Customer Support Supervisor

Title:  Customer Support Supervisor at SPS CommercePOSITION SUMMARY

 

The Customer Support Supervisor is responsible for customer satisfaction. This satisfaction is driven by their team of Customer Support Representatives (CSRs) ability to deliver timely resolutions to customer issues received by phone, email, chat and online case submittals. The Customer Support Supervisor may have 8+ team members at any given time.

 

The Customer Support Supervisor handles issue escalations and will determine the best approach to resolve the issue quickly and fairly.

 

The Customer Support Supervisor participates in interviewing candidates for open positions on the team.

 Position

? Ensuring Customer Satisfaction is being delivered by having proper coverage of interaction channels.

? Answers staff?s questions and provides coaching on the basics of customer service ensuring customer satisfaction.

? Ability to maintain a professional relationship/image with all internal/external customers.

? Ability to gain a solid understanding and adapt quickly to SPS Commerce services and processes. 

? Demonstrates organizational abilities when handling multiple concurrent projects.

? Ability to work and communicate in a small group setting to keep the processes of Customer Support functioning.

? Demonstrates continuing ability to adapt to a fast-paced, changing environment.

? Allocates tasks to staff members, monitors progress, completion, and productivity of all tasks and generates reports. 

? Participates in interviewing, hiring, and training all customer support staff.  Work with staff on desired career path goals.

? Represents Customer Support in meetings and provide customer support staff updates on current issues.

? Handles customer escalations.

? Monitors work procedures and recommends procedures to improve efficiency of the customer support department.

 

EXPERIENCE AND SKILLS REQUIRED

 

? College Degree or equivalent education and experience required

? Minimum of 2  years supervisory experience

? Customer service experience required; preferably in a phone/call center environment

? Excellent customer service and problem solving skills

? Strong oral and written communication skills

? Proactive attitude with a strong sense of urgency for setting goals and achieving desired results

? Ability to offer creative suggestions and collaborate across departments to achieve company objectives

? Proficient computer knowledge.

? Working knowledge of Microsoft Office tools (Word, Excel, Outlook and Lotus Notes)

? Knowledge of EDI (Electronic Data Interchange) is desired.

 

Equal Opportunity Employer