Customer Service Supervisor

• Oversee incoming customer communication and outbound order shipment (i.e., phone calls, emails, faxes, etc.) to confirm customers are responded to within a defined service level agreement and KPI timeframes, i.e., answer phone calls, respond to emails, order shipment, etc. Ensure customer service reporting is monitored and appropriate action is taken.
• Serve as coverage backup in queues as needed, including cases and phone support. Assist with the after-hours emergency on-call line on a rotating basis. Help with audit data requests and attend scheduled meetings or trainings. Identify and implement enhancements to current processes, leveraging best practices, and submit change requests for training document updates.
• Ensure changes to current processes are not implemented prior to training document updates or approval from leadership.
• The capability of navigation within the Document Management System to serve as training document coach for staff members and ensure all training, both corporate and local, is completed by due date. Manage escalated items, for internal and external clientele, and troubleshoot issues to the best of your ability prior to further escalation of an issue. Appropriately distinguish proper method of communication (email vs. phone) and determine level of leadership, within internal team, needed in communications for resolution.
• Attend assigned new launch trainings and ask questions as needed to fully understand the requirements of the program.
• Ensure the team also has an accurate understanding of the requirements of launch.
• Lead candidate interviews for open positions and coordinate associate onboarding to ensure accurate information is given during new associate nesting/side-by-side training.
• Establish good working relationships with other departments that relate to your team’s program support. Including, but not limited to, coordinating with IT on enterprise-related projects and communicating with the distribution centers on any escalated issues or requests, including virtual transactions needed for adjustments.
• Understand critical success measures, such as service level and accuracy, and the impact of operational changes can impose upon these measures.
• Document, monitor, and evaluate performance and activity for each staff member against critical success measures to identify patterns and provide feedback on behavioral and/or performance issues, to include coaching, motivation, and corrective action.
• Track associate hours, PTO, attendance, and schedule adherence in the time-keeping system to ensure proper team coverage. Also, coordinate breaks and lunches for the lead team to maintain proper lead coverage.
• Develop methods for recording professional career goals of associates and document progress and actions taken to support those goals.
• Review performance and activity metrics with each associate in a monthly meeting and complete/deliver annual review for each associate, including determination of suggested merit, based on annual scores for associates.
• Comply with all appropriate policies, procedures, safety rules, and regulations, and supports department compliance with the same, including knowledge of Quality Policy and Mission/Vision statement.
• Perform related duties as assigned, to include working extended hours based on business needs.

• Normally requires two to four years directly related and progressively responsible experience.
• One to three years supervisory experience preferred.
• Experience with AS400 (ERP), Salesforce (CRM), and Pilgrim (DMS) preferred.
• Understanding of complex ERP transactions and how they impact order fulfillment and other departments.

• Strong interpersonal skills, including ability to show empathy, patience, and attentiveness.
• Strong leadership skills
• Strong communication skills within a customer’s preferred method of communication, to include use of positive language and active listening.
• Good presentation skills
• Good decision-making and analytical skills
• Ability to resolve customer issues quickly and creatively
• Goal-oriented and willing to learn
• Professional etiquette in all forms of communication, especially external communication with clients.
• Advanced knowledge of Microsoft Office Suite, to include pivot tables, v-look ups, advanced formulas, etc.

Cencora