Job Purpose and Impact

The Customer Service Senior Supervisor will lead and direct supervisors and coordinators that provide customer services related to sales, sales promotions, installations and communications. In this role, you will oversee the teams that optimize and monitor shipping and returns, including processing complex orders from customers and resolving order or delivery issues.

Key Accountabilities

• Manage and provide coaching and training to team.
• Partner with team members to decide which tools or systems are appropriate to use for specific customer service environments.
• Coordinate communication with customers regarding order status, sales forecast, invoices, contract balances and other pertinent information needed to complete the sale.
• Use broad knowledge of customer service practices and procedures to develop and provide input to tactical customer service strategies for a medium sized customer base.
• Provide input and feedback to define improvement projects and commitments requiring a substantial understanding of customer service practices and procedures for a medium to small team of customer service representatives or supervisors.
• Lead and develop a team, coach and make decisions related to talent management, hiring, performance, and disciplinary actions.
• Other duties as assigned

Minimum Qualifications

• Bachelor's degree in a related field or equivalent experience.
• Minimum of four years of related work experience.

Preferred Qualifications

• Two years of supervisory experience.

Position Information

Relocation assistance is not provided for this role