Customer Service Representative
JOB DESCRIPTION Job Title: Customer Service Supervisor Department: Customer Service and Account Management Classification: Exempt Reports to: Customer Service Manager Summary: The Customer Service (CS) Supervisor role is a leadership position in the organization that will help facilitate employee development, improve customer service and drive continuous process improvement. The incumbent serves as a coach and mentor to a team of CS employees with the expectation of providing exceptional service to GSS customers. In addition, the incumbent will continue to maintain specific account responsibilities. Close coordination with the management team is required to ensure service consistency throughout the CS organization. Essential Functions: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. • Supervises a team of CS employees to ensure the quote-to-cash process is managed efficiently and effectively to meet service expectations. • Improve individual and team performance by providing developmental coaching, assessing ongoing performance, providing feedback and training as required, and taking corrective actions to support employees in achieving their objectives. • Perform quality work reviews to provide performance feedback and drive service improvement. Know, understand and be able to articulate team's performance, determine drivers and action plans for improvement. • Provide guidance and assistance in the resolution of escalated issues. • Train, coach and mentor employees to deliver the best customer service possible. • Has the ability to hire, train and terminate customer service personnel. • Serves as a subject matter expert in all areas of responsibility. Able to build consensus through cross functional alignment and effectively provide solutions that improve service to the customer. • Responds promptly to customers' requests for quotations (RFQs) $10K based on GSS policies and procedures. • Identifies and works to correct pricing and catalog issues. • Assist with the development and implementation of industry leading practices and metrics. • Actively supports and promotes GSS continuous process improvement initiatives. •Performs other related duties as assigned. Required Knowledge, Skills, and Abilities: •Strong verbal and written skills. •Excellent interpersonal and communication skills. • Ability to handle multiple priorities under time-critical constraints. •Strong understanding of the quote-to-cash process. • Must be able to work independently with minimal supervision as well as a part of a team. • Proficiency with office software, i.e. Outlook, Word, Excel, Navision. • Strong problem-solving skills in both independent and group settings. • Demonstrates familiarity with products and basic procedures and applications for GSS products. Supervisory Responsibility: Supervises a team composed of Customer Service Representatives, Account Specialists and Account Managers, Required Education and Experience: •Bachelor's degree in business or related field. •Minimum of five years business experience. •Or equivalent combination of education and experience. • Proficiency with computers and their applications is required. Preferred Qualifications: •Bachelor's degree in Business or Scientific related field. • Experience in customer service and/or experience in a laboratory environment is preferred. •Supervisory experience. Core Competencies: • Demonstrated ability to take tasks to completion with minimal direction. • Decision making: Uses sound judgement to make good decisions based on information gathered and analyzed. • Teamwork: Interacts with people effectively. Able and willing to share and receive information. Cooperates within the group and across groups. Supports groups decisions and puts groups goals ahead of own goals. • Work Standards: Sets and maintains high performance standards. Pays close attention to detail, accuracy and completeness. Shows concern for all aspects of the job and follows up on work outputs. • Motivation: Displays energy and enthusiasm in approaching job. Maintains high level of productivity and self-direction. • Reliability: Takes personal responsibility for job performance. Completes work in a timely and consistent manner. • Communication: Expresses ideas effectively. Organizes and delivers information appropriately. Listens effectively. • Integrity: Shares complete and accurate information. Adheres to organizational policies and procedures. Position Type This is a full-time position. Work Authorization: Must be eligible to work in the United States. Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk or hear. This is largely a sedentary role; however, some filing is required. This would require the ability to lift files, open filing cabinets and bend or stand on a stool as necessary. Other Duties: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice. AAP/EEO Statement: Government Scientific Source ("GSS") is a covered federal contractor or subcontractor subject to the requirements of the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), as amended, and Section 503 of the Rehabilitation Act of 1973, as amended. As such, GSS is bound by the terms of VEVRAA and Section 503, and shall not discriminate against individuals with disabilities, and is committed to take affirmative action to employ and advance in employment protected veterans and individuals with disabilities. It is the policy of Government Scientific Source ("GSS") to provide equal employment opportunity (EEO) to all persons for employment regardless of race, color, religion, sex, national origin, age, disability, veteran status or any other characteristic protected by law.