Customer Service Supervisor

Supervises a single team including all levels of employees and team leaders that perform customer service duties to ensure customer expectations are met.
Confers with customers by telephone or electronically to provide information about products or services, customer accounts, or product complaints specific to escalated and unresolved calls from less experienced representatives to ensure quality services are delivered to the customers.
Guides and assists team with routine problems and issues resolution, when required, to help them solve problems and also build capabilities.
Checks customers’ problems were addressed and resolved to ensure smooth operations of customer services work.
Checks customer correspondence is properly documented in order to inform management of product issues that arise from problems identified from customer service support to ensure issues are discussed and resolved.
Ensures employees adhere to the organization-wide customer service strategy and policies and procedures concerning customer correspondence and the processing of customer complaints.
Includes, when required, minimal selling or promotion of products or services to ensure business targets are met.
Responsible, when required, for the day-to-day supervision of a team of call center representatives to maintain efficient customers communications.

Bachelor’s degree.
Working knowledge of SAP, Salesforce, CRM, Phone systems, PIC and Windchill systems is desired
Proficient in MS Office (specifically Word and Excel)
Preferred experience with Power BI
Strong analytical skills, accuracy and attention to detail and Ability to communicate effectively
Sense of urgency; strong organizational skills and ability to handle multiple tasks at one time
Adaptability and flexibility to seasonality and changing business demands is critical