Customer Service Supervisor - Gardena, United States - Bristol Management Services

Bristol Management Services

Verified Company

Gardena, United States

2 weeks ago

Posted by:

Mark Lane

beBee recruiter

Description

Position Type/Expected Hours of Work
This is a full-time position. General days and hours of work are Monday through Friday, hours to be determined. Not eligible for remote work. Occasional evening and weekend work may be required as job duties demand.

Pay:
$27-$32 per hour based on experience.

Essential Functions:

Manages and supervises the full customer service operation.
Supervises the processing of incoming orders and shipments, ensuring procedures are followed for accuracy and efficiency.
Reviews orders received for price and classification corrections and approves adjustments as needed.
Communicates with customers regarding unit prices, shipping dates, potential delays, and gathers additional information as necessary.
Coordinates with the Scheduling Manager to manage supplies and fulfill orders.
Implements improvements in customer service processes to enhance efficiency and customer satisfaction.
Assigns duties to team members and ensures compliance with company policies and procedures.
Trains and mentors' staff on customer service policies and procedures.
Evaluates team performance and provides feedback and guidance to ensure quality service delivery.
Manages staffing requirements and schedules to meet business needs.
Actively oversees that customer service operations comply with state and federal labor laws to maintain legal compliance.
Conducts training sessions to keep the team informed of any changes in labor regulations.
Acts as a liaison to the Sales department. This could include, but is not limited to, assisting with entering and making changes to projects in the system, quotes, R&As, CODs, etc.

Non-Essential Duties:

Follows up on customer complaint escalations.
Records or files copy of orders received according to expected delivery date.
Performs other tasks as required.

Core Competencies:

Inspires and motivates team members to achieve excellence in customer service.
Focuses on training and developing staff through coaching, mentoring, and providing ongoing feedback.
Managers and resolves conflicts and disagreements in a constructive manner to minimize impact on the team and customer service.
Prioritizes and addresses customer's needs and is committed to improving customer satisfaction.
Effectively addresses and resolves customer issues and complaints, ensuring a quick and satisfactory resolution.
Analyzes existing customer service processes and identifies areas for improvement to increase efficiency and effectiveness.
Manages multiple tasks efficiently, keeps team members focused, and ensures that all administrative functions are completed accurately and on time.
Understands and efficiently uses customer relationship management systems and other related technology.
Utilizes data from customer interactions to guide decisions and improve customer service strategies.

Preferred Education and Experience

Bachelor's Degree in Business Administration, or a related field.
3+ years' experience in a customer service role.
3+ years' experience in a supervisory or management capacity.
Experience with customer relationship management.
Demonstrated experience in successfully implementing process improvements within a customer service environment.
Experience in ensuring compliance with labor laws and other regulatory requirements relevant to customer service operations.
Experience in ready mixed, concrete or construction industry.

Physical Demands and Work Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position.

This job operates in a professional office environment. This role routinely uses standard office equipment such as laptop computers, smartphones, photocopiers, filing cabinets and scanners. Reasonable accommodation may be made to enable individuals with disabilities to perform the functions. While performing the duties of this position, the employee is regularly required to talk or hear. The employee frequently is required to use hands or finger, handle, or feel objects, tools, or controls.

The employee is occasionally required to stand, walk; sit; reach with hands and arms; climb or balance; and stoop, kneel, crouch, or crawl.

The employee must occasionally lift and/or move up to 20 pounds.

Specific vision abilities required by this position include close vision, distance vision, color vision, peripheral vision, and the ability to adjust focus.

The noise level in the work environment is usually moderate.