supervisor and keep staff informed
• Maintain required employee attendance records and report payroll data
• Conduct PMP's and establish development plans
• Schedule training for staff
• Review KPIs and take appropriate action
• Audit for compliance to policies and procedures
• Conduct audits for data integrity compliance; and
• Conduct audits of medical records for compliance
• Community college preferred
• 2 – 3 Supervisory Experience
• First Class Customer Service skills
• Strong interpersonal skills including conflict resolution
• Strong leadership skills including coaching and mentoring
• Empowers staff and delegates as appropriate
• Proficient in CU & PC (Excel, Word, Lotus Notes); and
• May require some occasional overnight travel
• Have previous leadership and employee development experience
• Have excellent English skills
• Have superior verbal and written communication skills
• Have a Bachelors Degree or related experience
• Have 6+ years equivalent work experience
• Are proficient in MS Office (Word, Excel, Outlook, PowerPoint), call management tools
• Understand the DHL / logistics industry business fundamentals
• Manage the flow of work orders to insure that all orders are processed quickly and accurately
• Train new customer service reps, provide feedback, deliver corporate news, etc
• Speak with customers throughout production to keep them informed of their job status
• Work with large orders to insure that they are completed within the customers guidelines
• Inform customer of unit prices, shipping date, and any anticipated delays
• Manage the employees to insure coverage at all times
• Follow-up on orders to ensure delivery by specified dates/times
• Confers with production, sales, shipping, warehouse, or common carrier personnel to expedite or trace missing or delayed shipments
• Work with Sales reps to prepare competitive quotes for customers on equipment, supplies, and service
• Strong competencies with Microsoft software, printing methods, materials, etc
• Strong comprehension of small format and large format equipment
• Ability to understand and accurately communicate quote information to the customer
• Understanding of marketing and e-commerce business
• Associate’s degree or equivalent from two-year college or technical school
• 3-5 years of related experience and/or training; or equivalent combination of education and experience
• Equipment and supply knowledge a plus
• Organizes and revises workflow and workloads of employees, receiving support from assigned Team Leads as appropriate
• Anticipates staffing and scheduling needs, overtime, vacations, etc. Makes approval decisions and documents various employee requests related to schedule changes, time off, etc
• Monitors operational records, databases and documents to ensure efficient and quality service and productivity by using various systems
• Appraises and documents employee’s performance. Provides recommendations to management
• Assists the manager and staff in problem solving issues by offering solutions
• May perform other related duties as assigned
• High School diploma or equivalent required. Some College or Associates Degree in business, finance, or related field preferred
• 3-5 years of experience in a customer service-oriented role or industry
• 1-3 years of experience in a team lead or similar role
• Complete knowledge of business unit’s policies, warranties, services and procedures
• Understanding of roles and responsibilities of employees and operations of a call center
• Basic knowledge of policies and procedures related to employees
• Ability to maintain and compile data and statistics for records and reports
• Ability to mentor and coach staff to positive results
• 1-2 years’ experience in training or coaching role preferred
• Bachelor's degree in related area preferred
• Minimum of two (2) year's experience in supervisory experience in a fast-paced, performance-focused business environment required
• Minimum of three (3) years' experience using KPIs and metrics to drive process improvements and enhancements strongly preferred
• Pharmacy or healthcare experience strongly preferred
• Intermediate computer skills and proficiency in MS Word, Outlook, and PowerPoint required; advanced proficiency in MS Excel required
• 30% - Team Supervision. Hire, train and develop employees so they are able to achieve their maximum potential
• 30% - Order Management. Manage the orders entry process in a timely manner to ensure superior service to our customers
• 20% - Outbound Logistics. Ensure that customer orders are delivered as requested with the contracted carriers. Measure and report service levels as per Key Performance indicators
• 20% - Customer Relationship. Manage customer complaints process, build relationship with customers and provide inputs to the Demand Planning Process
• College degree or 5 years equivalent experience
• Excellent Leadership experience
• Relationship building skills (with our internal and external clients)
• Strong knowledge of Microsoft Office applications
• ERP knowledge / experience
• Experience in the agricultural industry
• Experience in manufacturing sector
• Proactively resolve escalated customer issues
• Perform additional functions that may be assigned at the discretion of management
• Prior supervisory or leadership experience
• Monitor, train, coach, and mentor each direct report weekly to ensure conformance to standards and continuously improve associate performance
• Celebrate success, encourage improvement, motivate and maintain employee’ morale
• Manage by Walking Around: Being accessible and available to their team and others in the department, to guide and support them in their role of serving customers via our traditional email and inbound call channels, with a primary focus on social customer care
• Identify areas of opportunity with proposed solutions
• Handle escalated customer contacts as appropriate with composure and professionalism
• Communicate regularly and effectively to both direct reports and those support social customer care outside of regular business hours. Ensuring awareness and understanding surrounding procedure, policy changes and system upgrades
• Maintain composure during stressful situations with customers, business partners and team members
• Document employee coaching sessions, positive contributions, areas of opportunity and situations that are disciplinary in nature
• Evaluate the performance of each team member to support contributions towards the performance review process
• Monitor work time, approve payroll, approve employee’ schedule deviations and the use of personal time, all consistent with contact center norms
• Interpret, uphold and conform to department and corporate policies and procedures
• Assist in interviewing applicants and recommend hires or transfers. Recommend promotions, demotions, and discipline
• Use good judgment
• Lead by example, with dignity and respect
• Thorough knowledge of Residential, Business and Credit Customer Service policies and procedures
• Strong communication and coaching skills to continuously improve associate performance
• The ability to read and interpret performance report data (i.e., Sprinklr reports etc.)
• The ability to plan, schedule, review and evaluate work of subordinates
• BA/BS in business preferred or 5+ years of customer service and/or sales support in lieu of degree. Prior supervisory experience highly desirable
• Ability to prioritize and meet deadlines
• Ability to translate business objectives into tactical actions and make sound business decisions under time pressure
• Requires leadership, strong communication, problem solving and conflict resolution skills
• Proficiency with Windows PC applications, which includes the ability to learn new and complex computer system applications
• General understanding of Microsoft Word (read / open / write and edit documents), Microsoft Excel (read / open / write and edit spreadsheets), and Microsoft PowerPoint (read / open / write and edit presentation slides) that typically comes from daily usage
• Previous Healthcare experience
• Energizes and motivates team through positive reinforcement of department goals and objectives
• Assist Manager in achieving overall objectives in creating superior performance for the business. Communicate successes, opportunities and solutions to the Manager
• Maintains good relationships with other departments to enhance and increase overall functionality of the group
• 3 relevant experience
• 2 years ERP experience
• Lean Certification, knowledge of HOS principles and Rapid Problem Solving Training preferred
• Supervises Customer Service Representatives performing customer service activities including responding to service inquiries, retaining existing accounts, and problem resolution including, but is not limited to, hiring, training, and coaching representatives. Additionally, takes corrective action to manage performance as appropriate and ensures accurate processing of employee payroll
• Conducts side-by-side observations and quality assurance (call and case monitoring) reviews to ensure quality customer interactions and productivity procedures are followed
• Coaches and develops team members in soft skills and account management skills including, but not limited to, probing, closing, supporting, mirroring, voice inflection, benefit/value statements, active listening, call control, case management and email etiquette techniques
• Responds in a professional and courteous manner to escalated customer service concerns to reach an effective resolution. This may entail coordinating with and working through other departments, including sales, operations and accounting to resolve issues
• Manages support functions for the team ensuring access to systems such as Salesforce.com, Cisco telephone system, and other systems required by the customer service department to achieve targets/goals
• Monitors and assesses the department’s operational performance and trends to adjust activities as appropriate. Based on current and historical data ensures the most efficient use of labor while balancing quality levels of customer service
• Analyzes and understands customer needs based on customer feedback, call monitoring and various information sources. Uses information received to make recommendations to support business goals
• Provides back-up support to the customer service center to respond to calls during staffing shortages, high volume activity or as needed
• Bachelor’s Degree in Business, Communications, Sales and Marketing
• Previous experience within Republic Services
• High school diploma or G.E.D certification
• Minimum of 3 years of customer service experience
• Minimum of 1 year of supervisory experience or experience in a lead role
• Effective leadership skills with demonstrated excellence in motivating, developing and retaining frontline employees in a collaborative environment
• Ability to analyze data available, with experience working with Microsoft Excel. Microsoft Access is a plus
• Good organization and time management skills and the ability to set priorities and accomplish objectives to meet deadlines in a fast-paced, highly structured environment
• Good written and oral communication with strong interpersonal and listening skills to effectively respond to and resolve internal and external customer service requests and issues
• Successful sales experience and strong closing skills
• Ability to foster a customer service and sales attitude with team members while maintaining a positive working relationship between employees and peers
• The ability to model and promote ethical behavior
• The ability to extrapolate from historical data and current events to anticipate business needs and plan accordingly
• Supervisor the Customer Sales & Service and Export Departments. Review work schedules to ensure adequate coverage during vacations, employee, absences, and busy/backlog times. Provide direction, assistance, and/or intervention to staff to resolve issues with customers on urgent matters. Coordinate and oversee training of staff. Function as key contact for problem resolution for both customers and inside sales team
• Define and document direction for the activities of department personnel, reviewing work assignments and coordinating their activities to ensure maximum efficiency and productivity. Utilize continuous improvement tools such as value stream mapping to eliminate waste and improve efficiencies
• Assure compliance to SOX and Corporate policies
• Drive continuous improvement activities relating to customer service. Monitor and report on customer satisfaction. Act as primary investigator for CSI related to customer service. Maintain a database of issues and related causes. Recommend and implement improvement programs within the order entry teams
• Operate as first level customer contact point for sales, technical support, and service-related calls. Handle basic sales inquiries and direct calls to next level only when greater technical expertise is required. Quote instrument and accessory prices, apprise customer of current offerings (special promotions, etc.) that could enhance the sale as it relates to them, and follow up on open quotes when appropriate
• Respond to customer requests for product literature, order status information, and technical information and recommend appropriate instruments to meet application requirements. Review and recommend changes to sales literature and manuals
• Review and sign customer requests for Brookfield compliance with their purchasing policies. Fill out incoming bid requests from U.S. and state governments, universities, and industrial customers
• Provide administrative and order processing support to Process Sales and High-End Product Sales
• Interact with various departments including Finance and Production Control on a first level basis to resolve sales-related problems and to respond to delivery issues. Respond to customer concerns and questions regarding defective equipment or incorrect items shipped and refer to appropriate personnel for resolution where necessary
• Minimum five years’ experience in a customer service capacity, with three years in a supervisory role
• Experience in developing and implementing programs and guidelines
• Excellent computer skills
• Strong business administration skills: well-organized, thorough, detail-oriented, and the ability to prioritize the workload with appropriate follow-up
• Microsoft Office proficiency
• CRM and ERP management experience
• Product sales environment required
• Prior experience working in a manufacturing environment preferred
• Strong interpersonal and verbal as well as written communication skills
• Demonstrated facilitation experience: the supervisor will be leading team meetings, reporting out to business managers and directors
• Ability to foster a sense of energy, ownership, and personal commitment to the work
• Demonstrated ability to effectively train and convey concise instructions relative to new hire training, and/or ongoing training of existing Customer Service staff
• Ability to successfully and confidently convey organizational time sensitive information exuding ownership to direct reports
• Able to effectively manage remote employees
• Ability to work a flexible schedule, and travel as needed to meet business goals and objectives
• Associates Degree (2 years)
• Bachelor degree (4 years) preferred
• Minimum of three (3) years’ experience with Microsoft Office suites; especially Word, Excel and PowerPoint
• Provide for exceptional levels of customer service by anticipating critical schedule events, establishing effective follow-up, involving customer service staff in pre and post sale activities and developing effective professional communication practices with account representatives and customers
• Establish procedures to ensure effective communications between Customer Service, Scheduling and other departments. Attend production meetings to address customer and scheduling issues and communicate needs to Customer Service & Scheduling Departments. Provide employees with the tools, materials, and knowledge to accomplish the given task
• Select, train, evaluate and motive employees to attain higher productivity and quality standards
• Conduct Performance Reviews and Counselings as necessary. Provide technical assistance and expertise in daily trouble-shooting
• Maintain up-to-date procedures, documents, and training manuals to ensure accuracy and consistency of all functions.Monitor day-to-day scheduling of shift to ensure coverage during rush periods, vacations, absences, etc
• B.A./B.S in Business, Marketing or equivalent work experience with 2-3 years college course work.3-5 years business experience involving leadership in manufacturing, customer service, marketing, and sales roles
• One year of prior printing experience
• Undergraduate degree from a college or university or 4+ years of Warehouse Operations experience
• 1+ years of experience with export processes and policies
• Bilingual (Spanish and English)
• Previous experience with Antares and EWM
• Previous experience with Microsoft Office Suite
• Familiar with company policies and procedures with a strong department background (Inbound, Outbound, C&C)
• Personal computer skills and familiarity with various software packages
• Good human relations skills to develop a cooperative work relationship with others inside and outside the department
• Knowledge of safety requirements and OSHA regulations
• Minimum 2 years' experience in a leadership or senior customer service role that involves independent decision-making
• Must work well in high stress, fast-paced environment
• Proficient in the use of MS Excel
• Prior call center experience, preferred
• High School Diploma required / Bachelor's Degree preferred
• Minimum of 2 – 4 years of customer service or in store sales experience preferred
• 1-3 years of supervisory experience preferred
• Manages the daily operations of assigned team of 17-20+ customer service advocates or claims processors effectively communicates organizational strategies to engage staff and drive desired behaviors
• Utilizes effective coaching behaviors along with active management to positively reinforce employee engagement and drive for excellence in Key Performance Measurements
• Partners with the QC team to ensure learning and quality improvement barriers are removed
• Partners with short and long term capacity planners as well as the resource planning to deliver on operational and client expectations
• Understands and utilizes all Management Operating System Reporting tools to effectively drive performance measurements
• Focus on achieving key performance results and improving the overall customer experience by identifying process improvement opportunities and driving a culture of customer centricity
• Communicate clear expectations for performance and attendance, and hold staff accountable for delivering on what’s expected through individualized and ongoing performance management within the team
• Monitors individual, team to identify and act on both positive and negative trends to ensure attainment of financial and performance targets
• Works to remove barriers for staff and functions as a change leader to staff and matrix partners with regard to efficiency and quality
• Adapts communication style to effectively engage individuals/teams either face to face or virtually delivering communications positively and in support of organizational goals and objectives
• Responsible for partnering with HR on staff initiatives including compensation planning, performance management, staffing and employee relations/issues, employee recruitment, training, team and employee development
• Facilitates compliance with all corporate policies and completion of trainings
• Supports diversity by building an inclusive environment and valuing different perspectives.Stays current with external changes in the health care delivery system and makes adjustments as needed
• High School Diploma required, Bachelor's Degree preferred
• Minimum of 2 years experience in a call center or operations leadership exp
• Proficiency with computer applications and knowledge of pharmacy business preferred
• Must be proficient with Microsoft office and the ability to present to senior level leadership and must possess good presentation skills
• Leading, motivating, and developing a customer care team to deliver exceptional service
• Ensuring that resources are in place and trained so that customer issues are resolved quickly
• Tracking and managing call volume for optimal efficiency
• Maintaining the highest quality of service by monitoring employee-customer interactions and coaching the team on how to improve
• Applying policies, procedures, and guidelines appropriately and setting the example for communication skills, work ethic, and judgment
• Organization – proactively prioritized needs and effectively manages resources
• Leadership – guides individuals and groups toward desired outcomes, setting high performance standards and delivering leading quality services
• Customer orientation – establishes and maintains long-term customer relationships, building trust and respect by consistently meeting and exceeding expectations
• Tactical execution – oversees the development, deployment and direction of complex programs and processes
• Financial management – applies tools and processes to successfully manage to budget
• Project management – assesses work activities and allocates resources appropriately
• Minimum two years customer service or related experience required
• Prior supervision preferred
• Take care of our customers by driving the division’s successful execution of our FOCUS statement
• Lead and assist in achieving the company profit goals and common division operating goals
• Maximize division profitability by successfully leading the overall division quality initiatives
• Develop, implement, and continuously enhance a long-term vision for the department that incorporates the Commercial Excellence goals of the division
• Assist the division in establishing a culture of superior service that enables the division to distinguish itself from its competition
• Strategically organize departmental procedures and teammate responsibilities as well as mentor teammates in the day to day operations of the department
• Develop and manage the annual department plans, including but not limited to, realistic staffing, expenditures and wage increases for teammates
• Create and build value-producing relationships with Builders and Customers
• Provide oversight and lead internal management of orders including order acceptance, commercial review, scheduling, and change order management
• Work with peer supervisors to continually improve and elevate our individual, department, division, and group performance
• With Builder Services Manager, evaluate, oversee and manage commercial risk, commercial litigation issues, building warranty programs, back-charge negotiations, field visits, and construction services
• 3 years of commercial experience with steel or construction
• Willing and able to travel, often with short notice
• Candidates must be legally authorized to work in the US (Nucor will not sponsor the need for a visa now or in the future)
• Provide for exceptional levels of customer service by anticipating critical schedule events, establishing effective follow-up, involving customer service staff in pre and post-sale activities and developing effective professional communication practices with account representatives and customers
• Conduct Performance Reviews and Counseling’s as necessary. Provide technical assistance and expertise in daily trouble-shooting
• Maintain up-to-date procedures, documents, and training manuals to ensure accuracy and consistency of all functions
• Monitor day-to-day scheduling of shift to ensure coverage during rush periods, vacations, absences, etc
• /B.S in Business, Marketing or equivalent work experience with 2-3 years college course work.3-5 years business experience involving leadership in manufacturing, customer service, marketing, and sales roles
• Provide exemplary service for student account questions and clearly communicate student account procedures and processes
• Manage the workflow of the reception area and assist other employees with advanced customer service inquiries
• Analyze accounts for accuracy and verify tuition liability, late schedule adjustment amounts, prepare itemized statements and calculate refund amounts
• Receive and answers correspondence and route inquiries to the correct department
• Attend new student orientations and develop effective policy communication strategies; and
• Perform special projects as requested by supervisor
• A.A./A.S. degree, or equivalent work experience in business, finance, or accounting
• Experience in a customer service setting; and
• Demonstrated organizational and attention to detail abilities, and possess excellent oral and written communication skills
• Experience in a student accounts or accounts receivable office, or have an accounting background
• Familiarity with Ellucian Banner and TouchNet, or similar systems; and
• Supervisory experience; and
• Intermediate Microsoft Office proficiency
• Manage the selection, hiring, training, development, performance assessments and disciplinary actions and coaching for staff
• Provide direction regarding overall objectives and assignments to assigned team
• Provide direction to staff for complex/sensitive member and provider inquiries, concerns, complaints, appeals, and grievances
• Develop and manage relationships with direct reports
• Monitor individual and team internal metrics
• Support 7 day week call operations
• Monitor performance guarantee results as required
• Proactively orients all employees
• Identifies customer needs and responds to inquiries with knowledgeable and timely responses
• Ensures timely execution of compliance with Cigna standards for all customer types
• Identifies staff education opportunities and provides proactive training on a continuous basis
• Manages and promotes customer satisfaction
• Proactively manages the service requirements of the enterprise
• Identifies network gaps and recruits qualified employees in accordance with network needs
• Leads and provides oversight to projects or process improvement initiatives
• Creates strong working relationships with the internal departments involved in claim and call resolution, contract load, and claims audit activities, and monitoring these activities
• Serves as CIGNA advocate in external community
• Facilitate appropriate meeting participation and follow up activities
• Facilitates education and discussion on products, quality initiatives, etc. as identified
• 4 years previous management experience required
• Inventory management experience preferred
• Claim or customer service experience a plus
• Demonstrated excellent oral, written, interpersonal, analytical, and negotiation skills
• Ability to use PC software and multiple systems
• Strong understanding and experience using internet
• Understanding of medical insurance products and associated customer issues
• Minimum of 3 years of healthcare, health plan or benefits experience required preferably in a call center environment
• Minimum one year lead or supervisor experience preferred
• Minimum 2 years of health benefits or health insurance appeals experience
• Minimum 1 years of claims or claims processing experience
• Intermediate knowledge of Word and Excel is required
• Ability to search and identify resources through company Intranet and Internet
• Group Health Plans (fully insured and self-insured)
• Summary Plan Documents (SPDs) and Certificates of Coverage (COCs)
• Government programs, resources and legislation and mandates including but not limited to Affordable Care Act, FMLA, Medicaid, CHIP
• Medicare A, B, MediGap, Supplement plans, Medicare Advantage, Medicare Part D plans
• High deductible health plans including Health Reimbursement Accounts (HRAs) and Health Saving Accounts (HSAs)
• Flex Spending Accounts (FSA) , including limited FSAs
• Coordination of benefits and which plan is primary - simple and complex cases (commercial plans, Medicare plans)
• Pharmacy benefits including injectable medications
• Individual Health Plans and Exchanges' plans
• Reviewing, interpreting, and researching Explanation of Benefits (EOB's) and denial letters
• Understanding of health plan authorizations, including medical policy and claims payment guidelines to evaluate if appeals require clinical or administrative review
• Knowledge of applicable law and resources regarding confidentiality of privileged patient information and appeals administration
• Understanding of insurance carrier claims processing
• Knowledge of procedure and diagnosis coding (ICD-9, HCPCS, and CPT-4)
• Supervise a small staff in multiple locations, responsible for order control, inventory management of cable shippers, and receivers, support customer inbound receiving tasks and administrative tasks; work closely with other Business Support Supervisors and team members located with US Land
• Work with team to set goals, Evaluate and deliver performance reviews
• Participate in continual process improvement activities
• Insure process are being followed, insuring a high rate of inventory accuracy; timely submission of required paperwork for quick and accurate billing
• Bachelor’s Degree or equivalent 5-7 years related experience with 5 years of demonstrated leadership
• Knowledge in SAP Materials Management, Work Order, Order Administration processes
• Ability to resolve most complex problems with minimal assistance
• Active listening, critical thinking and time management skills
• Working knowledge with Microsoft Share point Workspace
• Experience with Manufacturing, assembly production shop floor
• Preferred ISO certification experience and positive impact it has on an organization
• Provide leadership to customer service representatives and develop growth opportunities within the Call Center
• Handle administrative functions related to Human Resources, e.g., scheduling, time-off reports, performance reviews and disciplinary actions
• Respond to Subpoena Requests
• Implement and monitor key controls and manage appropriate operational risks
• Maintain the relationship, contracts, and credit reporting to all the credit bureaus
• Regularly review department workflows, performance impacts and implementation of new processes and strategies affecting the Call Center
• Maintain reporting log with all received complaints
• Establish group policies and procedures, and recommend strategies and priorities for supporting SLA deliverables
• Prepare or review various Call Center reports, forms, correspondence, e-mail messages, logs and budget
• Ability to work hard and long when conducting research and awaiting results
• Able to react to change productively and handle other essential tasks as assigned
• Establish and maintain relationships with the company’s vendors
• Other duties, responsibilities, and job functions as assigned
• 5 years of supervisory experience (preferably in a call center)
• Strong leadership skill
• Solid interpersonal and relationship building skills
• Candidates must have knowledge of office methods and procedures
• Candidates should have the ability to handle standard office equipment (e.g. personal computer, calculator, copier, facsimile machine, scanner, microfilm reader, etc.)
• Manages and coordinates technical workforce job completion
• Oversee improvement in customer satisfaction and dispatch satisfaction
• Maintain a professional demeanor and appearance
• Ensure that dispatch personnel are effectively performing linked function between the operators and customers by monitoring the responses to customer service requests and by ensuring appropriate prioritization and dispatch of service requests to Senior Management
• Communicate with Management as needed to maximize efficiencies and resolve issues
• Monitor specific charts and daily graphs to ensure that all service calls are being managed and completed in a timely manner
• Effectively manage, plan, assign and coordinate all aspects of the customer service team
• Order entry, return material authorization, contract administration, pricing, account management, customer portal management and SIOP
• Ensure Standard Work and SOP’s are current and followed
• Utilize analytical problem solving skills, such as Six Sigma, 8-D, and root cause analysis to drive change and continuous improvement throughout the organization
• Drive customer service initiatives and Customer Centric activities to maximize the team’s customer satisfaction, reduce cycle time, reduce cost and increase quality through teaming
• Analyze and provide intake/demand information to support SIOP/forecasting
• Act as a customer focal point, responsible for the management of Key Customer relationships
• Provide customers with product, delivery, pricing and program information. Review and interpret contracts, manage customer orders and websites / portals
• Responsible for maintaining accurate customer information, pricing, and order terms and conditions
• Provide quick and accurate information to customers in a positive, professional manner
• Ensure completion of all customer requirements per contract/agreement
• Responsible for analyzing and understanding trends and evaluating effects on the business
• Seek opportunities for improvement and facilitate activities for increased overall customer satisfaction
• Act as a site resource for contract review and compliance of site purchase orders and agreements
• Bachelor’s Degree from an accredited institution required
• Minimum 5 years of experience in a customer service role
• Minimum 3 years supervisory experience managing people
• No relocation benefit is being offered for this position. Only candidates that currently reside within a 50 mile radius of the Rumford, RI location will be considered
• Master’s degree or MBA preferred
• Manufacturing environment experience
• Supervisory experience in a manufacturing environment
• Strong leadership and coaching skills. The ability to build and sustain a high performance team and to successfully communicate and develop a sense of urgency and commitment to meet team goals
• Knowledge of the Eaton Business System (EBS)
• Understands the culture of the company as it relates to Continuous Improvement, Problem Solving, and the BOS Process
• Judgment, logic, resourcefulness and creative abilities
• Sound teaming skills
• Business Acumen: ability to align tasks with the business/market environment and the strategy to meet division goals
• Computer literate with competency in Microsoft Office software programs, MRP system, and customer web based portals
• Work with other functional areas within Performance Parts to drive World Class customer service results
• Work with Equipment Branches, Service Branches, and Performance Parts sales team to increase revenue and exceed AOP
• Provide 2 hour customer resolution on all issues
• Approve price deviations
• Validate return request
• Approve credits to customers
• Provide Oracle Aftermarket Order Entry guidance and training
• Create Standard Operating Processes
• Work with Performance Parts sales team to increase revenue
• Manage [email protected] mailbox
• Assist in the development of EPC
• Must be able to work in a fast paced environment managing multiple projects
• Complete performance approvals for direct reports
• Up to 20% travel
• Bachelor’s degree in marketing, business, engineering or related field or equivalent
• Minimum 5 + years of customer relations experience
• Proficient in Oracle, Word, Excel, Outlook, Adobe Acrobat, Internet Explorer
• Ability to develop and maintain an organized and repeatable sales and ordering process
• Enthusiasm for customer service with a sense of urgency
• Ability to think through processes or issues and be solution driven
• Ability to prioritize and reprioritize quickly
• Ability to thrive in a fast paced environment. Hussmann or refrigeration product experience or knowledge a plus

Related Job Titles

• ResumeBuild
• Customer Service Supervisor

5 Amazing customer service supervisor Resume Examples (Updated 2023) + Skills & Job Descriptions

Build your resume in 15 minutes, customer service supervisor: resume samples & writing guide, employment history.

• Maintain customer service records and prepare reports
• Ensure customer service staff are up to date on product knowledge
• Ensure customer service standards are met and exceeded
• Monitor customer service staff performance and provide guidance
• Manage customer service staff schedules and assignments
• Resolve customer service issues and complaints in a timely and professional manner
• Train and onboard new customer service staff

Do you already have a resume? Use our PDF converter and edit your resume.

• Monitor customer service staff performance and provide coaching and feedback
• Monitor customer service operations to ensure compliance with applicable regulations
• Develop and implement customer service policies and procedures
• Analyze customer feedback and recommend changes to improve customer service

Virginia Kelly

• Develop customer service goals and objectives
• Monitor customer service staff performance and provide constructive feedback
• Develop and maintain relationships with customers

Zane Turner

Professional summary.

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Table of Content

• Introduction
• Resume Samples & Writing Guide
• Resume Example 1
• Resume Example 2
• Resume Example 3
• Resume Example 4
• Resume Example 5
• Jobs Description
• Jobs Skills
• Technical Skills
• Soft Skills
• How to Improve Your Resume
• How to Optimize Your Resume
• Cover Letter Example

customer service supervisor Job Descriptions; Explained

If you're applying for an customer service supervisor position, it's important to tailor your resume to the specific job requirements in order to differentiate yourself from other candidates. Including accurate and relevant information that directly aligns with the job description can greatly increase your chances of securing an interview with potential employers. When crafting your resume, be sure to use action verbs and a clear, concise format to highlight your relevant skills and experience. Remember, the job description is your first opportunity to make an impression on recruiters, so pay close attention to the details and make sure you're presenting yourself in the best possible light.

customer service supervisor

• Investigate customer’s problems and find solutions that can’t be resolved by agents,
• Train agents on how to adequately address problems via telephone or email,
• Monitor all agents in the Call Center and Redemption Centers in the stores also with weekly store visits,
• Supervise customer service managerial staff,prepare assessments and evaluation forms for new agents,
• Responsible for opening Call Center when I’m on morning shifts,
• Keep abreast of new company products and services,Extensive knowledge of the casino and customer backends and all systems,
• Work with management on customer service initiatives.
• I work at the customer service desk
• Manage the front end
• Monitoring the team’s performance
• Helping with training and development
• Handles complaints
• Counts cash office and does bank deposits.

senior customer service supervisor

• Directed team of 11 full-time employees.
• Supervised customer service team in Sydney while prepping full-time Supervisor to take over duties. 
• Identified issues with proactive approach and resolved or escalated problems.  
• Led customer product implementation projects and conducted training. 
• Set and managed schedules to give proper coverage to required areas and meet customer service demands.  
• Built, managed and coached in-sourced and outsourced team, implementing training programs to improve efficiency and productivity.
• Handled customer complaints, resolved issues and adjusted policies to meet changing needs.  
• Resolve customer complaints or answer customers’ questions regarding policies and procedures. This was both over the phone and in person. 
• Expedite customer’s wait time in line.
• Make returns, refunds and exchanges.
• Handled bulk orders for schools, hotels and small businesses. 
• Multitask all the above and provide excellent customer service!
• Supervise the work of customer service employees to ensure adherence to quality standards and proper procedures, correcting errors or problems.
• Review records or reports pertaining to activities such as production to monitor work activities, or evaluate performance.
• Count out registers and safe at the end of the night. Also familiar with opening safe counts and deposit counts.
• Monitored employee performance and provided coaching and constructive guidance to address areas of concern. 

customer service supervisor Job Skills

For an customer service supervisor position, your job skills are a key factor in demonstrating your value to the company and showing recruiters that you're the ight fit for the role. It's important to be specific when highlighting your skills and ensure that they are directly aligned with the job requirements, as this can greatly improve your chances of being hired. By showcasing your relevant skills and experience, you can make a compelling case for why you're the best candidate for the job.

How to include technical skills in your resume:

Technical skills are a set of specialized abilities and knowledge required to perform a particular job effectively. Some examples of technical skills are data analysis, project management, software proficiency, and programming languages, to name a few. Add the technical skills that will get hired in your career field with our simple-to-use resume builder. Select your desired resume template, once you reach the skills section of the builder, manually write in the skill or simply click on "Add more skills". This will automatically generate the best skills for your career field, choose your skill level, and hit "Save & Next."

• Time Management
• Problem Solving
• Decision Making
• Critical Thinking
• Adaptability
• Organization
• Public Speaking
• Negotiation
• Conflict Resolution
• Attention to Detail
• Self-Motivation
• Stress Management
• Collaboration

How to include soft skills in your resume:

Soft skills are non-technical skills that relate to how you work and that can be used in any job. Including soft skills such as time management, creative thinking, teamwork, and conflict resolution demonstrate your problem-solving abilities and show that you navigate challenges and changes in the workplace efficiently. Add competitive soft skills to make your resume stand-out to recruiters! Simply select your preferred resume template in the skills section, enter the skills manually or use the "Add more skills" option. Our resume builder will generate the most relevant soft skills for your career path. Choose your proficiency level for each skill, and then click "Save & Next" to proceed to the next section.

• Communication
• Interpersonal
• Strategic Thinking
• Emotional Intelligence
• Flexibility
• Reliability
• Professionalism
• Computer Literacy
• Data Analysis
• Project Management
• Customer Service
• Presentation
• Written Communication
• Social Media
• Troubleshooting
• Quality Assurance
• Supervisory
• Risk Management
• Database Management
• Documentation
• Financial Management
• Visualization
• Business Acumen
• Process Improvement
• Relationship Management.

How to Improve Your customer service supervisor Resume

Navigating resume pitfalls can mean the difference between landing an interview or not. Missing job descriptions or unexplained work history gaps can cause recruiters to hesitate. Let's not even talk about the impact of bad grammar, and forgetting your contact info could leave your potential employer hanging. Aim to be comprehensive, concise, and accurate.

Xaviera Thompson

Unexplained year gaps and missing job experiences are a no-no, gaps in your resume can prevent recruiters from hiring you if you don't explain them..

• It's okay to have gaps in your work experience but always offer a valid explanation instead of just hiding it.
• Use the gap to talk about positive attributes or additional skills you've learned.
• Be honest and straightforward about the gap and explain it using a professional summary.

How to Optimize Your customer service supervisor Resume

Keep an eye out for these resume traps. Neglecting to detail your job roles or explain gaps in your career can lead to unnecessary doubts. Grammar blunders can reflect negatively on you, and without contact information, how can employers reach you? Be meticulous and complete.

• Moniter cusotmer service staff performance and provide guidiance
• Developd and maintiain relationships with customers
• Developd and implement custoemr service policies and proceduers
• Mointor customer service staff performance and provide constructive feedback
• Manage customer service staff scheduless and assignements
• Mointor customer service staff performance and provide coaching and feedback.
• Maintian customer service operations to ensure compliance with applicable regulations
• Maintian customer service records and prepare reportses
• Monitor customer service staff performence and provide coaching and feedbacks

Avoid Spelling Mistakes and Include your Contact Information

Missing contact information prevents recruiters from understanding you're the best fit for the position..

• Make sure you're not missing contact information on your resume. That should include your full name, telephone number and email address.
• Make sure to use a professional email address as part of your contact information.
• Highlight your contact information and double check that everything is accurate to help recruiters get in touch with you.

customer service supervisor Cover Letter Example

A cover letter can be a valuable addition to your job application when applying for an customer service supervisor position. Cover letters provide a concise summary of your qualifications, skills, and experience, also it also gives you an opportunity to explain why you're the best fit for the job. Crafting a cover letter that showcases your relevant experience and enthusiasm for the Accounts Payable role can significantly improve your chances of securing an interview.

Esteemed Recruitment Team

I am writing to express my interest in the Senior Customer Service Supervisor role at General Electric. As a Customer Service Supervisor with 5 years of experience in Administrative & Clerical, I am confident that I have the necessary skills and expertise to succeed in this position.

As someone who has faced challenges in various areas of my life and has overcome them, I am confident in my ability to adapt and thrive in any environment. I have developed a reputation for being a collaborative team player and an effective problem solver, which has been instrumental in my career's success. With my experience and passion for Administrative & Clerical, I am excited to apply my skills to this role and contribute to your organization's growth and success.

Thank you for considering my application for the Senior Customer Service Supervisor role. I am very passionate about this field and possess a deep understanding of the industry so, I am thrilled about the opportunity to contribute to your organization's success.

Showcase your most significant accomplishments and qualifications with this cover letter. Personalize this cover letter in just few minutes with our user-friendly tool!

Related Resumes & Cover Letters

Contemporary

Professional

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Customer Service Supervisor Job Description

A customer service supervisor oversees, leads, and trains a company’s service staff. Customer service supervisors investigate and solve product and service complaints. Also known as customer service manager.

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Customer Service Supervisor Job Description Template

We are looking to hire an exemplary customer service supervisor to coach our service staff to deliver exceptional customer service. The customer service supervisor will build a strong team and shape staff behaviors to accomplish desired results. You will play a collaborative role in growing and implementing standards and processes. You will maintain documentation such as correspondence and operational records, and communicate promotional offers to customers.

To ensure success you need to employ prudence and tact in interacting with others and be focused on customer and staff retention. Preferred candidates are able to perform to a high level of accuracy, and are meticulous and organized.

Customer Service Supervisor Responsibilities:

• Overseeing and assessing customer service staff activities, and providing them with regular performance-related feedback.
• Strategizing and monitoring the daily activities of customer service operations.
• Assisting customer service staff with duties where required.
• Training staff in areas of customer service and company policies.
• Managing cashier coverage and customer flow to ensure proficient customer service.
• Monitoring and authenticating returns, exchanges, and voids.
• Investigating and solving customer service complaints.
• Assisting with the development and implementation of service policies, and explaining these to staff and customers.
• Maintaining documentation pertaining to customer service department activities.
• Performing additional duties where needed.

Customer Service Supervisor Requirements:

• High school diploma, GED, or suitable equivalent.
• 2+ years of work experience in a similar position.
• Proficient knowledge of customer service, and standard office practices and procedures.
• Proficient computer skills.
• Proficient standard office equipment skills.
• Outstanding communication skills, both written and verbal.
• Strong people skills.
• Excellent phone etiquette.
• Outstanding organizational skills.
• Available to work shifts.

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Call center manager job description, call center supervisor job description, customer service manager job description, customer service supervisor interview questions, call center manager interview questions, call center supervisor interview questions, customer service manager interview questions.

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Customer Service Manager Resume Template

Download in google doc, word or pdf for free. designed to pass resume screening software in 2022., customer service manager resume sample.

The customer service manager is an integral role on any customer-facing team. Customer service managers can work in a variety of industries. They are responsible for leading the customer service team, ensuring customer ratings are trending positively, revamping customer service protocols, training new staff, and more. To become a customer service manager, you’ll need some critical soft skills and experience. Generally, hiring managers will look for a candidate with a minimum of an associates degree in business, communications, or another related field. However, those with a high school diploma could be considered if they have a lot of experience. Previous customer service and support experience is required to land this role. Candidates should be comfortable working face-to-face with customers, excellent problem solvers, and goal oriented.

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Recruiter Insight: Why this resume works in 2022

Tips to help you write your customer service manager resume in 2024,    highlight your leadership skills.

As a customer service manager, you will train and guide junior-level customer service staff. For this reason, you should highlight your ability to mentor and lead others. Maybe you volunteer with tutoring teens, or maybe a previous job has asked you to step up as a leader. In any case, all leadership experience you have should be clearly highlighted on your resume.

   Showcase your experience improving customer service metrics

Metrics are very important benchmarks to understand in customer service. As the customer service manager, you will be asked to help improve your team’s metrics, like customer satisfaction or NPS. For this reason, it’s important to show off any experience you have improving a team’s numbers or helping a team meet a new goal.

When applying for a customer service manager role, keep in mind what differentiates a manager from a representative. A customer service manager must not only be adept at prioritizing customer satisfaction and needs, but also at strategizing and implementing operational improvements to ensure a smooth and painless customer journey. They should be confident in leadership roles and understand how to manage and motivate a team of customer service representatives. This resume highlights the applicant’s experience in exactly those areas.

   Leadership-oriented work experience, essential for customer service managers

Customer service managers aren’t simply managing customers -- they’re also managing a team of representatives and ensuring that they function like a well-oiled machine. If you’re applying for a customer service manager level role, it’s important to call attention to your capacity for leading such a team. This applicant does so in the bullet points of their work experience and also includes quantifiable metrics, noting that they enhanced team performance and increased team efficacy rate by 15%, with higher job satisfaction reported amongst staff.

   Detailed bullet points with measurable results, using metrics core to customer support

When applying to a senior level role such as this one, you should make sure to convey the impact of your contributions in your work experience. This applicant has numeric metrics in practically every line of their work experience, with detailed descriptions of their role and responsibilities in organizing, enhancing, or facilitating customer satisfaction (e.g. providing 7 innovative ideas, 3 of which are implemented and successful; organized meetings...with a 95% success rate on new client projects)

Customer Relations Manager Resume Sample

Operations manager resume sample.

As a career coach and hiring manager who has worked with companies like Amazon, Zappos, and Zendesk, I've seen firsthand what makes a great customer service manager resume stand out. The following tips will help you craft a compelling resume that showcases your skills and experience in the best possible light.

   Highlight your leadership experience

Employers want to see that you have experience leading and managing teams. Use specific examples to demonstrate your leadership skills:

• Led a team of 15 customer service representatives, resulting in a 20% increase in customer satisfaction scores
• Implemented a new training program that reduced average call handle time by 30 seconds
• Coached and mentored 5 junior team members, resulting in 2 promotions within 6 months

Avoid generic statements that don't provide any real insight into your abilities:

• Managed a team of customer service representatives
• Responsible for training and development

   Emphasize your problem-solving skills

Customer service managers are often faced with complex problems that require creative solutions. Use your resume to showcase your problem-solving abilities:

• Developed a new escalation process that reduced customer complaints by 25%
• Identified and resolved a recurring issue with the company's CRM system, saving an estimated $10,000 per month in lost productivity
• Created a troubleshooting guide for common customer issues, reducing average handle time by 2 minutes

Avoid vague statements that don't demonstrate your impact:

• Handled customer complaints and issues
• Troubleshot technical problems

   Quantify your achievements

Whenever possible, use numbers and metrics to quantify your achievements. This helps employers understand the impact you've had in your previous roles:

• Increased customer retention rate from 75% to 90% over a 6-month period
• Reduced average call wait time from 5 minutes to 2 minutes, resulting in a 15% increase in customer satisfaction scores
• Implemented a new upselling strategy that increased revenue by $500,000 annually

Avoid using subjective or vague language to describe your accomplishments:

• Significantly improved customer satisfaction scores
• Greatly reduced call wait times
• Substantially increased revenue through upselling

   Tailor your resume to the job description

Every company has different needs and priorities when it comes to customer service. Tailor your resume to the specific job you're applying for by highlighting the skills and experience that are most relevant:

• If the job description emphasizes technical support skills, focus on your experience troubleshooting complex issues and working with various software systems
• If the company values customer retention, highlight your success in reducing churn rates and increasing customer loyalty
• If the role requires managing a large team, emphasize your leadership experience and ability to coach and develop others

Avoid using a generic, one-size-fits-all resume that doesn't speak directly to the company's needs:

Customer service professional with 10+ years of experience managing teams and improving customer satisfaction. Skilled in problem-solving, communication, and leadership.

   Showcase your industry knowledge

Employers want to know that you understand their business and the challenges they face. Use your resume to demonstrate your knowledge of the industry and how you've applied it in your previous roles:

• Implemented a new customer feedback system based on best practices from the retail industry, resulting in a 20% increase in survey response rates
• Developed a training program for new hires that incorporated the latest research on effective communication techniques in the healthcare industry
• Created a set of customer service standards based on benchmarks from top-performing companies in the technology sector

Avoid using generic language that could apply to any industry:

• Improved customer satisfaction through effective communication and problem-solving
• Trained new hires on company policies and procedures

   Highlight your soft skills

While technical skills are important for customer service managers, soft skills are equally critical. Use your resume to showcase your ability to communicate effectively, lead teams, and build relationships:

• Collaborated with cross-functional teams to develop and implement a new customer onboarding process, resulting in a 25% increase in customer retention
• Mediated conflicts between team members and customers, resulting in a 90% resolution rate and improved team morale
• Built strong relationships with key stakeholders across the organization, resulting in increased support for the customer service department and its initiatives

Avoid using cliched or overused phrases to describe your soft skills:

• Strong communication skills
• Team player
• Detail-oriented

By following these tips and showcasing your skills and experience in a compelling way, you'll be well on your way to landing your next customer service manager role.

Writing Your Customer Service Manager Resume: Section By Section

  summary.

While a resume summary is optional, it can be a powerful way to introduce yourself and highlight your most relevant qualifications for a customer service manager position. A well-crafted summary can grab the attention of hiring managers and showcase your unique value proposition. However, it's crucial to avoid using an objective statement, as they are outdated and fail to focus on what you can offer the company.

When writing your summary, tailor it specifically to the customer service manager role and the company you're targeting. Emphasize your key strengths, experiences, and achievements that align with the position's requirements. Keep it concise, typically no more than 3-4 sentences, and make sure it complements rather than repeats information already present in other sections of your resume.

To learn how to write an effective resume summary for your Customer Service Manager resume, or figure out if you need one, please read Customer Service Manager Resume Summary Examples , or Customer Service Manager Resume Objective Examples .

1. Highlight your customer service expertise

Your summary should showcase your expertise in customer service and how it aligns with the manager position. Consider the following examples:

• Customer service professional with 5+ years of experience in various industries
• Experienced in handling customer complaints and resolving issues

While these examples mention customer service experience, they lack specificity and fail to demonstrate leadership skills. Instead, try something like:

• Customer service leader with 5+ years of experience managing teams in fast-paced call center environments
• Proven track record of implementing training programs that increased customer satisfaction ratings by 20%

By highlighting your leadership experience and quantifiable achievements, you show that you have the skills necessary to excel as a customer service manager.

2. Tailor your summary to the company's needs

To make your summary more impactful, research the company and tailor your statement to their specific needs and values. For example:

Customer service manager with 7+ years of experience seeking a challenging role in a fast-paced environment. Skilled in training, coaching, and motivating teams to exceed performance goals.

While this summary mentions relevant skills, it feels generic and could apply to any customer service manager position. Instead, consider tailoring it to the company:

Customer-centric leader with 7+ years of experience seeking to leverage expertise in training and continuous improvement to contribute to [Company Name]'s mission of providing exceptional support. Proven ability to motivate teams, optimize processes, and exceed performance goals, resulting in a 15% increase in customer retention.

By mentioning the company's name and mission, as well as highlighting a specific achievement that aligns with their goals, you demonstrate a genuine interest and show how you can add value to their organization.

  Experience

Your work experience section is the core of your resume. It's where you show hiring managers what you've accomplished and what makes you a great fit for the role. In this section, we'll break down everything you need to know to write a strong work experience section on your customer service manager resume.

1. Focus on your customer service achievements

Many job seekers make the mistake of simply listing their job duties and responsibilities in their work experience section. While this gives hiring managers an idea of what you did in your previous roles, it doesn't tell them how well you performed or what kind of results you achieved.

To make your resume stand out, focus on highlighting your accomplishments and the impact you made in each role. Quantify your achievements whenever possible, using metrics such as:

• Increased customer satisfaction ratings by 25% within 6 months
• Reduced average call handling time by 20% through process improvements
• Trained and mentored a team of 15 customer service representatives

2. Use strong, industry-specific action verbs

When describing your work experience, use strong action verbs that are specific to the customer service industry. This helps hiring managers quickly understand the scope of your responsibilities and the impact you made in each role.

Examples of strong action verbs for a customer service manager resume include:

• Implemented
• Streamlined

Avoid using generic or overused verbs like "helped" or "assisted". Instead, choose verbs that paint a clear picture of your contributions and leadership abilities.

3. Tailor your experience to the job description

One of the biggest mistakes job seekers make is using the same generic resume for every job application. To increase your chances of landing an interview, it's important to tailor your resume to each specific job you apply for.

Start by carefully reading the job description and noting the key skills, qualifications, and experience the employer is looking for. Then, look for ways to highlight your relevant experience and accomplishments in your work experience section.

Customer Service Manager, ABC Company Responsible for managing a team of customer service representatives. Handled customer inquiries and complaints. Trained new hires.

While this example lists some relevant responsibilities, it doesn't provide any context or highlight the candidate's specific contributions. Here's a better example:

Customer Service Manager, ABC Company Led a team of 20 customer service representatives, implementing new training programs that increased customer satisfaction ratings by 30%. Streamlined processes to reduce average call handling time by 25%. Collaborated with cross-functional teams to develop and launch a new customer loyalty program.

4. Highlight your career progression

As a customer service manager, hiring managers want to see that you have a track record of growth and advancement within the field. If you've held multiple positions or received promotions within the same company, make sure to highlight this in your work experience section.

One way to do this is by grouping your experience under each company, with your most recent position listed first. For example:

ABC Company Senior Customer Service Manager (2018-Present) - Achievements/responsibilities Customer Service Manager (2016-2018) - Achievements/responsibilities Customer Service Representative (2014-2016) - Achievements/responsibilities

This format makes it easy for hiring managers to see your career progression and understand how you've grown and developed within the customer service field.

  Education

The education section of your customer service manager resume should be concise yet impactful. It's an opportunity to showcase your relevant academic background and certifications that qualify you for the role. Here are some key tips to keep in mind when writing this section:

1. Put education at the top if you're a recent grad

If you've graduated within the last few years and your education is your strongest qualification, place the education section above your work experience. This is especially important if you have limited professional experience in customer service management.

Here's an example of how to format your education when you're a recent graduate:

Bachelor of Science in Business Administration University of Arizona, Tucson, AZ Graduation Date: May 2022 GPA: 3.8/4.0 Relevant Coursework: Customer Relationship Management, Service Operations Management, Business Communications

2. Keep education brief if you're a seasoned professional

For customer service managers with several years of work experience, the education section should be concise. Hiring managers will be more interested in your professional accomplishments than your academic background.

Here are some examples of what not to include:

• High school diploma if you have a college degree
• Graduation dates if they were more than 10 years ago
• Irrelevant coursework or extracurricular activities

Instead, focus on your degree, university, and any relevant certifications:

MBA, Marketing Concentration Georgetown University B.A., Communications University of Michigan

3. Include relevant certifications in customer service

In addition to your formal education, include any professional certifications you've earned that are relevant to customer service management. These can demonstrate your expertise and commitment to the field.

Some examples of relevant certifications include:

• Certified Customer Service Professional (CCSP)
• Call Center Management Certification
• Certified Client Service Specialist (CCSS)

If you have multiple certifications, consider creating a separate "Certifications" section to keep your education section streamlined.

  Skills

The skills section of your resume is where you highlight your top abilities that are relevant to the customer service manager role. It's an opportunity to show the hiring manager, at a glance, that you have the right mix of skills to excel in the position.

Many companies today use Applicant Tracking Systems (ATS) to automatically scan resumes for specific skills they're looking for. Tailoring your skills section to include relevant keywords from the job description can help your resume pass through these filters and land on the hiring manager's desk.

1. Identify key customer service skills

Before you start listing your skills, take a close look at the job description. Make a list of the key skills and qualifications the employer is looking for in a customer service manager.

Some common customer service manager skills include:

• Customer service
• Team leadership
• Conflict resolution
• Problem-solving
• Communication
• Time management
• CRM software (e.g. Salesforce, Zendesk)

Once you have your list, match your own skills and experiences to the ones the employer is seeking. These are the skills you'll want to highlight in your skills section.

2. Categorize your skills

To make your skills section easy to scan, consider grouping your skills into categories. This helps the hiring manager quickly see that you have the right mix of skills for the role.

For example, you might have categories like:

• Customer Service : Conflict resolution, empathy, active listening
• Leadership : Team management, coaching, performance reviews
• Technical : Zendesk, Salesforce, Microsoft Office

Grouping related skills together paints a clearer picture of your overall skill set and makes your resume more impactful.

3. Focus on hard skills over soft skills

While soft skills like communication and problem-solving are important for customer service managers, your skills section should primarily focus on your hard skills. These are the specific, teachable abilities you have that qualify you for the role.

Skills: Communication, leadership, hardworking, dedicated, problem-solving, detail-oriented

The example above is full of overused, generic soft skills that don't really tell the hiring manager anything about your actual qualifications. Instead, focus on listing concrete skills, tools, and knowledge areas:

Skills: Customer Service : Complaint resolution, customer retention, upselling Leadership : Performance reviews, coaching, team building Technical : Zendesk, Salesforce, Hootsuite, Google Analytics

4. Be specific and use industry terms

The more specific you are with your skills, the more convincing you'll be as a candidate. Use industry-specific terminology where appropriate to show your domain knowledge.

For example, instead of just listing 'data analysis', get more granular:

• Customer satisfaction metrics
• Net Promoter Score (NPS)
• Average handle time (AHT)
• First call resolution (FCR)

Using terms that are common in the customer service industry signals to the hiring manager that you understand the field and would need less training to get up to speed.

Skills For Customer Service Manager Resumes

Here are examples of popular skills from Customer Service Manager job descriptions that you can include on your resume.

• Troubleshooting

Customer Service

• Salesforce.com
• Technical Support
• Social Media
• Customer Relationship Management (CRM)
• Microsoft Access
• Contact Centers

Skills Word Cloud For Customer Service Manager Resumes

This word cloud highlights the important keywords that appear on Customer Service Manager job descriptions and resumes. The bigger the word, the more frequently it appears on job postings, and the more likely you should include it in your resume.

How to use these skills?

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•  Find the Customer Service Manager skills your resume is missing.

•  Get rid of hidden red flags the hiring managers and resume screeners look for.

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Customer Service Manager Resumes

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Customer Service Representative Job Description

4 min read · Updated on September 02, 2021

In order to ensure your professional resume will support your goals, use this customer service representative job description to inform what you should highlight on your resume.

By reviewing job description examples for customer service representatives, you'll be able to identify what technical and soft skills , credentials, and work experience matter most to an employer in your target field.

Customer service representative job description

The Customer Service Representative attracts potential customers by answering product and service questions; suggesting information about other products and services. Process orders, prepare correspondences and fulfill customer inquiries to ensure customer satisfaction.

Requires a high school diploma or equivalent and 0-3 years of experience in the field or in a related area. Has knowledge of commonly-used concepts, practices, and procedures within a particular field. Rely on instructions and pre-established guidelines to perform the functions of the job. Works under immediate supervision. Primary job functions do not typically require exercising independent judgment. Typically reports to a supervisor or manager. The target is to ensure excellent service standards and maintain high customer satisfaction.

Customer service representative duties:

Open and maintain customer accounts by recording account information

Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution

Maintain financial accounts by processing customer adjustments

Recommend potential products or services to management by collecting customer information and analyzing customer needs

Prepare product or service reports by collecting and analyzing customer information

Contribute to team effort by accomplishing related results as needed

Manage large amounts of incoming calls

Generate sales leads

Identify and assess customers' needs to achieve satisfaction

Build sustainable relationships of trust through open and interactive communication

Provide accurate, valid, and complete information by using the right methods/tools

Meet personal/team sales targets and call handling quotas

Handle complaints, provide appropriate solutions and alternatives within the time limits, and follow up to ensure resolution

Keep records of customer interactions, process customer accounts, and file documents

Follow communication procedures, guidelines, and policies

Go the extra mile to engage customers

Resolve customer complaints via phone, email, mail, or social media

Use telephones to reach out to customers and verify account information

Greet customers warmly and ascertain problem or reason for calling

Cancel or upgrade accounts

Assist with placement of orders, refunds, or exchanges

Advise on company information

Take payment information and other pertinent information such as addresses and phone numbers

Place or cancel orders

Answer questions about warranties or terms of sale

Act as the company gatekeeper

Suggest solutions when a product malfunctions

Handle product recalls

Attempt to persuade customer to reconsider cancellation

Inform customer of deals and promotions

Sell products and services

Utilize computer technology to handle high call volumes

Work with customer service manager to ensure proper customer service is being delivered

Close out or open call records

Compile reports on overall customer satisfaction

Read from scripts

Handle changes in policies or renewals

Customer service representative requirements:

Proven customer support experience

Track record of over-achieving quota

Strong phone contact handling skills and active listening

Familiar with CRM systems and practices

Customer orientation and ability to adapt/respond to different types of characters

Excellent communication and presentation skills

Ability to multitask, prioritize and manage time effectively

High school diploma or equivalent; college degree preferred

Customer service representative skills & proficiencies:

Customer Service Skills

Product Knowledge

Quality Focus

Market Knowledge

Documentation Skills

Listening Skills

Phone Skills

Resolving Conflict

Negotiation

Positive Attitude

Attention to Detail

People Oriented

Problem Solving

Organizational Skills

Adaptability

Ability to Work Under Pressure

Computer Skills

Recommended Reading:

How to Tailor Your Resume to a Specific Job Description

Customize Your Resume to Stand Out From the Crowd

What's an ATS-Friendly Resume? And How to Write One

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Why a Simple Resume Layout is a Successful Resume

Software Developer Top Needed Skills

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Customer Service Supervisor

Job summary:.

The Customer Service Supervisor will oversee and assist customer service employees in the performance of their job duties such as responding to customer inquiries and resolving issues or complaints.

Supervisory Responsibilities:

• Hires entry-level customer service employees.
• Trains new employees in the companys customer service policies, procedures, and best practices.
• Organizes and oversees the schedules and work of assigned staff.
• Conducts performance evaluations that are timely and constructive.
• Handles discipline and termination of employees as needed and in accordance with company policy.

Duties/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.
• Prepares monthly reports summarizing the assigned customer service teams performance.
• 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.
• Assists with budget preparation for the Customer Service department.
• Performs other related duties as assigned.

Required Skills/Abilities:

• Excellent management and supervisory skills.
• Excellent verbal and written communication skills.
• Extensive knowledge of customer service procedures and principles.
• Organized with attention to detail.
• Ability to resolve customer complaints and issues while maintaining a professional and calm demeanor.
• Ability to coach and mentor customer service representatives.
• Proficient in Microsoft Office Suite or related software.

Education and Experience:

• Bachelors degree preferred.
• At least three years of customer service experience required.
• Previous experience in a supervisory role preferred.

Physical Requirements:

• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.

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Rising Demand for Workforce AI Skills Leads to Calls for Upskilling

As artificial intelligence technology continues to develop, the demand for workers with the ability to work alongside and manage AI systems will increase. This means that workers who are not able to adapt and learn these new skills will be left behind in the job market.

Employers Want New Grads with AI Experience, Knowledge

A vast majority of U.S. professionals say students entering the workforce should have experience using AI and be prepared to use it in the workplace, and they expect higher education to play a critical role in that preparation.

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Artificial Intelligence in the Workplace

​An organization run by AI is not a futuristic concept. Such technology is already a part of many workplaces and will continue to shape the labor market and HR. Here's how employers and employees can successfully manage generative AI and other AI-powered systems.

HR Daily Newsletter

New, trends and analysis, as well as breaking news alerts, to help HR professionals do their jobs better each business day.

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