Supervisor, Customer Service

Job-ID: 16664; Location(s): Broomfield, CO 

 

Job Description Summary

The Supervisor, Customer Service is responsible for improving and overseeing the daily operations of the Customer Service team. This individual must demonstrate a high level of technical knowledge to successfully support and maintain a high performing team. Strong leadership and management skills are essential as this role will manage performance, productivity, department processes, cross training, customer satisfaction, and proper distribution of workload amongst the team. This role will work closely with the Manager, Customer Service and Director, Customer Service to supervise and execute department objectives and company goals. 

Job Description Details

Supervise  

• Supervision of team and employee performance  
• Leads by example to motivate team and improve department performance. 
• Provides and creates training and development opportunities 
• Maintains department policies and procedures 
• Equally distributes tasks and monitors team workload  
• Fairly manages department scheduling and time off requests to ensure coverage is aligned with overall department needs  
• Build a culture of continuous learning and drive efficiency  
• Recommend short and long-term objectives consistent with corporate goals and objectives. 
• Hold recurring team and individual employee meetings to discuss goals and strategy 

 

Customer Service 

 

• Manages escalated situations related to customers or orders 
• Ensure department documentation and workflows are accurate 
• Answers complex inquiries regarding pricing, products, scheduling, etc. 
• Provide follow up communication for customers, sales team, and customer support regarding inquiries or discrepancies. 
• Provide regular communication and collaboration across all departments  
• Proactively identify and help implement process enhancements that better support a positive customer experience 

 

Operations  

 

• Approves up to $5,000 returns, recommends reductions of restock, and shipping accommodations when applicable 
• Reporting related to sales and customer information 
• Monitor, measure and improve effectiveness of department programs  
• Monitors programs and procedures to ensure on-time delivery and customer satisfaction