Customer Service Supervisor

Job Description

Job Description

General Objective

The key purpose of this position is to supervise and perform Customer Support activities which ensure merchandise is properly delivered to customers on a timely, accurate and effective manner.

All along this process the CS team is customers’ main contact point. Therefore, the CS Supervisor shall ensure that all relevant Purchase Orders and Shipping information is appropriately provided to customers.

In order to accomplish such goal the incumbent must comply with all internal processes and also must successfully interact with different departments and external parties.

The Customer Services Department is accountable for taking care of products delivery since Purchase Order is received to the final destination confirmation.

Responsibilities

1. Place customers Sales Orders in our database System

2. Coordinate best way to send merchandise to customers.

3. Check and process Purchase Orders and send them to customers for final confirmation.

4. Work with AR Department to check payment options or credit availability.

5. Distribute SOs to warehouse for orders to be prepared.

6. Verify SOs Gross Profit margins to make sure they are aligned with company standards.

7. Analyze the Shippable Report, in order to confirm items quantities.

8. Elaborate invoices.

9. Interact with customers to provide information in response to inquiries about products, services or shipping.

10. Handle and resolve customer’s claims.

11. Identify, research and resolve customers issues.

12. Filing Customer Orders when necessary.

Ø Hard Skills :

• Bachelor degree or equivalent (desirable).
• Deep knowledge of customer service principles (5 years of previous experience).
• Knowledge of relevant computer applications.
• Ability to type
• Bilingual English-Spanish (desirable).
• Knowledge of administrative procedures.
• Product knowledge desirable

Ø Soft Skills :

• Must have ability to work with patience and courtesy.
• Interpersonal Skills
• Communication skills-verbal and written
• Listening skills
• Problem analysis and problem-solving approach.
• Attention to detail and accuracy.
• Data Collection and ordering
• Customer Service orientation.
• Stress Tolerance.
• Initiative.
• Adaptability.

Numerical reasoning.