Customer Service Leader

Minority Professional Network, Inc.; Buffalo Grove (IL); Sur place; USD 79 000 - 126 000; Plein temps

Résumé du poste

RRD is seeking a Senior Customer Service Supervisor to delegate and monitor day-to-day activities of the customer service team, ensuring balanced workflow and high service levels. You will guide team members with technical and interpersonal growth, aligning with management expectations and customer needs.

The role emphasizes coaching, performance reviews, development plans, and collaboration with internal and external customers to resolve issues and drive process improvements.

Qualifications

• Bachelor's degree in discipline related to function of work with 5 years of related experience.
• 5 or more years of experience in managing/supervising a team required
• Advanced personal computer skills ability is required in working with Microsoft Office software including E-Mail, Outlook, Word, Excel, PowerPoint, Access, and the use of Internet Explorer.

Responsabilités

• Lead, coach, mentor, motivate and inspire direct reports and others to achieve an optimum level of performance by consistently demonstrating role model behavior in all that is said and done.
• Conduct annual performance reviews for direct reports in a timely manner.
• Ensure that career development plans are prepared, communicated, and appropriately maintained for all direct reports.
• Support all employment-related policies and procedures including the company's Aff…
• Recommend changes for business objectives as appropriate to meet the needs of our customers and the facility.
• Perform regular CSR job functions with regard to production.
• Attend daily production meetings and relates information to other team members.
• Monitor and support the team process in the Customer Service department.
• Assign workload to CSRs accordingly to avoid workflow bottlenecks.
• Plan for and determine backup coverage for vacations.
• Provide feedback to the Site Manager regarding team or individual issues.
• Provide on-the-job training on new or existing procedures for Customer Service team members.
• Provide hands‑on support to the team members.
• Provide general guidance and direction to achieving team goals.
• Represent the organization to customers in a professional and helpful manner.
• Work directly with customers when appropriate on coordinating needs and resolving problems.
• Works directly with customers or sales representatives to procure work for the company.
• Serves as a liaison between the plant and outside services. Ensure consistency with company purchasing procedures.
• Communicate and share information on workflow, skill sets, and processes with other teams.
• Participate in process improvement initiatives as assigned by the Site Manager.
• Perform a variety of miscellaneous tasks as required from time to time by management representatives.

Connaissances

Team management

Coaching & mentoring

Communication

Formation

Bachelor's degree in related field

Outils

MS Office

Outlook

Excel

Word

PowerPoint

Access

Internet Explorer

Description du poste

RRD is seeking a Senior Customer Service Supervisor to delegate and monitor day-to-day activities of the customer service team, ensuring balanced workflow and high service levels. You will guide team members with technical and interpersonal growth, aligning with management expectations and customer needs.

The role emphasizes coaching, performance reviews, development plans, and collaboration with internal and external customers to resolve issues and drive process improvements.