Customer Service and Order Support Supervisor

The Regents of the University of California on behalf of their Los Angeles Campus; United States; On-site; USD 90,000 - 120,000; Full time

Job summary

The Regents of the University of California on behalf of their Los Angeles Campus is seeking a Customer Service and Order Support Supervisor to lead the service team and ensure accurate order and payment processing. The role emphasizes high-quality customer interactions, system maintenance, and staff development to sustain excellent service levels.

Responsibilities include handling inbound calls, resolving inquiries, coordinating scheduling, and providing reporting to leadership.

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.
• Strong working knowledge of the Talkdesk telecommunications system.
• Experience using the Intercom customer communication platform.
• Knowledge and experience using the Staxbill financial billing system.
• Extensive knowledge and experience working with Salesforce.
• Strong knowledge and experience with NetSuite order processing.
• Ability to manage multiple priorities in a fast-changing environment.
• Exceptional verbal, written, and interpersonal communication skills.
• Demonstrated ability to lead.

Responsibilities

• Lead the customer service and order support team in providing exceptional service.
• Oversee accurate processing of customer orders, payments and account changes.
• Handle inbound customer calls including inquiries about orders, status, billing and standing orders.
• Schedule and supervise the team, hire and train staff, and develop performance standards.
• Prepare reports to the Director and drive continuous improvement in service levels.

Skills

Call center management

Customer service leadership

Talkdesk

Intercom

Salesforce

NetSuite

Staxbill

Written and verbal communication

Education

Bachelor's degree

Tools

Talkdesk

Intercom

Salesforce

NetSuite

Staxbill

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)