Customer Service Supervisor - Sales Services
Job Description: Summary: The purpose of the Customer Service Supervisor is to oversee the Customer Service Representatives as they provide sales support for Sales Associates - Field and Account Executive associates. This includes, setting work schedules, assisting with customer issues and resolving problems. The employee must project a positive image to DPI customers and adhere to DPI policies and procedures. Must be able to work independently and collaboratively with team members. Essential Duties and Responsibilities: Oversee Customer Service Representative (CSR) performance on day to day operations; plans and schedules the workforce according to Manager projections, budgets and forecasts, including authorization of overtime, ensuring wage/hour compliance to meet daily operational demands including training, verifying certifications and qualifications, and monitoring individual employee productivity levels. Protect staff and employees by enforcing providing and updating training and certifications, monitoring wage/hour law compliance, assuring compliance with OSHA and union rules and regulations; tracks training initiatives. Deliver exceptional customer service at all times, to all customer accounts, making daily sales calls and fielding incoming calls from high need/volume customers; recommend additional items to customer, address customer concerns and issue customer credits for spoiled and/or returned goods and support Sales Associate functions. Apply conflict resolution skills and negotiation skills to interactions with employees and customers; provide performance review input, write up and delivery. Respond to incoming calls from Sales Associates-Field regarding product status. Generate, use and document standard or adhoc reports to monitor operations, report on objectives, through puts and KPI s. Initiates or assigns special projects or new procedures as outlined by management, evaluates effectiveness in daily operations. Operate office-related computer equipment for communications, transmission of orders and credits, copying, scanning and faxing. Create daily schedule for assigned customer accounts, manage CSR timelines to ensure completion of daily orders according to customer and DPI requirements Other Duties and Responsibilities: Maintain a clean work environment, may include picking up trash or cleaning spills. Other duties may be assigned to fulfill DPI s objectives. Knowledge, Skills & Abilities: The employee must be proficient with verbal and written communication in English. Basic math skills are required. A high school diploma or equivalent is required. A college degree is preferred. At least one year s experience in DPI operations or a related sales field (perishable preferred) is required. Basic knowledge of Microsoft Office (Word, Excel, Power Point, Outlook)is required. Oracle or AS/400 experience is preferred. Proficiency with Oracle/AS400 is required after 90 days of hire. Work Environment : The work environment is indoors in a controlled temperature and office environment. Work Hours: The work schedule is 5 days a week, 8 hours a day. Start time varies. Work hours and shifts are subject to change depending on operating business conditions and needs. The employee may be required to work overtime and holidays or weekends. Physical and Mental Demands : The position is sedentary, exerting up to 10 pounds of force occasionally, or negligible amounts of force frequently, to move paperwork and miscellaneous office equipment. This job also requires constant sitting. The employee must know and follow proper office and safety protocols, DPI grooming, hygiene and dress code requirements. The employee must understand, retain and apply product knowledge to drive and support DPI sales. Perform basic mathematic functions and apply writing skills to create orders and issue credits, must be able to multitask to manage and assist multiple customer accounts. Supervisory Responsibilities : Oversees the Customer Service Representatives. Job Requirements: The employee must be proficient with verbal and written communication in English. Basic math skills are required. A high school diploma or equivalent is required. A college degree is preferred. At least one year s experience in DPI operations or a related sales field (perishable preferred) is required. Basic knowledge of Microsoft Office (Word, Excel, Power Point, Outlook)is required. Oracle or AS/400 experience is preferred. Proficiency with Oracle/AS400 is required after 90 days of hire.