Customer Service Supervisor
Seeking local candidates, no relocation available for this position
- Bachelor's degree in Business Administration, Marketing, or related field (preferred).
- 3-5 years of experience in customer service, sales support, or a related field.
- 3+ years' experience in the related area as an individual contributor.
- Biopharma (or similar industry) experience preferred.
- ERP experience (Syteline preferred).
Overview:
Our client is seeking a dynamic and results-driven Customer Service Supervisor to oversee daily operations, ensuring efficiency, high service levels, and customer satisfaction. This role involves managing workflows, supporting team development, and assisting with performance metrics to enhance department processes. The ideal candidate will bring leadership experience in customer service or sales support, along with strong problem-solving and communication skills.
Key Responsibilities:
- Oversee day-to-day department operations, ensuring smooth workflow and high performance.
- Lead and mentor a team of 7-10 employees, fostering a positive and productive work environment.
- Develop and implement customer service policies and procedures, driving continuous improvement.
- Maintain and manage customer information databases to ensure accuracy and accessibility.
- Address and resolve complex customer inquiries and escalations in a timely manner.
- Support sales and customer interactions, including quotes, order processing, and status updates.
- Establish performance benchmarks, track key service metrics, and report on KPIs.
- Collaborate with internal teams, including Sales and Operations, to align objectives.
- Assist in recruiting, onboarding, and training customer service staff.
- Participate in customer audits as needed.
- Provide input on employee performance evaluations and development plans.
- Handle additional tasks as assigned by leadership.
Qualifications & Skills:
Bachelor's degree in Business Administration, Marketing, or a related field (preferred).
- 3-5 years of experience in customer service, sales support, or a similar role.
- Prior experience in a leadership or supervisory capacity.
- Industry experience in biopharma or a related sector is a plus.
- Proficiency in ERP systems (Syteline preferred).
- Strong understanding of customer service operations and best practices.
- Advanced skills in Microsoft Office Suite (Excel, Word, Outlook, PowerPoint).
- Excellent interpersonal, verbal, and written communication skills.
- Strong problem-solving abilities and a proactive mindset.
- Effective time management skills with the ability to multitask and meet deadlines.
- Proven leadership abilities with experience in team development and motivation.
- High level of professionalism, confidentiality, and tact in handling sensitive situations.
- Adaptable to fast-paced environments with a strong sense of urgency.
- Valid CA Driver's License and proof of automobile insurance required.