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Customer Service Supervisor

Company: Zatkoff Seals and Packings
Location: Toledo
Posted on: April 10, 2021

Job Description:

Description:Job Summary:The Customer Service Supervisor will oversee and assist customer service employees in the performance of their job duties such as responding to customer inquiries and resolving issues or complaints.Supervisory Responsibilities:

  • Interviews and assists in hiring entry-level customer service employees.
  • Trains new employees in the Company's customer service policies, procedures, and best practices.
  • Organizes and oversees the schedules and work of assigned staff.
  • Conducts performance evaluations that are timely and constructive.
  • Assists in discipline and termination of employees as needed and in accordance with Company policy.Duties / Responsibilities:
    • Performs many of the same functions as a Customer Service Representative, including managing projects, communicating directly with customers, placing orders, managing inventory levels, and maintaining customer accounts.
    • Manages a team of assigned customer service representatives and ensures they comply with company guidelines particularly related to quality of service.
    • Ensures that representatives are informed about changes to company products and services.
    • Collects data and prepares reports on customer orders, complaints and inquiries.
    • Prepares monthly reports summarizing the assigned customer service team's performance.
    • Prepares knowledge-based documents such as summaries and responses to frequently asked questions.
    • Identifies opportunities to update or improve customer service procedures and makes recommendations to the Branch Manager or other appropriate staff.
    • Performs other related duties as assigned..Requirements:Required Skills/Abilities:
      • Excellent management and supervisory skills.
      • Excellent verbal and written communication skills.
      • Extensive knowledge of customer service procedures and principles.
      • Organized with attention to detail.
      • Ability to resolve customer complaints and issues while maintaining a professional and calm demeanor.
      • Ability to coach and mentor Customer Service Representatives.
      • Proficient in Microsoft Office, specifically Excel, or related software.
      • Proficient computer skills with the ability to learn new software.
      • Technical math and mechanical skills preferred.Education and Experience:
        • Bachelors degree preferred.
        • At least three years of customer service experience required.
        • Previous experience in a supervisory role preferred.
        • Experience reading blueprints preferred.
        • Experience in the fastener, polymer or seal industry preferred.Physical Requirements:
          • Prolonged periods sitting at a desk and working on a computer.
          • Must be able to lift up to 15 pounds at times.
          • Occasional assistance in the warehouse, pulling specific customer orders, which may include lifting up to 50 pounds, bending, walking and standing.Schedule:This is a full-time, exempt position with a M-F, 8am - 5pm schedule.Benefits:Zatkoff offers the following benefits for full-time employees:
            • Health insurance
            • Dental insurance
            • Vision insurance
            • Life insurance
            • Short and long-term disability
            • Employee Assistance Program
            • Profit sharing
            • Annual performance bonusesIndeedSponsoredPM21 PI133348707

Keywords: Zatkoff Seals and Packings, Toledo , Customer Service Supervisor, Other , Toledo, Ohio

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