Customer Service Supervisor EU

The primary function of the Customer Care Supervisor is providing day-to-day leadership and supervision of the Customer Support team. This role will be responsible for monitoring performance and quality metrics. The candidate will have strong interpersonal skills, customer focused, and results driven.

The Customer Support Supervisor must be hands-on and detail-oriented. This role will have direct influence and impact to the Customer Care team members. Consistency in applying policies and procedures is critical. This role is very customer focused providing accurate information to all relevant constituents. The individual must be a professional, who can deliver results and develop the talent in their group. The Customer Care Supervisor must have strong interpersonal and communications skills. The candidate will be independent, capable of operating in a fast-moving and ever-changing environment, and able to make difficult business decisions, especially those that involve people. The individual must be skilled to lead a team through the change curve and adoption of presented process, procedure, product, or responsibility changes.

Essential Duties and Responsibilities

• Recruits, hires and ensures the customer care representative complete new hire training and onboarding.
• Overseeing and assessing Customer Service staff activities including monitoring order entry, service levels and ensuring timely responses to customers.
• Ensure Customer Support policies and procedures and direct activities that ensure the delivery of world-class service to our customers, duties include managing inbound call queues, managing email volumes, shipping corrections, etc.
• Ensure product knowledge exists within self and direct reports.
• Assist with the development and implementation of new service policies.
• Manage the team goals, objectives, profiles, work schedule, compliance and workload.
• Guarantees strong relationship with Customers and Regional Sales leaders, ensuring constant communication and information exchange with all necessary functions (Supply Chain Management, Warehouse, Manufacturing, Finance).
• Manage customer escalations to resolution.
• Document session notes and complaints in appropriate systems.
• Handle other duties and projects as assigned.

Job Requirements:

• 1 year of previous supervisor or leadership experience
• 2-3 years call center experience, Customer Support, or help desk experience
• Intermediate Proficient with Microsoft Office applications (Outlook, Word, Excel, and PowerPoint)
• Fluent in English.

PREFERRED REQUIRMENTS

• Excellent verbal and written communication skills necessary to troubleshoot equipment by phone with service technicians, as well as solve application problems with the end users
• Leadership– Must be able to inspire others to act on key initiatives.
• Teamwork – Must be willing and able to work closely and effectively with other departments, peers, etc.
• Influence – Must be able to influence direct reports, peers, leadership staff, internal and external customers.
• Results orientation – Must consistently deliver results.
• Communication – Must be able to effectively communicate in both written and verbal forms.
• Professional Work and Detail Orientation – Must have excellent attention to detail, and all work must be at a high level of professionalism.
• Positive Attitude – Does what it takes to successfully accomplish goals.