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Position Description: Customer Experience Supervisor The Customer Service Team provides primary execution of all customer transactions. The CSR’s responsibilities include supporting the Sales & Service team by processing requests in the sales queue (zeta), which include web orders, customer Purchase Orders, Requests for Quote (below a specified dollar amount), return material authorizations (RMAs), completing customer surveys, etc. This role will also be responsible coordination with other teams (Production, Purchasing, Finance, IT) on behalf of the Sales team to ensure timely execution of customer requests.

The Customer Service Supervisor will be directly responsible for the Customer Service team. In addition to supervisory duties, the CSS will be the Escalation Supervisor for any issues or urgent needs that require intervention from management or other departments. This position will also provide reporting and will participate in or lead special projects as needed. The Customer Service Supervisor must possess an absolute passion for Customer Satisfaction!

General Duties and Responsibilities:

  • Answering incoming phone calls and escalating appropriately as needed
  • Email retrieval and dispositioning
  • Responding to Requests for Quote (RFQs)
  • Processing orders in the Company’s ERP system
  • Researching customer account information
  • Logging prospect and current customer activities in the Company’s CRM system
  • Coordinate with purchasing and production teams to determine delivery dates based on customer needs
  • Expedite sales issues with other teams
  • Return material processing and reconciliation
  • Timely communication with customer regarding any status updates, issues resolution, delivery schedules
  • Escalating to the appropriate resource (CSR2, Manager, Sales Rep, etc.) as required
  • Backup support for Sales Assistant as needed
  • Direct supervision of Customer Service resources
  • Escalation of issues requirement management intervention or interaction with other teams
  • Operational reporting as required by the Manager
  • Other duties as assigned

Required Knowledge, Skills, and Abilities:

  • College degree preferred
  • Minimum of 3 years of supervisory experience in a Customer Service organization
  • Proven track record as a respected supervisor
  • Excellent communication skills, both written and oral
  • Excellent MS Office skills with Word, Excel, and Outlook
  • Ability to create charts, graphs, and summary conclusions from Customer Service data
  • Aptitude for learning basic technical terminology
  • Passion for customer satisfaction
  • Ability to quickly ascertain when something requires escalation to another resource
  • Excellent spoken English, diction, and telephone etiquette
  • Excellent interpersonal and communication skills
  • Able to juggle various tasks and priorities while meeting established deadlines
  • Strong attention to detail with good organization and time management skills
  • Highly developed sense of integrity and commitment to customer satisfaction
  • Professional and respectful demeanor and conduct in a business office setting
  • Previous experience in a multi-channel contact center environment phone email and chat
  • Previous experience working meeting daily SLA’s and KPI’s
  • Previous experience analyzing KPI data and trend analysis

Personal Traits and Characteristics:

  • Reliable, dependable, diligent Highly organized with good time management skills
  • Excellent work attendance record
  • Task oriented
  • Attention to detail
  • Able to work under pressure and deadlines
  • Ability to multi-task and prioritize
  • Effective communication skills
  • The successful candidate shall exhibit a sense of ownership, urgency, be solution orientated, collaborative and accountable.

Education and/or Experience:

  • College degree preferred
  • Minimum of 3 years of supervisory experience in a Customer Service organization

Reports To: Sales and Service Manager (Sales Service and Tech Manager in Irvine) Physical Job Requirements:

  • Repetitive motion and routine use of the standard office equipment such as computers, telephones, copiers and scanners.
  • Ability to see, speak, walk, hear, stand, use of hand/fingers to handle or feel, stoop, carry/lift 10 lbs.
  • Sitting at a desk

Environment: Work environment is typically an office environment located on-site during normal or extended business hours.

Accommodation: Candidates for the position should be able to perform essential job duties in described work environment with or without accommodation. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

    • Job type: Permanent
    • Location: Irvine
    • Date posted:
    • Pay:$75,000.00 - $85,000.00