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Customer Service Supervisor
2 weeks ago
**Overview**:
This position will oversee and assist customer service in the performance of their jobs.
These responsibilities include all aspects of customers service, supporting staff and customer satisfaction.
**Responsibilities**:
1) Direct / coach, the CSR Team to ensure they comply with company guidelines and related quality of service.
2) Monitors, and reviews the performance of the CSR Team and maintains reports that summarize the performance of the CSR Team.
3) Ensures that the CSR Team is informed about changes in products / customer and productions schedules.
a. Customer Price pages.
b. Customer updates.
c. A & W Billing.
4) Works closely with the Operations Manager on any required changes in production and delivery schedules.
5) Collects data as it pertains to customer complaints or inquires.
6) Controls branch inventories through SAP and A & W Software platform.
a. Stock purchases.
b. Yearly inventory control.
c. Cycle counts.
d. Receiving.
e. Credits.
7) Works with Vitro Factory Direct Accounts for order coordination and shipment updates.
8) Works with Vitro Factory Shipping to coordinate stock deliveries.
**Qualifications**:
Computer proficiency is mandatory, and the individual must have excellent communication skills, both written and verbal.
A minimum of 10 years’ experience with a customer service background in a glass environment is preferred.
A strong background, or knowledge with A & W software is highly desirable.
The incumbent must have excellent supervisory and interpersonal skills in dealing with a fluid business environment.
