The Customer Service Representative Supervisor is the line-level supervisor of a team of Customer Service Representatives. In addition to performing all the duties of a Senior Customer Service Representative, the Customer Service Supervisor will provide mentoring and coaching to the support team's staff members while working with management to ensure all departmental goals are achieved.
The Customer Service Supervisor will also be responsible for high-level customer support interactions, helping to resolve a wide variety of customer-related issues, including billing, order processing, updating order status, and other inquiries.
Responsibilities
- Supervises a team of Customer Service Representatives.
- Serves as a coach and mentor to the CSR staff.
- Works with Customer Service Manager (if applicable) to establish team member goals, objectives, and provides input on procedures.
- Trains and develops staff and all new hires.
- Assists management with performance feedback to all CSRs on time.
- Assists management with ensuring compliance of CSRs with company policies and procedures.
- Assists management with developing and implementing workflow procedures and solutions as they relate to the customer service roles.
- Responsible for resolving high-level customer service and support issues, including billing, order status, and customer inquiries.
- Requires full understanding of the current ERP operating system.
- Responsible for creating and reporting the status of orders and reports to local Branch management.
- Daily interaction with various industry-specific software.
- Has knowledge of contracts to assist with any questions or concerns, to be able to provide customers with a one-call, caring resolution.
- Must be able to carry out all duties of a Customer Service Representative as needed.
- Works closely with operations departments and levels of management, resolving problems and concerns.
- Assists Customer Support Manager with day-to-day tasks necessary to ensure all department goals are met.
- Handles problem recognition, research, isolation, resolution, and follow-up for advanced customer problems.
- Manage all departmental mailboxes to ensure customer requests are completed accurately and in a timely manner.
- Other duties as assigned.
Position Requirements
- A Bachelor’s degree is preferred.
- 8-10 years’ experience in a customer service department such as Order Administration, Billing etc.
- 1-3 years supervisory experience preferred.
- Experience with technology and network administration is preferred.
- Strong working knowledge of Microsoft Office Products (Word, Excel, PowerPoint, and Outlook).
- Exceptional oral (especially telephonic) and written communication skills.
- Excellent customer service skills, including the ability to follow up to ensure closure of issues.
- Excellent reading comprehension and mathematical skills.
- Poised, polished professional who can lead by example and make decisions in support of organizational goals and objectives and tactical operations.
- Ability to interpret and analyze data for the purpose of generating reports and handling customer requests.
- Knowledge and understanding of Sharp products and services to provide support to others within the department when needed; in addition, when appropriate, being able to identify Sales opportunities and generate Sales leads with customers to increase sales and marketing potential within the branch.
About Sharp Business Systems
Sharp Business Systems (SBS) is a direct sales division of Sharp Electronics Corporation, the U.S. based subsidiary of Japan's Sharp Corporation. With the strategic solutions set that make up the Simply Smarter Office, Sharp Electronics is viewed as a leading provider of innovative technologies and services ranging from its highly acclaimed AQUOS interactive display panels and portfolio of multifunctional printers, to a proven suite of advanced workflow and managed IT services.
Employee Perks
- Comprehensive, family-friendly healthcare plans (medical, dental, vision).
- 401k retirement plan with a competitive match and plenty of financial support tools.
- Employee Assistance Plan to care for you and your family's mental and behavioral health, balance, and support. Financial protection for you and your family (life insurance and disability insurance)
- Rewarding and holistic wellness program.
- Training, professional development, and mentorship
- Full suite of voluntary insurance benefits for financial planning (auto, home, ID protection and legal)
- Dynamic culture eager to innovate, enhance diversity, and work smarter.
