Customer Service Supervisor Job in Van Nuys 91406, California US

CUSTOMER SERVICE SUPERVISOR -

The Customer Service Supervisor is responsible for all aspects of customer service including, quotation, order entry, creation and implementation of policies and procedures, warranty claims, field problems, and coordination with other departments as it relates to all customer service issues.   

·         Manage all day-to-day responsibilities of the Customer Service Team.

·         Directly manage all warranty requests with agents and end users. Work with engineering and/or quality engineer to resolve issues and create the appropriate documentation.

·         Manage the order entry and post-order entry process.

·         Ensure productivity goals for the team are understood and achieved.

·         Responsible for hiring, development, and implementation of training programs for all Customer Satisfaction Representatives.

·         Works closely with SAP team to ensure all customer satisfaction related transactions are identified and team is kept informed of procedure changes.    

·         Responses to all customer inquiries with regard to product availability, pricing, order status, product information, RMA’s, shortages, overages, expedites, etc.

·         Provide timely responses to various e-mail inbox inquiries.

·         Stay current on technical issues and new products.

·         Maintain a positive customer centric environment.

·         Work with manufacturing to expedite orders per the customer request.

·         Provide product formal written training and technical support to agents and end users.

·         Directly manage and resolve all product field problems.

·         Manage order entry, expedite order requests, warranty, and field problems.

·         Manage all high level customer complaints.

·         Responsible for quotes, order entry, technical support and all requests for a select group of agents.

·         Create as needed, execute and manage training for agents regarding products, process, and procedures.

·         Responsible for providing disciplinary action including counseling, preparing and communicating team member warning letters as necessary.

·         Responsible for writing and communicating performance appraisals and salary increases for direct reports.

Job Requirements:

·       The minimum requirement for this position is a Bachelors degree or five years experience in customer satisfaction.

·        SAP system knowledge preferred

·        Effectively present information and respond to questions from groups of managers, clients, and customers via phone, email, and in person.

·       Excellent interpersonal skills with proven ability to communicate both verbally and in writing