Sharp Electronics Corporation

  • Customer Service Support Supervisor

    Job Location US-CA-Pleasanton
    Posted Date 3 weeks ago(10/22/2018 10:31 AM)
    Job ID
    2018-4689
    Category
    Customer Service
  • Overview

    The Customer Service Representative Supervisor is the line level supervisor of a team of Customer Service Representatives. In addition to being able to perform all of the duties of a Customer Service Representative the Customer Service Supervisor will provide mentoring and coaching the staff members of the support team, while working with management to ensure all of the department goals are being achieved. The Customer Service Supervisor will also be responsible for

    high level customer support interactions, helping to solve a wide variety of customer related issues including assistance with billing, order processing, updating order status and other assorted customer inquiries.

    Responsibilities

    • Supervise a team of Customer Service Representatives
    • Serve as a coach and mentor to the CSR staff
    • Establish team member goals and objectives
    • Train and develop staff and new hires
    • Provide performance feedback in a timely manner
    • Responsible for ensuring compliance with Company policy and procedures.
    • Develop and implement work flow procedures and solutions as relates to
    • Order administration.
    • Responsible for resolving high level customer service and support issues including billing, order status and customer inquiries.
    • Requires full understanding of SAP operating system.
    • Responsible for local SAP training of new CSR staff members
    • Responsible for timely coordination of final disposition of returned equipment including lease returns.
    • Responsible for creating and reporting status of orders to local Branch management.
    • Responsible for overall system billing routines, ongoing review of system reports and system data integrity.
    • Must possess knowledge of contracts in order to assist any questions, or concerns brought by CSR staff members.
    • Provide insight and input to senior management regarding department issues and operations; take action to solve problems
    • Manage all departmental mailboxes to ensure customer requests are completed accurately and timely
    • Responsible for ensuring customers are set up on MICAS. Work with customers and service department to automate meters and toner replenishment
    • May also assist Customer Service Manager with running of the department in larger branches
    • Must be able to carry out all duties of a Customer Service Representative as needed
    • Other duties assigned

    Qualifications

    • 8 – 10 years’ experience in a customer service department such as Order Administration, Billing etc.
    • 1-3 years supervisory experience preferred
    • Experience with technology and network administration is preferred.
    • Strong working knowledge of Microsoft Office Products (Word, Excel, PowerPoint, and Outlook)
    • College degree preferred
    • Exceptional oral (especially telephonic) and written communication skills
    • Excellent customer service skills including an ability to follow-up to ensure closure of issues
    • Excellent reading comprehension and mathematical skills
    • Poised, polished professional who can lead by example and make decisions in support of the organizational goals and objectives and tactical operations.
    • Ability to interpret and analyze data for purposes of generating reports and handling customer requests.
    • Knowledge and understanding of Sharp products and services to provide support to others within the department when needed; in addition, when appropriate be able to identify Sales opportunities and generate Sales lead with customers in an effort to increase sales and marketing potential within the branch.

    Sharp Electronics Corporation is an equal opportunity employer – minority/female/disability/veteran

     

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