Customer Service Supervisor

RXinsider LTD.; Grove City (OH); On-site; USD 42,000 - 64,000; Full time

Job summary

RXinsider LTD. is seeking a Customer Service Supervisor to lead a multi-shift team of Customer Service Specialists.

The role focuses on day-to-day management of customer service processes, coaching and developing staff, and ensuring exceptional service for all customers. You will drive efficiency through process changes, monitor performance metrics, and collaborate with departments such as Accounting and Shipping to resolve customer issues.

Qualifications

• Requires a high school diploma or equivalent.
• Experience in supervising customer service teams is preferred.
• Strong reading, math, and communication skills.

Responsibilities

• Oversees a team of Customer Service Specialists across shifts.
• Trains and coaches staff to meet company objectives.
• Manages direction, training, coordination, performance and evaluation of the team.
• Drives performance through process improvements and standard procedures.
• Provides metrics and feedback to staff and management.
• Ensures high-quality, positive customer service for all customers.
• Collaborates with other departments on customer activity issues.
• Maintains professional work environment to motivate the team.
• Executes special projects as assigned.

Skills

Customer service leadership

Supervision

Training and coaching

Process improvement

Metrics reporting

Education

High school diploma or equivalent

Tools

Microsoft Word

Excel

Job description

Brief Description

The Customer Service Supervisor shall be responsible for the day-to-day management of customer service process via one-on-one supervision of Customer Service Specialists. The nature of this position requires direct contact with customers and with company staff who support the ordering, delivery, billing and customer satisfaction process.

Requirements

• Possesses a high school diploma or equivalent
• Possesses advanced skills in reading for information, mathematics, locating information, listening, written and verbal communications
• Ability to work effectively with company staff and customers
• Ability to work independently and manage work tasks effectively
• Knowledge of Windows, Microsoft Word and Excel, order processing and internet software
• Organizational and prioritization skills are a must
• In Office environment: Requires ability to sit for extended periods of time with frequent hand & finger dexterity. Continuous ability for near/far vision and hearing.

Summary

• Manages a multi-disciplinary, multi-shift team of customer service specialists.
• Trains, coaches, supervises, and develops teammates to achieve company objectives.
• Manages a customer service team and will be responsible for the overall direction, training, coordination, performance, and evaluation of this team.
• Embraces performance management
• Drives efficiencies through process and procedure changes
• Provides metrics & feedback to individual/team/upper management
• Ensures high-quality, positive, memorable customer service is provided to ALL customers
• Assists other company departments with questions/problems associated with customer activities and issues.
• Decision making and judgement that always place HCL and business needs first.
• Create and maintain a professional work environment so team members are motivated and challenged to perform at their highest levels.
• Maintains effective communication with departments including Accounting, Resource, Human Resources, Manufacturing and Shipping, etc.
• Executes special projects as assigned.