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Customer Service Supervisor

Location : Charlotte, NC
Job Type : Direct
Reference Code : TM
Hours : Full Time
Required Years of Experience : 5
Travel : No
Relocation : No
Industry : Manufacturing

Job Description :
 • Assist the Manager in leading the department, participate in leadership team meetings and ensure expectations and job functions are maintained and followed
• Function as the “Knowledge Coordinator” for departmental resources
• Manage the daily work flow to ensure departmental goals are met 
• Respond to escalations and play an integral part in customer relations
• Develop strategies to manage absenteeism and inconsistent work volume
• Monitor the quality and accuracy of the work performed by staff employees
• Maintain an expert understanding of JW products, services and operations to better understand the needs of the customer and the needs of the company
• Serve as department liaison between staff and management 
• Ensure the department is operating and adhering to JW policies and procedures supervising and assisting in work activity of other team members.
• Assist department manager with departmental process improvements and advise on areas that do not meet customer expectations.
• Serve as product expert for developing and assisting department manager with coordination of training curriculum for current and new employees
• Assist and multi-task in a fast paced call center setting
• Provides continuous training, coaching, and feedback to staff employees 
• Ensures all policies, procedures, and goals are followed by staff
• Lead staff to manage warranty within policies and procedures
• Perform evaluations and audit performance standards throughout year
• Manage SQDCI board 
Required Qualifications :
 • Bachelor’s degree from an accredited institution preferred (credits towards a 4 year degree and years of experience will be considered)
• 4+ years related professional experience and/or training
• Advanced to expert level skill in Microsoft Office applications 
• Ability to lead, manage escalations and resolve problems in a timely manner
• Passionate about providing the exceptional customer experience 
• Ability to quickly learn new software, systems or processes
• Strong communication skills (verbal and written)
• Demonstrated supervisory, training or lead experience
• Titan, Doclink, or SAP experience required
• 3+ years Customer Service experience with demonstrated knowledge of JW products or systems preferred



• Bachelor’s degree from an accredited institution preferred (credits towards a 4 year degree and years of experience will be considered)
• 4+ years related professional experience and/or training
• Advanced to expert level skill in Microsoft Office applications 
• Ability to lead, manage escalations and resolve problems in a timely manner
• Passionate about providing the exceptional customer experience 
• Ability to quickly learn new software, systems or processes
• Strong communication skills (verbal and written)
• Demonstrated supervisory, training or lead experience
• Titan, Doclink, or SAP experience required
• 3+ years Customer Service experience with demonstrated knowledge of JW products or systems preferred



• Bachelor’s degree from an accredited institution preferred (credits towards a 4 year degree and years of experience will be considered)
• 4+ years related professional experience and/or training
• Advanced to expert level skill in Microsoft Office applications 
• Ability to lead, manage escalations and resolve problems in a timely manner
• Passionate about providing the exceptional customer experience 
• Ability to quickly learn new software, systems or processes
• Strong communication skills (verbal and written)
• Demonstrated supervisory, training or lead experience
• Titan, Doclink, or SAP experience required
• 3+ years Customer Service experience with demonstrated knowledge of JW products or systems preferred



Salary for this role is (48,000 - 56,000)



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