Tyndale USA

  • Customer Service Supervisor

    Job Locations US-PA-Pipersville
    Job ID
    2019-1384
    # of Openings
    1
    Posted Date
    1 week ago(1/8/2019 3:46 PM)
    Category
    Customer Service
  • Overview

    Tyndale Company, Inc. has an exciting new opportunity for a Customer Service Supervisor to join our prestigious Customer Service team in Pipersville, PA. The primary focus of the Customer Service Supervisor is to manage the workflow and daily activities of designated Customer Service team members to ensure that we are providing excellent and timely service to our customers. This position is responsible for promoting employee productivity and exceptional levels of customer satisfaction, and will ensure that we are providing the appropriate training, tools, direction, and motivation that enable their success, and ensure that standards are being met.

    Responsibilities

    • Manage daily workflow of team, ensuring that we are providing excellent and timely service to customers; coordinate overtime needs of team members with Customer Service Manager;
    • Assist in management of Customer Service Task Management Tool (Zendesk) to ensure timely and accurate completion is achieved; Provide support to complete assignments as needed;
    • Work with Customer Service Manager to establish metrics by which to track the day-to-day performance and progress of team members;
    • Provide as-needed training and coaching specific to the needs of team members, including: system or technical training, product knowledge, verbal and written communication, interdepartmental communication and conflict resolution, and soft-sell training techniques; utilize interactive training techniques with team members to ensure success;
    • Document all policies and procedures for Customer Service Department, ensuring accessibility to all team members;
    • Participate in candidate selection for new staff with Customer Service Manager;
    • Complete and oversee onboarding experience for new hires, including temporary staff members. Develop training schedules for new hires; facilitate training to ensure successful onboarding of team members;
    • Responsible for resolving or helping to resolve complex issues that are escalated to direct reports, or from a customer directly, with the goal of resolving issues quickly.  Coordinate with management and other departments as needed to help resolve open issues.  Alert Customer Service Manager, as needed, of any areas of concern;
    • Provide ongoing quality assurance and ensure accuracy with sales order entry and order checking;
    • Analyze weekly/monthly reports for designated team members and Customer Service related tasks, ensuring any areas of concern are addressed in a timely manner;
    • Communicate with Customer Service Manager weekly on department efficiency and performance;
    • Collaborate with other departments on interdepartmental processes with goal of driving efficiency and continuous improvement.

    Qualifications

    • HS Diploma or equivalent required; Bachelor’s Degree preferred;
    • Minimum of 2 years’ experience supervising a customer support team in a medium to large business environment required or 3 years of relative Tyndale experience, with sustained “Exceeds” performance level;
    • Minimum of 2 years’ experience in a direct sales or customer service related environment required;
    • Proven ability to build rapport with internal and external customers;
    • Strong leadership skills with the ability to provide effective guidance, training, coaching, and daily supervision to staff;
    • Effective organizational skills and the ability to establish priorities and to plan, coordinate and monitor own workload and that of staff;
    • Commitment to continuous learning and demonstrated ability and willingness to learn new skills, with initiative to self-teach;
    • Strong verbal and written communication skills; ability to write in a clear and concise manner and provide detailed explanations orally;
    • An individual that values collaboration with others in the organization;
    • Strong analytical and proactive problem solving skills;
    • Strong computer skills, including proficiency in MS Office applications. Adobe Acrobat and knowledge of MAS 500 is helpful.

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