Custumer Service Supervisor - Night shift

Job description

Provides leadership and support to the team that delivers process excellence in the daily customer interface activities including new and existing customers with the best possible service in relation to backlog inquiries, service requests, suggestions and complaints. Includes Call Center - Outbound, Call Center/Customer Service and e-Commerce Customer Service Essential Duties & Responsibilities Required Supervises the day-to-day operations of assigned team. Ensures effective process utilization, quote, receive orders, order entry, purchase, invoice, track orders and expediting Provides team leadership and support to explore, identify and implement new or revised processes and tools required to ensure successful execution of required activities. Resolves complex escalated issues raised from the team activities and/or specific customer process requirements issues. Applies excellent process knowledge to audits to ensure compliance with all legal and internal financial controls requirements. Reviews and analyzes operational metrics and identifies areas where additional opportunities exist to improve operational service levels. Conducts and/or provides appropriate training and operational direction to team members to effectively perform the required defined processes. Manages order management process and ensure process is verified and audited for compliance. Perform backlog management to ensure accurate order placement, ship-dates, installations, etc. Responsible for the roll-out of any new process and procedures to their assigned team. Handles customer complaints and customer satisfaction issues elevating issues as needed. Establishes performance metrics and provides performance appraisal and employee development planning with team members. Is responsible for a variety of staff activities that include but are not limited to: assessing/assigning work; providing coaching and training, making hiring, monetary, disciplinary, and termination recommendations or conducting other required supervisory actions as needed. Applies process knowledge to audits to ensure compliance with all legal and internal financial controls requirements. May participates in operations and customer business reviews. Serves as a mentor to staff across all process areas. Qualifications, Required Knowledge Skills & Abilities and Working Conditions Job Level Specifications: Expert knowledge of all internal customer support processes. Demonstrated expert knowledge of supplier operational process and TD SYNNEX's point(s) of engagement and related process requirements Demonstrated effective written and verbal communications skills. Demonstrated analytical ability. Demonstrated judgment in the ability to apply effective people skills to accomplish work through direct reports and/or virtual team members Demonstrated skills in process improvement activities and project management. Experience: Two years of progressively more complex and responsible related work experience in customer support or a similarly related process activity arena demonstrating the ability to perform the variety of people interface requirements and work process activities involved in the position’s success. Education/Certification: Bachelor’s degree in business, marketing or related field or equivalent combination of formal education and directly related experience is required. Distinguishing Characteristics: This position may be assigned real and/or virtual team members to accomplish required customer support activities. Key Skills What’s In It For You? Elective Benefits: Our programs are tailored to your country to best accommodate your lifestyle. Grow Your Career: Accelerate your path to success (and keep up with the future) with formal programs on leadership and professional development, and many more on-demand courses. Elevate Your Personal Well-Being: Boost your financial, physical, and mental well-being through seminars, events, and our global Life Empowerment Assistance Program. Diversity, Equity & Inclusion: It’s not just a phrase to us; valuing every voice is how we succeed. Join us in celebrating our global diversity through inclusive education, meaningful peer-to-peer conversations, and equitable growth and development opportunities. Make the Most of our Global Organization : Network with other new co-workers within your first 30 days through our onboarding program. Connect with Your Community: Participate in internal, peer-led inclusive communities and activities, including business resource groups, local volunteering events, and more environmental and social initiatives. Don’t meet every single requirement? Apply anyway. At TD SYNNEX, we’re proud to be recognized as a great place to work and a leader in the promotion and practice of diversity, equity and inclusion. If you’re excited about working for our company and believe you’re a good fit for this role, we encourage you to apply. You may be exactly the person we’re looking for!