Job Title: Customer Service Supervisor
Pay Type: Exempt
Department: Customer Care Director
Reports to: Customer Service Supervisor
The Customer Service Supervisor is expected to consistently demonstrate the highest level of competency in all areas where Alpha has engagement with the customer. They should provide a high degree of leadership through direct involvement in daily operations and participate in and being a leader of larger, cross-functional activity. They should be strong in helping develop and implement any/all processes required to meet the needs of our customers. This position will be responsible for providing strategic leadership and setting annual team objectives that align with the broader strategy of delivering world-class customer service.
Summary of Responsibilities:
Directs and enables team to implement reliable and consistent service and support practices.
Analyze and monitor team goals and direct corrective actions needed to ensure targets are attained.
Monitor and analyze team's capacity and priorities. Implement and monitor a staffing strategy appropriate to the needs of our customers.
Ensures timely and accurate order and service fulfillment information is maintained, updated and readily available to customer-facing teams.
Responsible for successful screening, hiring and on-boarding for new employees.
Responsible for writing and delivering performance reviews and managing individual performance and professional development for 10-15 direct reports; including coaching, development and progressive disciplinary actions as needed.
Responsible for implementing and monitoring data collection processes to drive continuous improvements throughout the organization related to quality and service metrics.
Create and share reports to summarize progress for service/support success. Deliver various process-performance reports to key internal partners to drive the customer experience and ensure integration within the organization.
Actively collaborate across departments to improve cross-functional processes and outcomes which affect customers.
Manage call/email routing and quality monitoring system to optimize the customer experience.
Assist customer service team in troubleshooting customer based issues in the areas of order placement, production scheduling and quality complaints; with the objective of solving customer inquiries within the CS team environment.
Work with the sales team on overall customer relationship management in accordance with the strategic plans for specific accounts. This includes customer facing activity such as visits, conference calls and reports.
Assure team is properly communicating scheduling changes to our customers.
Assure team is properly trained on products such that available inventory is identified to service customer demand and optimize sales potential.
Responsible for enforcement of company order policies.
Creating a culture within the customer service group that improves customer relationships, improves communication, and ultimately increases sales.
May be required to perform other duties as requested, directed or assigned.
Education and Experience:
Bachelor's Degree in business relevant curriculum
Minimum of five years supervisor related experience or equivalent combination of education and experience
Must have a proven track record of managing high performing teams and drive for continuous improvement
Experience with Microsoft Office, and Access Systems
Job Knowledge, Skills and Abilities:
Must have a proven track record of managing high performing teams and drive for continuous improvement.
Excellent oral and written communication skills; ability to communicate and work well with supervisors, employees, colleagues and individuals inside and outside of the company.
Operates with a "service oriented" mindset when approaching responsibilities; demonstrates a high willingness to "assist" others regardless of their level in the organization or their personal skill set/competencies.
Superior decision making and analytical abilities.
Consistent ability to prioritize responsibilities and work effectively while dealing with a variety of requests throughout the day.
Must be open and flexible to changes, ideas and/or best practices from management and peers; utilization of a team approach in all aspects of performance is essential.
Experience with Microsoft applications.
Ability to travel up to 10%.
Physical Demands and Working Conditions: