Commercial Customer Service Account Specialist Supervisor

Fantastic company with stable long-term growth seeking a Commercial Customer Service Supervisor. The job is remote within the U.S. with up to a 10% travel requirement for on-site meetings between one to four times a year. This is not a call center environment and there are no scripts - you and the CSRs will be interfacing with other businesses including C-level members in an inside sales capacity to translate high level product knowledge into in-house terminology of existing SKUs. Must have demonstrated experience training and improving a team of customer service account specialists and having a measurable impact in their development - strong knowledge of KPIs desired. Also required is general knowledge of shipping/receiving/inventory, order entry and excellent customer service and account management.

Standard business hours from 8:00am - 5:00pm (EST), Monday-Friday with flexibility for overtime if needed.

Responsibilities

The Customer Service Supervisor provides leadership and direction to their team to ensure the goals and standards of the company are being met. This position is recognized as a leader, sets the example, facilitates growth in their team, and empowers their team to exceed expectations.

The responsibilities of this position include, but are not limited to:

• Supervise and prioritize daily needs of the team.
• Work directly with co-workers to resolve issues.
• Manage quality assurance program through CMS, DMS, and order entry metrics.
• Assist with training.
• Ensures CSR's have completed critical tasks
• Cultivate an environment of trust, teamwork and respect
• Assist with performance evaluations
• Communicate individual CSR training needs to Manager
• Implement programs to motivate employees and stimulate a high sense of business values.
• Communicate to the manager needs of the team or any potential issues.
• Complete employee records, reports, and documentation as required.
• Assist with interviews.
• Maintain confidentiality of all trade secrets and other company/customer information.
• Perform special projects and other duties assigned by Manager.
• Follow all company procedures and policy.
• Create solutions.
• Adhere to guiding principles of honesty, professionalism, and core values.

Job Skills:

This position should possess the following skills/knowledge:

• Verbal communication
• Leadership
• Written communication
• Manage people
• Typing/PC
• Microsoft

Educational Requirements:

• Bachelor's Degree a plus

Preferred Experience:

• Customer Service 2+ years
• Management