Customer Service Supervisor
SUMMARY: Supervises and coordinates activities of Customer Support Representatives for Parts sales engaged in handling replacement parts service orders and telephone complaints of customers by performing the following duties.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
- Monitors calls to observe employee demeanor, technical accuracy, and conformity to company policies.
- Recommends corrective services to adjust customer complaints.
- Ongoing evaluation and recommendation of parts pricing for general and key customers.
- Answers questions about parts requirements for units in the field.
- Manage RMAs per customer requests and follow through on warranty issues. Checks customer accounts and order postings for errors.
- Determines part sales order procedures, prepares work schedules, and expedites urgent parts orders through the system.
- Issues written and oral instructions.
- Studies and standardizes procedures to improve efficiency of subordinates.
- Maintains harmony among workers and resolves grievances.
- Prepares composite reports from individual reports of subordinates as required.
- Adjusts errors and complaints on customer parts sales orders.
- Monitors sales opportunities through CRM.
SUPERVISORY: Directly supervises the Customer Services Representatives. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION (OR EQUIVALENT EXPERIENCE): Bachelor's degree (B. A.) from four-year college or university; and one to two years related experience and/or training; or equivalent combination of education and experience.
LANGUAGE SKILLS: Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
MATHEMATICAL SKILLS: Ability to add and subtract two-digit numbers and to multiply and divide with 10's and 100's. Ability to perform these operations using units of American money and weight measurement, volume, and distance.
REASONING ABILITY: Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
COMPUTER SKILLS: To perform this job successfully, an individual should have knowledge of Inventory software; Manufacturing software; Order processing systems; Spreadsheet software and Word Processing software.
CRITICAL PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear. The employee is occasionally required to stand; walk; reach with hands and arms; climb or balance and stoop, kneel, crouch, or crawl
WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The noise level in the work environment is usually quiet.
*Each employee should be aware that changes in the job description could occur at any time. Also, this job description is not to be considered or construed to be a contract of employment.