Customer Service Support Supervisor

Sharp Electronics Corporation (US); Town of Florida (NY); On-site; USD 65,000 - 80,000; Full time

Benefits offered by this job

Healthcare plans

401k retirement plan

Employee Assistance Plan

Wellness program

Training and mentorship

Insurance options

Job summary

Sharp Electronics Corporation is seeking a Customer Service Supervisor in the United States to lead a team of Customer Service Representatives, mentor staff, and partner with management to meet departmental goals.

The role handles high-level customer issues including billing and order status, requires ERP system proficiency, and entails creating reports for branch management, while fostering process improvements and collaboration across operations.

Qualifications

• Bachelor's degree preferred.
• 8–10 years in a customer service department (Order Admin, Billing, etc.).
• 1–3 years supervisory experience preferred.
• Experience with technology and network administration is preferred.
• Strong working knowledge of Microsoft Office (Word, Excel, PowerPoint, Outlook).
• Exceptional oral and written communication skills.
• Ability to interpret and analyze data for reporting and customer requests.

Responsibilities

• Supervises a team of Customer Service Representatives.
• Coaches and mentors CSR staff.
• Works with Customer Service Manager to establish team goals and contribute to procedures.
• Trains and develops staff and all new hires.
• Provides performance feedback to CSRs on time.
• Ensures compliance with company policies and procedures.
• Develops and implements workflow procedures for customer service roles.
• Resolves high-level customer service issues including billing and order status.
• Requires full understanding of the current ERP operating system.
• Creates and reports the status of orders to local Branch management.
• Daily interaction with industry-specific software.
• Has knowledge of contracts to provide one-call, caring resolution.
• May perform CSR duties as needed.
• Works with operations and management to resolve problems.
• Assists CS Manager with day-to-day tasks.
• Handles problem recognition, research, isolation, resolution, and follow-up for advanced issues.
• Manages departmental mailboxes for timely customer requests.
• Other duties as assigned.

Skills

Team leadership

Customer service

Communication

Data analysis

Problem solving

Microsoft Office

Education

Bachelor's degree (preferred)

Tools

Microsoft Office

Job description

The Customer Service Representative Supervisor is the line-level supervisor of a team of Customer Service Representatives. In addition to performing all the duties of a Senior Customer Service Representative, the Customer Service Supervisor will provide mentoring and coaching to the support team's staff members while working with management to ensure all departmental goals are achieved.

The Customer Service Supervisor will also be responsible for high-level customer support interactions, helping to resolve a wide variety of customer-related issues, including billing, order processing, updating order status, and other inquiries.

Responsibilities

• Supervises a team of Customer Service Representatives.
• Serves as a coach and mentor to the CSR staff.
• Works with Customer Service Manager (if applicable) to establish team member goals, objectives, and provides input on procedures.
• Trains and develops staff and all new hires.
• Assists management with performance feedback to all CSRs on time.
• Assists management with ensuring compliance of CSRs with company policies and procedures.
• Assists management with developing and implementing workflow procedures and solutions as they relate to the customer service roles.
• Responsible for resolving high-level customer service and support issues, including billing, order status, and customer inquiries.
• Requires full understanding of the current ERP operating system.
• Responsible for creating and reporting the status of orders and reports to local Branch management.
• Daily interaction with various industry-specific software.
• Has knowledge of contracts to assist with any questions or concerns, to be able to provide customers with a one-call, caring resolution.
• Must be able to carry out all duties of a Customer Service Representative as needed.
• Works closely with operations departments and levels of management, resolving problems and concerns.
• Assists Customer Support Manager with day-to-day tasks necessary to ensure all department goals are met.
• Handles problem recognition, research, isolation, resolution, and follow-up for advanced customer problems.
• Manage all departmental mailboxes to ensure customer requests are completed accurately and in a timely manner.
• Other duties as assigned.

Position Requirements

• A Bachelor's degree is preferred.
• 8-10 years’ experience in a customer service department such as Order Administration, Billing etc.
• 1-3 years supervisory experience preferred.
• Experience with technology and network administration is preferred.
• Strong working knowledge of Microsoft Office Products (Word, Excel, PowerPoint, and Outlook).
• Exceptional oral (especially telephonic) and written communication skills.
• Excellent customer service skills, including the ability to follow up to ensure closure of issues.
• Excellent reading comprehension and mathematical skills.
• Poised, polished professional who can lead by example and make decisions in support of organizational goals and objectives and tactical operations.
• Ability to interpret and analyze data for the purpose of generating reports and handling customer requests.
• Knowledge and understanding of Sharp products and services to provide support to others within the department when needed; in addition, when appropriate, being able to identify Sales opportunities and generate Sales leads with customers to increase sales and marketing potential within the branch.

AboutSharp Business Systems

Sharp Business Systems (SBS) is a direct sales division of Sharp Electronics Corporation, the U.S. based subsidiary of Japan's Sharp Corporation. With the strategic solutions set that make up the Simply Smarter Office, Sharp Electronics is viewed as a leading provider of innovative technologies and services ranging from its highly acclaimed AQUOS interactive display panels and portfolio of multifunctional printers, to a proven suite of advanced workflow and managed IT services.

• Comprehensive, family-friendly healthcare plans (medical, dental, vision).
• 401k retirement plan with a competitive match and plenty of financial support tools.
• Employee Assistance Plan to care for you and your family's mental and behavioral health, balance, and support. Financial protection for you and your family (life insurance and disability insurance)
• Rewarding and holistic wellness program.
• Training, professional development, and mentorship
• Full suite of voluntary insurance benefits for financial planning (auto, home, ID protection and legal)
• Dynamic culture eager to innovate, enhance diversity, and work smarter.

The listed salary range or contractual rate excludes bonuses, incentives, differential pay, and any other forms of compensation or benefits. The starting salary will be determined by several variables, including but not limited to experience, education, training, certification, and location. You may also be eligible to receive an annual discretionary incentive award, commissions, and program-specific awards, which are subject to the rules governing these programs.

Compensation Statement

$65,200 - $80,100 USD

Sharp Electronics Corporation is an equal opportunity employer - minority - female - disability - veteran.

As part of our recruitment process, Sharp Electronics may use automated tools, including artificial intelligence, to assist in the recruiting process. These tools are used to support, and not replace, human decision-making. We are committed to fair and equitable hiring practices, and all hiring decisions are made or reviewed by qualified personnel.

All applicants must be authorized to work in the US without sponsorship. All applications must include compensation expectations in order to be considered. Local candidates only, please.