Customer Service & Order Support Lead

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

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.