Job Description

Summary:
This position is responsible for overseeing the customer service department including supervising staff of customer service representatives that responds to customer request via phone, email and chat. Requires a passionate, professional individual invested in helping build a positive customer service experience as a brand. Manages the workload to ensure required service volume and service levels are attained. Coach and develop staff in standard policies, procedures, and best practices.

Duties:
• Answer incoming telephone calls and customer product questions using product knowledge and catalogue.
• Inform customers of prices, shipping dates, anticipated delays, and any additional information needed by customers.
• Be familiar with customer special requirements.
• Answer customer questions on how a product operates.
• Meet customer service financial objectives.
• Run daily, weekly, monthly customer service metrics with full understanding of gaps in data. Able to understand metrics to staff in accordance with gaps.
• Prepare an annual budget and schedule expenditures as needed.
• Maintains knowledge of all aspects of the computer/software systems. (ERP(NetSuiote) & Five 9 phone system)
• Makes recommendations for system improvements.
• Improve customer service quality results by evaluating and re-designing processes as needed.
• Establish and communicate service metrics.
• Monitor calls for development and coaching.
• Develop plans to address future customer requirements.
• Act as liaison between departments as needed.
• Provides resources and technical advice.
• Investigate customer's problems and find solutions.
• Communicate with customers via phone and email.
• Handle customer escalations that cannot be resolved by Customer Service Representatives.
• Keep abreast of new company products and services.
• Train reps on how to adequately address problems over the phone.
• Work with management on customer service initiatives.
• Act as project manager for continuous improvement initiatives as needed.
• Responsible for interviewing, hiring, and training employees.
• Conduct timely performance reviews and evaluate performance.
• Responsible for disciplining and terminating employees.
• Address employee complaints and resolve problems.
• Other duties as assigned.

Education and Qualifications:
High School Diploma or GED required
5+ years of customer service and call center experience
5+ years supervisory experience

Competencies:
Customer Focus
Strong communication skills
Conflict Resolution
Strong Relationship building
Strong Team building
Must be able to motivate team
Take Initiative, Proactive
Development & Learning
Results Orientation
Ethics & Integrity
Use of Technology

Physical Demands:
While performing the duties of this job, the employee is regularly required to talk and hear. The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms. The employee may be required to sit for prolonged periods. The employee may be required to reach with hands and arms above shoulder height and below the waist. Using proper lifting techniques, the employee must be able to lift up to 60 lbs occasionally.

Working Conditions:
Heated and air-conditioned office and/or warehouse environment