Customer Service Supervisor

hace 2 días

Monterrey, Nuevo León, México Rs Americas A tiempo completo

About Rs Americas

We are a leading provider of industrial products and services, dedicated to helping our customers maintain, repair, and operate their businesses efficiently. With over 750,000 stocked industrial products, our team of experts delivers solutions to resolve customer challenges across design, procurement, inventory, and maintenance.

Our values unite our c.9,000 global colleagues and differentiate us from the competition: We are one team, we deliver brilliantly, we do the right thing, and we make every day better.

We are committed to delivering a seamless procurement experience for all our customers.

The Role Purpose

The Customer Service Supervisor will oversee and assist customer service employees in performing their job duties such as responding to customer inquiries and resolving issues or complaints. The Supervisor's work week is a balanced combination of responsibilities, including conducting training, auditing procedures or processes, ensuring effective workflow, answering questions, and performing core functions within their area.

Responsibilities

  • As a Customer Experience Role Model:
    • Assist in hiring and termination of customer service operations employees.
    • Organize and oversee the schedules and work of assigned staff.
    • Assist with time management (approvals/denials of PTO requests, bi-weekly timecard approvals, schedules, etc.) of team in time-keeping system.
    • Conduct performance evaluations that are timely and constructive.
    • Effectively train staff to the processes, service, and core requirements of the job.
    • Coach staff to support them in achieving the service expectations for their role.
    • Process auditing of staff to ensure compliance with work processes are being adhered to.
    • Identify and resolve department process exceptions.
    • Monitor workloads within their designated area, ensuring there's effective flow for quick, accurate, and timely transactions. Resolving issues and reporting concerns to the appropriate person (manager or other departments), as well as identifying improvement opportunities and other necessary tasks to maintain workflow.
    • Expertly perform the core Customer Service tasks within the department, to support the achieving of the departments purpose, productivity, quality, and service goals.
    • Championing a service excellence belief, striving to make work easy for our customers. Both internally and externally.
    • Resolving customer issues: both in the moment and working cross-functionally to close the loop and fix issues at root cause: through direct work or coordinating activity with other departments regarding product issues, shipping problems, payment issues, and more.
  • As a Digital Advocate:
    • Expert in navigating our websites and technology platforms, understanding and promoting our value-add services.
    • Supporting role in understanding needs and improvements to the digital team for better customer experience.

How I Make a Difference in this Role:

  • Manages a team of assigned customer service operations team members and ensures they comply with company guidelines particularly related to quality of service.
  • Monitors/reviews correspondence between representatives and customers, both external and internal.
  • Ensures that representatives are informed about changes to company processes.
  • Collects data and prepares reports.
  • Responsible for releasing of appropriate blocks at the order level.
  • Prepares monthly reports summarizing the assigned customer service team's performance.
  • Prepares knowledge-based documents such as summaries and responses to frequently asked questions.
  • Identifies opportunities to update or improve customer service procedures and makes recommendations.
  • Performs other related duties as assigned.

Estimated Salary: $65,000 - $85,000 per year

Location: [Insert location]

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