Located in University Park, IL
Pay: $19-$25
Job Full Description
Manufacturing company in University Park looking for a Customer Service Supervisor paying $19-$25 based on experience. 1st shift. For more information visit expresspros.com/mattesonil
The Customer Service Supervisor oversees a small team of customer service representatives, ensuring high customer satisfaction by managing operations, training personnel, resolving issues, and implementing strategies to improve the customer experience.
Key Responsibilities:
· Team Leadership & Management:
· Supervise, train, and mentor customer service representatives.
· Set performance goals and provide regular feedback.
· Address employee concerns and resolve conflicts.
· Hire and onboard new team members.
· Customer Service Operations:
· Manage the day-to-day operations of the customer service department.
· Monitor customer interactions and identify areas for improvement.
· Resolve complex customer issues and escalate as needed.
· Implement and maintain customer service policies and procedures.
· Accurate and timely processing of customer orders.
· Customer Satisfaction & Retention:
· Ensure customer satisfaction through excellent service and problem resolution.
· Gather and analyze customer feedback to identify trends and opportunities.
· Develop and implement strategies to improve customer retention.
· Data Analysis & Reporting:
· Track key performance indicators (KPIs) and generate reports on customer service performance.
· Identify trends and areas for improvement based on data analysis.
· Collaboration & Communication:
· Collaborate with other departments to ensure positive customer experience.
· Communicate effectively with customers, team members, and upper management.
Skills and Qualifications:
- Experience in Customer Service
- Leadership & Management: Strong leadership, communication, and interpersonal skills.
- Problem-Solving: Ability to quickly and effectively resolve customer issues.
- Analytical Skills: Ability to analyze data and identify trends.
- Customer Service Experience: Proven experience in customer service or related roles.
- Technical Skills: Proficient with MS Office Tools (Word, Excel).
- Empathy & Patience: Ability to handle difficult customers with patience and empathy.
- Communication Skills: Excellent written and verbal communication skills.
- Ability to maintain attendance in accordance with company policy.
- Organizational Skills: Good time management skills; ability to prioritize and multi-task.
- Ability to become proficient in the use of programs and systems utilized at BEM (presently Infor Syteline ERP).
Minimum Physical Requirements:
- Ability to consistently maintain a professional behavior and positive attitude with a variety of customer personalities even in situations when the customer is emotional, disagreeable, insensitive, or otherwise unprofessional.
- Ability to handle disruptions and unplanned events to daily schedule, high volume of paperwork, and fast-paced environment.
- Ability to sufficiently perform the above-mentioned tasks with or without visual correction.
- Ability to communicate with co-workers and customers effectively and efficiently.
- Ability to perform in an active office environment, including ability to complete paperwork, work on a computer, handle filing and office equipment, and change activities frequently.
- Ability to move and handle 5 pounds as needed throughout the workday.
Matteson, IL Branch
3332
4747 Lincoln Mall Dr
Suite 103
Matteson, IL 60443
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