Client Services Team Leader

Jostens; Santiago; Híbrido; CLP 44.640.000 - 66.960.000; Jornada completa

Descripción de la vacante

Jostens in SPI Santiago is seeking a Customer Services Supervisor to provide daily support, training, and mentoring to customer-facing staff. You will help maintain a positive work environment and assist in department activities to drive performance.

Responsibilities include coaching, performance reviews, escalating issues, and ensuring high quality standards while coordinating staffing during peak periods.

Formación

• High School diploma or equivalent customer service/order processing experience.
• 1 year minimum of Neff experience.
• Schedule flexibility.
• Ability to train people.
• Experience supervising and leading people.
• Proven skills on process improvement.
• Ability to coach and mentor people and maintain confidentiality.
• Excellent verbal and written communication skills.
• Work independently or as part of a team to meet deadlines.
• Strong organizational, planning, and follow-up skills with sound judgment.
• Detail oriented and accurate with data and systems.
• MS Office and adaptability to system updates.

Responsabilidades

• Serve as the first level of contact and support for employees in partnership with Supervisor.
• Provide training for order entry and client services as applicable.
• Promote positive communications and foster teamwork within the department.
• Assist supervisor with staffing plans and performance reviews.
• Provide coaching, feedback, and mentoring to employees.
• Handle and resolve escalated customer issues.
• Facilitate staff meetings and disseminate information on process changes.
• Help implement plans for high quality standards.
• Review regional voicemail for follow-up three times a day.
• Schedule with other leads during peak season, including evenings/weekends.

Conocimientos

Leadership

Coaching

Mentoring

Process improvement

Training

Communication

Organization

Attention to detail

MS Office

Teamwork

Confidentiality

Educación

High School diploma or equivalent

Herramientas

Microsoft Suite

Descripción del empleo

Location: SPI Santiago

SCHEDULE: 8:00 AM -5:30 PM

GENERAL DESCRIPTION OR PURPOSE OF JOB:

As the direct line of support to the Client Services Supervisor, this role provides daily support and contact to customer-facing employees, including training, coaching, and mentoring while promoting and maintaining a positive work environment. Provides help and assists in all the activities related to the department.

RESPONSIBILITIES / ESSENTIAL FUNCTIONS:

Item

Responsibility/Function

%Time

1

• Serve as the first level of contact and support for employees in partnership with Supervisor
• Provide training for order entry and client services as applicable
• Responsible for creating and maintaining an environment that promotes positive communications within the department as well as fostering teamwork and bolstering employee morale
• Assist supervisor with staffing plans for optimal efficiency within the department
• Assist supervisor with preparation of annual performance reviews
• Provide coaching, feedback, and mentoring to employees as needed
• Handle and resolve escalated customer issues
• Facilitate staff meetings on an as-needed basis and disseminate information to personnel regarding process changes, process updates, and new program information as necessary
• Assist supervisor with creating and implementing plan for high quality standards to ensure quality is maintained
• Review 3 times a day. Region voicemail for follow-up
• Schedule with other leads during peak season, including evenings/weekends when necessary.
• Served as the first point of contact for the team when the Supervisor is not in the office
• Other duties as assigned by Supervisor

50%

2

• Monitor and review individual and group performance to ensure work is of the highest quality by conducting audit processes to (Jneff / CQM).

20%

3

• Participate in continuous improvement efforts and act as liaison with the department manager and other areas of the company by helping in the development and implementation of new projects.

30%

Required:

• High School degree or equivalent customer service/order processing experience
• 1 year minimum of Neff experience
• Schedule Flexibility
• Ability to train people.
• Experience supervising and leading people.
• Proven skills on process improvement.
• Ability to coach and mentor people as well as maintain confidentiality.
• Excellent verbal and written communication skills.
• Able to work independently as well as part of a team to achieve goals and meet crucial deadlines.
• Strong organizational, planning, and follow-up skills as well as the ability to exercise sound judgment in decision making.
• Detail oriented, accuracy in dealing with data and systems.
• PC skills to include a working knowledge of Microsoft Suite applications and adaptability to system updates and changes.
• Strong interpersonal and communication skills with the ability to coach and mentor performance.
• Ability to multi-task in a detail-oriented data and systems-driven environment.

Jostens provides products, programs and services that help our customers celebrate moments that matter. Our mission is to Capture. Celebrate. Inspire. We extend our mission to working with our valued suppliers to partner with us to provide keepsakes designed to help consumers capture and celebrate moments that matter, and inspire them for a lifetime. The Jostens team is passionate about living and practicing our values, our Code of Conduct, and our commitment to sustainability in every interaction.

Every member of the Jostens team is accountable to customers and suppliers to act with integrity and responsibility, to respect and recognize and to embrace change. We believe that living our values is required to earn customer loyalty and meet the expectations of all our stakeholders.

It is through our mission and values that Jostens conducts all business with respect to the customers we serve and the communities in which we work.