Customer Service Team Lead & Mentor

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

Benefits offered by this job

Comprehensive healthcare plans

401k retirement plan

Employee Assistance Plan

Wellness program

Training and mentorship

Voluntary insurance options

Dynamic culture

Job summary

Sharp Electronics Corporation is seeking a Customer Service Supervisor to lead a team of Customer Service Representatives, mentor staff, and partner with management to achieve department goals.

The role handles high-level customer issues including billing and order status, requires ERP proficiency, and focuses on coaching, performance feedback, and workflow optimization across the service team.

Qualifications

• 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 and written communication skills.
• Excellent customer service skills and ability to follow up to ensure closure of issues.
• Ability to interpret and analyze data for reporting and customer requests.
• Knowledge of Sharp products and services to support the department and identify sales opportunities.

Responsibilities

• Supervises a team of Customer Service Representatives.
• Coaches and mentors CSR staff.
• Sets team goals with management and provides input on procedures.
• Trains and develops staff and new hires.
• Gives performance feedback to CSRs on time.
• Ensures CSRs comply with company policies.
• Develops and implements workflow procedures for customer service roles.
• Resolves high-level customer service and support issues (billing, order status, inquiries).
• Understands the ERP system and generates order status reports.
• Interacts with industry software daily.
• Assists with contract knowledge to provide one-call resolutions.
• Performs CSR duties when needed.
• Collaborates with operations and management to resolve problems.
• Assists in day-to-day tasks to meet department goals.
• Manages departmental mailboxes to ensure timely responses.
• Other duties as assigned.

Skills

Supervisory experience

Mentoring & coaching

Customer service

Communication skills

Data analysis

ERP system

MS Office

Education

Bachelor’s degree preferred

Tools

ERP system

Job description

Sharp Electronics Corporation is seeking a Customer Service Supervisor to lead a team of Customer Service Representatives, mentor staff, and partner with management to achieve department goals.

The role handles high-level customer issues including billing and order status, requires ERP proficiency, and focuses on coaching, performance feedback, and workflow optimization across the service team.