Express Services
Customer Service Supervisor
Share
Located in University Park, IL
Salary: $19-$25
Manufacturing company in University Park looking for a Customer Service Supervisor paying $19-$25 based on experience. 1st shift. For more information visit expresspros.com/mattesonil
The Customer Service Supervisor oversees a small team of customer service representatives, ensuring high customer satisfaction by managing operations, training personnel, resolving issues, and implementing strategies to improve the customer experience.
Key Responsibilities:
- Team Leadership & Management:
- Supervise, train, and mentor customer service representatives.
- Set performance goals and provide regular feedback.
- Address employee concerns and resolve conflicts.
- Hire and onboard new team members.
- Customer Service Operations:
- Manage the day-to-day operations of the customer service department.
- Monitor customer interactions and identify areas for improvement.
- Resolve complex customer issues and escalate as needed.
- Implement and maintain customer service policies and procedures.
- Accurate and timely processing of customer orders.
- Customer Satisfaction & Retention:
- Ensure customer satisfaction through excellent service and problem resolution.
- Gather and analyze customer feedback to identify trends and opportunities.
- Develop and implement strategies to improve customer retention.
- Data Analysis & Reporting:
- Track key performance indicators (KPIs) and generate reports on customer service performance.
- Identify trends and areas for improvement based on data analysis.
- Collaboration & Communication:
- Collaborate with other departments to ensure positive customer experience.
- Communicate effectively with customers, team members, and upper management.
Skills and Qualifications:
- Experience in Customer Service
- Leadership & Management: Strong leadership, communication, and interpersonal skills.
- Problem-Solving: Ability to quickly and effectively resolve customer issues.
- Analytical Skills: Ability to analyze data and identify trends.
- Customer Service Experience: Proven experience in customer service or related roles.
- Technical Skills: Proficient with MS Office Tools (Word, Excel).
- Empathy & Patience: Ability to handle difficult customers with patience and empathy.
- Communication Skills: Excellent written and verbal communication skills.
- Ability to maintain attendance in accordance with company policy.
- Organizational Skills: Good time management skills; ability to prioritize and multi-task.
- Ability to become proficient in the use of programs and systems utilized at BEM (presently Infor Syteline ERP).
Minimum Physical Requirements:
- Ability to consistently maintain a professional behavior and positive attitude with a variety of customer personalities even in situations when the customer is emotional, disagreeable, insensitive, or otherwise unprofessional.
- Ability to handle disruptions and unplanned events to daily schedule, high volume of paperwork, and fast-paced environment.
- Ability to sufficiently perform the above-mentioned tasks with or without visual correction.
- Ability to communicate with co-workers and customers effectively and efficiently.
- Ability to perform in an active office environment, including ability to complete paperwork, work on a computer, handle filing and office equipment, and change activities frequently.
- Ability to move and handle 5 pounds as needed throughout the workday.
Express Office: Matteson
4747 Lincoln Mall Drive
Suite 103
Matteson, IL 60443
Email us
Apply Now
Customer Service Supervisor
Share
Located in University Park, IL
Salary: $19-$25
Manufacturing company in University Park looking for a Customer Service Supervisor paying $19-$25 based on experience. 1st shift. For more information visit expresspros.com/mattesonil
The Customer Service Supervisor oversees a small team of customer service representatives, ensuring high customer satisfaction by managing operations, training personnel, resolving issues, and implementing strategies to improve the customer experience.
Key Responsibilities:
- Team Leadership & Management:
- Supervise, train, and mentor customer service representatives.
- Set performance goals and provide regular feedback.
- Address employee concerns and resolve conflicts.
- Hire and onboard new team members.
- Customer Service Operations:
- Manage the day-to-day operations of the customer service department.
- Monitor customer interactions and identify areas for improvement.
- Resolve complex customer issues and escalate as needed.
- Implement and maintain customer service policies and procedures.
- Accurate and timely processing of customer orders.
- Customer Satisfaction & Retention:
- Ensure customer satisfaction through excellent service and problem resolution.
- Gather and analyze customer feedback to identify trends and opportunities.
- Develop and implement strategies to improve customer retention.
- Data Analysis & Reporting:
- Track key performance indicators (KPIs) and generate reports on customer service performance.
- Identify trends and areas for improvement based on data analysis.
- Collaboration & Communication:
- Collaborate with other departments to ensure positive customer experience.
- Communicate effectively with customers, team members, and upper management.
Skills and Qualifications:
- Experience in Customer Service
- Leadership & Management: Strong leadership, communication, and interpersonal skills.
- Problem-Solving: Ability to quickly and effectively resolve customer issues.
- Analytical Skills: Ability to analyze data and identify trends.
- Customer Service Experience: Proven experience in customer service or related roles.
- Technical Skills: Proficient with MS Office Tools (Word, Excel).
- Empathy & Patience: Ability to handle difficult customers with patience and empathy.
- Communication Skills: Excellent written and verbal communication skills.
- Ability to maintain attendance in accordance with company policy.
- Organizational Skills: Good time management skills; ability to prioritize and multi-task.
- Ability to become proficient in the use of programs and systems utilized at BEM (presently Infor Syteline ERP).
Minimum Physical Requirements:
- Ability to consistently maintain a professional behavior and positive attitude with a variety of customer personalities even in situations when the customer is emotional, disagreeable, insensitive, or otherwise unprofessional.
- Ability to handle disruptions and unplanned events to daily schedule, high volume of paperwork, and fast-paced environment.
- Ability to sufficiently perform the above-mentioned tasks with or without visual correction.
- Ability to communicate with co-workers and customers effectively and efficiently.
- Ability to perform in an active office environment, including ability to complete paperwork, work on a computer, handle filing and office equipment, and change activities frequently.
- Ability to move and handle 5 pounds as needed throughout the workday.
Express Office: Matteson
4747 Lincoln Mall Drive
Suite 103
Matteson, IL 60443
Email us
Apply Now
Share
Apply
To help us track our recruitment effort, please indicate in your cover/motivation letter where (globalvacancies.org) you saw this posting.