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customer service operations supervisor
location: monterrey, nle, mx, 66428
function: customer services
work location: hybrid
about rs group
across the industrial design, manufacturing and maintenance worlds, we’re the digital destination for product and service solutions to help our customers with the maintenance, repair and operation of their businesses.
we provide global access to an unrivalled range of over 750,000 stocked industrial products. Each day our team of experts deliver solutions to resolve our customer’s challenges across design, procurement, inventory and maintenance. We consistently strive to deliver the best possible service to all of our customers and challenge ourselves to provide a seamless procurement experience.
we are one team. We deliver brilliantly. We do the right thing. We make every day better.
these are our values. They unite our c.9,000 global colleagues and differentiate us from our competition. They are a mix of how we work today and how we must step up for the future. Most importantly, it is one set of values shaped by our people, for our people.
together, we can make great things happen. Aim for amazing and beyond.
role purpose
the customer service operations supervisor is responsible for overseeing the daily operations of the customer service department. This role ensures that customer service representatives provide high-quality service to customers, resolves escalated issues, and implements strategies to improve overall customer satisfaction. The supervisor will also be responsible for training and mentoring staff, monitoring performance metrics, and ensuring compliance with company policies and procedures.
key responsibilities:
1. supervise customer service tasks and activities: oversee the daily activities of customer service representatives, ensuring they meet performance standards and provide excellent customer service.
2. issue resolution: establish strategies to resolve staffing and scheduling challenges.
3. performance monitoring: establish, track and analyze performance metrics, such as response times, resolution rates, and customer satisfaction kpis.
4. process improvement: identify areas for improvement in customer service processes and implement changes to enhance efficiency and customer satisfaction.
5. reporting: prepare and present regular reports on team performance, customer feedback, and operational issues to senior management.
6. compliance: ensure that all customer service activities comply with company policies, industry regulations, and legal requirements.
7. collaboration: work closely with other departments, such as sales, marketing, and product development, to ensure a seamless customer experience.
essential qualifications, knowledge, abilities and skills:
1. experience of working cross-functionally and collaborating effectively with colleagues to get things done.
2. high attention to detail.
3. highly organized and able to multi-task and prioritize own workloads.
4. experience leading in hybrid/remote work environments.
5. possesses strong analytical and effective problem-solving skills.
6. is dedicated to customer service and meeting the expectations and requirements of internal and external customers.
7. can be counted on to drive for results consistently and is bottom lined focused.
8. set priorities by quickly being able to zero in on the critical issues.
9. working knowledge of sap.
10. people development and inspiration skills.
11. reporting ability, comfort with kpi support and metrics analysis.
12. de-escalation management.
preferred qualifications:
* four-year college education or equivalent combination of education and experience.
* experience in electronic distribution.
* experience with establishing new customer service centers and shared services teams and/or experience with migration of tasks and duties from one center to another.
* experience with quality program leadership.
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