The Spare Parts Call Center Shift Supervisor is responsible for motivating and leading the Customer Service Team in Spare Parts as well as the training of new employees. The Supervisor will be responsible for providing excellent customer service to internal and external customer and will assist the Call Center Supervisor with handling escalated cases in a professional and empathetic manner.
Principle Duties & Responsibilities
The statements below are intended to describe the general nature and level of work in this position. They are not intended to be an exhaustive list of all responsibilities. The position may require that employees perform other duties as assigned.
1. Provide internal and external customers with high quality and efficient customer service by supporting, motivating, recognizing and rewarding the Customer Service Representatives.
2. Develop and implement training plans for new Customer Service Representatives according to the department needs
3. Assist department by answering phone calls, emails and voicemails when additional capacity is needed
4. Utilize SAP, SIS and OTRS to register cases, process quotes, orders and other sales or service related inquiries when additional help is needed.
5. Assist in resolving difficult customer disputes
6. Ensure the workload is evenly distributed and that all customer requests are addressed by the end of the business day
7. Identify systems and workflow improvements to enhance the team's efficiency
8. Support Call Center Supervisor by reporting on daily progress
9. Cross-train with the Service Administration Shift Supervisor and provide backup as needed
10. Work on special projects such as E-shop
11. Other administrative tasks as assigned by Management
12. Standard call center hours are 7am-7pm. A rotating 8 hour shift is required. Some work on weekends and holidays may also be required.
Experience Customer Service and order entry experience is necessary. Experience working in a heavy volume call center is preferred. Good organizational skills and the ability to successfully multi-task is required. Time management skills necessary. Ability to communicate patiently and diplomatically is mandatory. Must be familiar with Microsoft Office; Outlook, Word, Excel and PowerPoint is preferred. The candidate must be hard working and have a strong desire to lead a team.
Education Minimum High School graduate or equivalent. College degree or equivalent experience is preferred.
"All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, citizenship, disability or protected veteran status."
