Supervisor Customer Service

Team Leadership:

• Manage and lead a team of Customer Care Representatives, ensuring high performance and achieving team goals.
• Mentor and coach the team, fostering an environment of trust, collaboration, and teamwork.
• Conduct regular team meetings and one-on-one sessions to ensure alignment with company goals.
• Provide career development opportunities and performance reviews for team members.

Operational Excellence:

• Oversee the daily fulfillment of customer orders, ensuring accuracy, timeliness, and compliance with procedures.
• Conduct root cause analysis to resolve customer issues and ensure long-term solutions are implemented.
• Continuously improve processes through Practical Process Improvement (PPI) methodologies, leading initiatives that enhance productivity and efficiency.

Customer Satisfaction:

• Act as a Customer Allegiance (CAS) ambassador, ensuring positive customer experiences and building strong relationships with internal and external stakeholders.
• Support sales and marketing teams by providing functional expertise, and assist in customer visits when needed.
• Act as a trusted business partner, working closely with cross-functional teams to align with business strategies and drive organic growth.

Compliance & Reporting:

• Ensure strict adherence to company policies, service level agreements, and ethical guidelines.
• Regularly review Key Performance Indicators (KPIs) and take corrective actions to meet or exceed business objectives.
• Maintain accurate documentation for audit purposes and share internal communications regarding customer experience initiatives.

Collaboration:

• Engage with cross-functional leaders to foster strong relationships and ensure seamless collaboration.
• Be involved in customer experience projects and initiatives that align with overall company objectives