Customer Service Supervisor

Customer Service Supervisor page is loaded## Customer Service Supervisor locations:
United States, Solon (OH) time type:
Full time posted on:
Registrerades för 2 dagar sedanjob requisition :
RJoin Tarkett, a global leader in innovation flooring solutions and sports surfaces.  We believe our entrepreneurial culture is what differentiates us from the competition. So if you’ve got what it takes, we invite you to CHANGE THE GAME WITH US!
**** CUSTOMER SERVICE SUPERVISOR
**** The Customer Services Supervisor is primarily responsible for supporting assigned Customer Service Representatives in an effort to provide effective customer service for commercial and/or residential customers. Uses mastery of products and processes to answer assigned team’s questions, address escalated customer concerns, and motivate/coach to provide superior service.
**** Responsibilities
* **** Apply policies, procedures, and guidelines appropriately and set the example for communication skills, work ethic, and judgment.
* Own continuity of customer care for your team through coordination and approval of team member vacation schedules, ensuring coverage at all business times, and resolving escalated issues.
* Conduct regular 1 on 1 communications with assigned team members to ensure understanding and achievement of goals, to include weekly call calibrations results. Work with Customer Service Manager to create and administer development plans where necessary.
* Lead, motivate, and develop customer service team to deliver exceptional service.
* Help identify training gaps and work with CSM to designate necessary training to support team  + Perform reporting activities and root cause analysis to identify issues and propose a course of action  + Assign Linked In Learning courses and monitor completion of team members
* Manage reporting for the department to include:  + Run weekly reports to track CRM resolved cases, resolved rate, and response times  + Run ININ reports to track call abandonment, average handling time, response time, etc.  + Monitor weekly deduction reports to resolve open statements with AP  + Track KPI’s on time to resolve deductions, freight damage, lost in transit, incorrect sold to or billed to detail  + Review order book details and order intake report daily  + Monitor and analyze Deduction RCA, OTIF RCA, credit request approvals.

Work with teams to evaluate root cause and determine next steps.
* Utilize progressive discipline to manage personnel issues, with CSM assistance
* Maintain coaching logs for both developmental, as well as disciplinary meetings
* Display fluent knowledge in Customer Care processes executed by Customer Service Representatives including:  + Ability to process all customer orders received by: EDI, telephone, fax, email, and mail through order entry systems (SAP, Web Portals) efficiently and error free.  + Ability to manage customer inquiries, including but not limited to: order status, product information, stock availability, delivery and shipment information, freight quotes, account status, sales programs, referral to local Tarkett Distributors or other Departments (billing, credit, freight), as well as product line knowledge.
* Act as a subject matter expert (SME) by answering transactional questions from the team, and solving complicated issues.  + Lead the onboarding of new distributors as well as train the CSR’s to support new distributors
* Handle escalated calls from the team when the customer requests next level intervention.
* Work with CSM to help foster positive relationships with both internal and external customers to improve the customer experience.
* Help to balance workload by assisting team members with their daily account activities when they fall behind, or are away from the office.
* Ensure assigned team resolves customer issues in a timely manner including: claims, complaints and more complex service requests.
* Represent Customer Service in interdepartmental projects and activities to include:  + Work with Planners and Transportations to coordinate shipments and loads  + Work with Logistics team daily to troubleshoot, research, and resolve issues  + Hold weekly/monthly…