Job description
SUMMARY:
The Call Center Supervisor monitors incoming queue and tracks calls. Advises representatives of call volumes and customer wait times. Fields escalated customer calls for representatives and remains available to assist as needed.
Provides product and service information by answering internal and external questions. Forecasts telephone traffic in order to make necessary staffing adjustments. Prepares reports on call center trends for Sales & Marketing evaluation. Mentors and trains representatives and tracks attendance.
Provides product and service information by answering internal and external questions. Forecasts telephone traffic in order to make necessary staffing adjustments. Prepares reports on call center trends for Sales & Marketing evaluation. Mentors and trains representatives and tracks attendance.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following:
- Responds to customer’s inquiries, questions, complaints, and gives direction on warranty orders
- Establishes key performance indicators that align with company goals for customer service team
- Manages and trains staff, ensuring that interaction with customers is efficient and prompt.
- Develop and implement processes that allow for efficient and effective workflow through entire customer service experience that achieves 100% customer satisfaction
- Use selling tools including CRM and ERP software
- Follow appropriate process and procedures to address customer issues
- Focus on providing customer value and exemplary customer service
- Share VoC (voice of customer) with internal stakeholders
- Develop basic understanding of LogistiQ products and their applications
- Foster an environment to attract, engage, develop, and retain best in class talent
- Other duties may be assigned
SUPERVISORY RESPONSIBILITIES:
None
QUALIFICATIONS:
- Computer literate & technologically savvy
- Basic mechanical acumen and comfort level with engineered products
- Excellent verbal and written communication; grammatically correct
- Highly organized
- Desire to serve customers
- Desire to support co-workers in a collaborative team environment
- Professionalism
- Speed and accuracy at assigned responsibilities
- High energy, good natured, pleasant & positive attitude
- Ability to manage multiple requests and priorities
- Ability to problem solve in a collaborative manner
- Passion for LogistiQ’s success
- Results driven.
EDUCATION and/or EXPERIENCE
Associate of Science degree in Business Administration, Marketing, Office Administration, or related field preferred; or at least two (2) years’ experience in a fast-paced office/sales environment.
LANGUAGE SKILLS
Ability to read, analyze, and interpret general business periodicals, professional journals, or technical procedures. Ability to write reports, business correspondence, and procedures. Ability to effectively present information and respond to questions from groups of managers, customers, and the general public.
MATHEMATICAL SKILLS
Good math skills are required.
COMPUTER SKILLS
The position requires proficiency with Microsoft Office suite software and data entry.
PHYSICAL DEMANDS:
While performing the duties of this job, the employee is frequently required to stand; walk and sit. Employee spends some time on shop floor. Most of the time will be spent sitting in front of a computer and using the phone.
WORK ENVIRONMENT:
The work environment is a pleasant, temperature controlled, professional office environment in a manufacturing setting. Personal workstation maybe located on 2nd floor. The employee works in the office setting but does have frequent interaction on shop floor and may also occasionally work in customer’s plants reviewing new applications or installed equipment. The employee is exposed to moving mechanical parts and fumes or airborne particles. The noise level in the work environment is mixed.
NOTE: This Job Description may be modified due to business necessity. LEWCO INC. will make reasonable accommodations regarding these duties, responsibilities, and qualifications in compliance with Federal and State disability laws
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