Customer Service Supervisor

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

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