Customer Service Supervisor

Responsible for the leadership and development of a team of Customer Service Representatives (CSRs) who serve as primary liaison between the Company and its customers. Effectively coach and manage team and individual performance to achieve established key performance metrics and best practices in customer care and efficiency.  Provide direct oversight, skill/performance development and management of team members, respond to escalated customer concerns and drive operational effectiveness and efficiency.

Responsibilities: 

• Direct the delivery of administrative and operational support designed to promote revenue growth, productivity and exceptional levels of customer satisfaction.
• Lead and manage performance of the team to meet performance objectives/standards; operates with high integrity and creates a trusting, open relationship with staff; demonstrates positivity and creates a “can do” culture
• Supervises, trains, and motivates staff; ensures individual and team performance to goals and service level agreements in compliance with client expectations; uses performance management process when necessary.
• Implements and monitors service contracts and activities to provide timely coaching to staff to improve effectiveness and productivity; conducts regular 1:1 feedback as well as preparing annual performance evaluations.
• Develop inside sales strategy, customer satisfaction reviews and continuous improvement activities
• Implement KPIs to measure, challenge and develop the Customer Service team’s abilities and effectiveness.  Implement and maintain standard operating procedures for the team and continuously monitor for process improvement.
• Participates in recruitment programs and interviewing/selection to hire high quality individuals as needed; effectively onboards new employees.
• Contributes to special projects as may be required
• Proactively engages employees to build positive morale; fosters a fun and productive environment
• Assists sales in reviewing or performing market analyses to determine customer needs, price schedules and discount rates
• Monitors production orders and expedite delivery per customer requests
• Serves as an effective liaison with manufacturing, engineering, quality assurance, and shipping personnel on production orders
• Ability to work under pressure maintaining positive and proper communication with internal stakeholders, Sales Reps and customers

Education,Skills and Requirements: 

• Bachelor’s degree preferred or equivalent (3-5 years) experience leading customer service operations
• Experience in development and analysis of performance/operational data.
• Demonstrates a high level of integrity and ethics; makes sound decisions in a dynamic and fast-paced business environment
• Working knowledge of customer service and inside sales operations, key performance metrics, and expense management.
• Excellent verbal and written skills. Competency in effective business writing
• Ability to analyze statistical and performance data, develop management summary reports and proactively develop action plans
• Proficient in SAP, Sales Force, MS Excel, Word, PPT and most advanced ERP Systems
• Excellent collaboration and team building skills required
• Demonstrated leadership and mentoring skills; Ability to accept responsibility for subordinate activities while providing timely and consistent performance feedback

At Kaba Ilco, we believe in diversity, equal opportunity, and the power of our values to drive our success. We are committed to providing a workplace that fosters inclusion and where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.