Customer Service and Order Support Supervisor

University of California, Los Angeles; Los Angeles (CA); On-site; USD 85,000 - 115,000; Full time

Job summary

University of California, Los Angeles is seeking a Customer Service and Order Support Supervisor to lead the CS and order support team in delivering exceptional service and accurate processing of orders, payments and account changes.

The role covers inbound calls, order status inquiries, billing, standing orders, complaints, and team scheduling, with responsibilities for staffing, training, and performance reporting to the Director.

Qualifications

• Bachelor’s degree or 5 years of experience managing call center operations or equivalent.
• Extensive experience with Salesforce and NetSuite for order processing and customer data.

Responsibilities

• Lead customer service and order support team to deliver exceptional service.
• Process customer orders, payments and account changes accurately.
• Handle inbound calls and inquiries on orders, billing and status.
• Schedule staff, hire/train, and drive unit performance standards.
• Prepare reports for the Director and initiate improvement projects.

Skills

Leadership

Communication

Prioritization

Customer service excellence

Education

Bachelor's degree or equivalent experience

Tools

Talkdesk

Intercom

Staxbill

Salesforce

NetSuite

Job description

Position Summary

The Customer Service and Order Support Supervisor leads the customer service and order support team in providing exceptional service to CEB's customers, and the accurate processing of customer orders, payments and account changes. The Customer Service and Order Support Supervisor is responsible for all activities associated with inbound customer calls including processing customer orders, account inquiries regarding account and order status, processing payments and answering billing inquiries, standing orders, complaints, maintaining positive account relationships, as well as team scheduling. Handles technical systems maintenance; staffing including hiring and training; the development of the unit and individual performance standards and customer service standards and preparation of reports to the Director. The Customer Service and Order Support Supervisor works independently and initiates projects necessary to maintain a high level of service to customers

Salary & Compensation

*UCLA provides a full pay range. Actual salary offers consider factors, including budget, prior experience, skills, knowledge, abilities, education, licensure and certifications, and other business considerations. Salary offers at the top of the range are not common. Visit UC Benefit package to discover benefits that start on day one, and UC Total Compensation Estimator to calculate the total compensation value with benefits.

Qualifications

• Bachelor’s degree or 5 years of experience managing call center operations or equivalent combination of education and experience in business, operations, customer service. (Required)
• Strong working knowledge of the Talkdesk telecommunications system (Required)
• Experience using the Intercom customer communication platform. (Required)
• Knowledge and experience using the Staxbill financial billing system (Required)
• Experience using the Intercom customer communication platform (Required)
• Extensive knowledge and experience working with Salesforce. (Required)
• Strong knowledge and experience with NetSuite order processing (Required)
• Ability to manage multiple priorities in a fast‑changing environment (Required)
• Exceptional verbal, written, and interpersonal communication skills (Required)
• Demonstrated ability to lead (Required)

Education, Licenses, Certifications & Personal Affiliations

• Bachelor's Degree in related area and / or equivalent experience / training (Required)

Special Conditions for Employment

• Background Check: Continued employment is contingent upon the completion of a satisfactory background investigation.
• Age Requirement: Candidate(s) must be 18 years or older to be eligible to be hired.

Schedule

8:00 a.m. to 5:00 p.m.

Union/Policy Covered

99-Policy Covered

Complete Position Description

https://universityofcalifornia.marketpayjobs.com/ShowJob.aspx?EntityID=38&JDName=Customer%20Service%20Supervisor%201%20(40824518)