Customer Service Supervisor

Description

Since 1985, our core business has been enteral device product development, design, manufacturing, and engineering in a state-of-the-art facility near Cleveland, Ohio. AMT’s steady growth consistently creates job opportunities in Northeast Ohio. We are always searching for new talent and would love for you to join our team! We strive to keep the small company feeling while still reaching users all over the globe.

Position Summary:

Supervise, train and support all customer service representatives.

This position is 100% on-site in Brecksville, OH.

Duties and Responsibilities: This list is not comprehensive but meant to represent the most common or important duties of the position. Other duties are required and/or assigned.

• Manage and train customer service reps.
• Obtain extensive knowledge of AMT’s product line and company policies.
• Oversee daily CS activity: Phone calls, order entry, invoicing, email inbox, etc.
• Troubleshoot/problem solve with customers via phone and email.
• Obtain feedback from customers regarding product and service performance.
• Returned Goods Authorization/ Product Complaints: Reporting in the ERP system and follow up with customers.
• Perform annual performance reviews of all CS reps.
• Collaborate with other departments to resolve complex issues and improve processes.
• Must be a team player with excellent communication skills.
• Handle daily invoicing.
• Conduct regular team meetings to share updates, provide coaching, and reinforce service goals.
• Run ERP system reports and work closely with the finance department for credits and setting up new accounts.
• Handle escalated customer issues with professionalism and resolution-focused communication.
• Maintain and update accounts in the ERP system.
• Prepare and present reports on team performance, customer satisfaction, and service trends.
• Monitor performance metrics, call quality and response times to ensure service excellence.
• Foster a positive and customer-centric culture within the team.
• Supervise, train, and mentor a team of customer service representatives.
• Other duties as assigned.

Supervisory Responsibilities:

Supervise, train and support all customer service representatives.

Requirements

Minimum Qualifications:

• Associate’s degree or higher (required). Bachelor's degree in Business Administration, Communications, or a related field (preferred).
• Minimum of 3 - 5 years of experience in customer service, with at least 1-2 years in a leadership or supervisory role.
• Strong interpersonal and communication skills, both verbal and written.
• Proven ability to coach, motivate, and lead a team.
• Excellent problem-solving and conflict resolution abilities.
• Proficiency in customer service software, CRM systems, and Microsoft Office Suite: Outlook, Excel, PowerPoint and Word.
• Ability to analyze data, prepare reports, prepare schedules, and make recommendations to improve service.
• Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.
• Microsoft Dynamics is a plus but not required.

Language Skills:

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

Mathematical Skills:

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry. Ability to work with mathematical concepts such as probability and statistical inference, and fundamentals of plane and solid geometry. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

Reasoning Ability:

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

Essential Job Functions: Critical features of this j