Customer Service Supervisor

  • Location
    Iselin, New Jersey
  • Job type
    Direct Hire
  • Category
    Call Center & Customer Service - Customer Service

Adecco is seeking a permanent Customer Service Supervisor to oversee a team of customer service associates who are responsible for handling customer calls, emails and correspondence related to distributors across all divisions. The Supervisor will ensure excellence in account management and customer relationships for total sales of $400M. The supervisor will be first in line to handle escalated customer matters professionally, demonstrating best in class service, commitment to customer satisfaction, balanced with a concern for the fiscal health of the organization. The position approves settlements up to $2.5k and prioritization of work assignments. Frequent interaction and effective communication is key with customers, sales leadership, IT, Finance, Supply Chain and Logistics.

 

Responsibilities:

 

Manage the workload, staffing and prioritization of assignments to meet service level agreements. 

Direct the CSR team to ensure responsiveness and accuracy on emails, orders and calls in line with KPIs to support sales growth. 

Analyze dashboards to assign orders and customer inquiries in conjunction with staffing and service level requirements. 

Complaints and resolution management. 

Approve settlements not in excess of $2.5K.

Develop direct reports by creating development plans and identifying training needs using the performance appraisal and development tools. 

Provide coaching and mentoring via quality monitoring program. 

Conduct weekly team meeting to ensure adequate communication and foster teaming .

Identify and lead team building opportunities. 

Process transactions and settlements. 

Special projects and assignments as needed. 

Assist with documentation needed for all audits including ISO requirements. 

Manage the workload, staffing and prioritization of assignments to meet service level agreements.

Direct the CSR team to ensure responsiveness and accuracy on emails, orders and calls in line with KPIs to support sales growth. 

Analyze dashboards to assign orders and customer inquiries in conjunction with staffing and service level requirements.

Complaints and resolution management.

Approve settlements not in excess of $2.5K.

Develop direct reports by creating development plans and identifying training needs using the performance appraisal and development tools. 

Provide coaching and mentoring via quality monitoring program.

Conduct weekly team meeting to ensure adequate communication and foster teaming.

Identify and lead team building opportunities. 

Process transactions and settlements.

Special projects and assignments as needed. 

Assist with documentation needed for all audits including ISO requirements.

 

Education:

College Degree or University Degree

 

Job Experience: 

10 years Customer Service

3 years Supervision

ERP experience, preferably Oracle ERP

CRM experience, preferably SalesForce

 

Knowledge and Skills: 

Phone skills and techniques

High level of communication skills

Coaching, team and workload management

Problem solving and negotiation

 

Desirable Job Competencies:

Customer Service Supervision or coaching skills

Product and Market knowledge

 

Additional Requirements :

Available to travel upon request

 

Salary:

Commensurate with experience.

 

Adecco is an Equal Opportunity Employer. 



  • Apply with Adecco

Reference number US_EN_99_028124_11857638