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Customer Service Supervisor

Job ID 17000902 Date posted 02/03/2017
POSITION SUMMARY:
The Account Order Supervisor is responsible for monitoring the business and ensuring that all Account Order Coordinators and Continuous Replenishment Process (CRP) Specialists within the Customer Service Center receive the appropriate training, tools, mentoring and support to effectively process and monitor customer orders and consistently maintains high standards of cost efficient customer service. The Account Order Supervisor serves on a Leadership Team with the Customer Service Manager, Account Payment Supervisor, Facilitator and Customer Service Analyst. The AOS is responsible for backing up other members of the leadership team as well as handling special projects as required.
PRIMARY RESPONSIBILITIES:
Training
 -Ensure that the AOC’s and CRP Specialists receive appropriate training on systems, processes, policies, behaviors, and a culture to enable them to provide high standards of cost efficient customer service.
Monitor Business
-Enforce policies & procedures
-Ensure equitable workload distribution within the teams
-Maintain consistency in process flow
-Handle day to day business issues and questions
-Customer Visits
-Sales Communication
-Attend AOS/CSC Monthly Conference Calls
-Attend Team Meetings, Specialist Meetings
-Approve returns in excess of $10,000
-Review measurement and monitoring reports
-Perform quarterly audits
Human Resource Activities:
 Hire, set goals, conduct performance reviews, mentor, coach and discipline the CRP Specialists and AOC’s. Promote a corporate culture, which supports a team-based environment focusing on continuous process improvements, training and development.
Systems:
 -Request new employee ID set-up and system access
 -Discuss, review and update to ensure accuracy of Account Loading
 -Identify system issues to corporate system owner
 -Ensure associates have appropriate software and hardware
SUPERVISION RECEIVED:
Position reports to the Customer Service Manager
SUPERVISION GIVEN:
Position is responsible for the supervision of Account Order Coordinators and CRP Specialists.

Qualifications

REQUIREMENTS AND MINIMUM EDUCATION LEVEL:
 -College degree is preferred
 -Minimum two years Customer Service experience required
 -Supervision experience
 -Prior presentation experience preferred
SKILLS:
 -Proficient PC skills
 -Excellent communication skills – written, verbal and presentation
 -Ability to effectively work with all levels of personnel
 -Coaching in a team environment
 -Manage multiple projects and tasks simultaneously
 -CPI Focused
 -Leadership skills
 -Team focused

 

*LI-HL1


 


The Nestle companies are equal opportunity and affirmative action employers and are looking for diversity in candidates for employment: Minority/Female/Disabled/Protected Veteran

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