Customer Service - Customer Service Supervisor

TOGETHER, WE SAVE LIVES

Overview

Provides daily supervision of Customer Service Representatives providing support for all customer business requests received through phone, fax, or e-mail. Supervises the timely and accurate processing of customer contacts within established policies, procedures, and directives.

Responsibilities

Develop, implement, and supervise procedures in the daily management of: Onboarding new hires and job training B2C Orders Returns and related requests Information requests Order fulfillment Customer account set-up Importing and reconciliation of order imports Contact handling procedures Implement and monitor adherence to key performance metrics (KPI) to measure: Accurate and timely order entry Contact responsiveness Customer satisfaction Order fill and shipping performance to commitment Phone answer rates Reviewing metrics with employees/management -daily, weekly, and monthly basis Alignment of Customer Service organization to outside Sales Representative groups or similar geographic territories to insure: Key account management Customers advocacy Cross-functional communication Develop and implement action plans to decrease: Order entry errors Returns Shipping errors Billing errors Cancelation request Other duties as assigned or necessary for the overall well-being of the department or company, including oversight in the absence of the Customer Service Manager. Supervises a team of Customer Service Representatives. Responsible for the professional development, coaching, counseling, corrective actions, and training of personnel assigned

Qualifications

Minimum two (2) years supervisory experience or proven leadership in a team environment. Three (3) years customer service experience required. Associates Degree in a business related field or three (3) years additional equivalent combination of work experience or education required. Intermediate knowledge of MS Office: Word, Excel, Outlook is required. Intermediate knowledge of ERP systems and processes. Intermediate knowledge of CRM systems and processes. Ability to lead a team in a fast-paced environment. Intermediate Automatic Call Distributor administration. Intermediate knowledge of Chat Platform and processes. Intermediate knowledge of E-Commerce systems and processes. Excellent interpersonal skills. Excellent communication skills both verbal and written. Exceptional time management skills. Proven ability to multitask. Project management skills. Process improvement skills.

The Safariland Group believes in the benefits of a diverse workforce and is committed to equal opportunity and affirmative actions . We pride ourselves on hiring and developing the best people, without regard to age, sex, sexual orientation, gender identity, genetic characteristics, race, color, creed, religion, ethnicity, national origin, alienage, citizenship, disability, marital status, military status, pregnancy, or any other legally-recognized protected basis prohibited by applicable law.

For those applicants with disabilities, if you require reasonable accommodation in searching for a job opening or submitting an application, please contact us by calling 888-469-6455.

All employment decisions are solely based on the applicant's qualifications as they relate to the requirements of the position.

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