[ref. b62594422] Customer Service Supervisor - Robert Half

We are in search of an experienced Customer Service Supervisor to contribute to our team. The role entails leading the customer service team, coordinating with other departments, and ensuring top-notch service to our customers. This role is based in Irwindale, California, and offers a contract to permanent employment opportunity.

Responsibilities:

• Lead the customer service team in day to day operations.
• Respond to all customer inquiries within 24 hours to provide an excellent customer experience.
• Use strong problem and conflict resolution skills to ensure customer satisfaction and to de-escalate situations.
• Maintain detailed records and ensure strong follow-through, keeping all departments updated.
• Utilize foundational knowledge of multiple shipping carrier’s policies and procedures and claim procedures.
• Operate in a high-volume call center and warehouse environment.
• Uphold the highest quality standards with strong verbal and written communication skills.
• Develop and implement standards and procedures for processing daily orders, returns, and carrier claims.
• Work towards improving customer experience to increase the customer satisfaction rating.
• Assist other departments as a strong team player.
• Generate weekly and monthly reports for returns, carrier claims, and customer satisfaction.
• Take on special projects and tasks as needed, adapting to changes. • Minimum of 3 years of experience in a customer service supervisory role
• Proficiency in ADP - Financial Services
• Experience with Avaya CMS
• Proficient in CRM tools
• Familiarity with Epic Software
• Knowledge of ERP - Enterprise Resource Planning
• Experience with About Time software
• Ability to handle and manage answering inbound calls
• Experience with auditing procedures
• Knowledge of billing functions
• Ability to manage cash activity.