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Customer Service Supervisor

The Customer Service Supervisor is responsible for managing the E-Commerce customer service operations and assisting with the order fulfillment for the Raider Image. This position will help to maximize the operational efficiencies and ensure the integrity of the products and processes are at the highest standards.

Essential Job Functions

  • Generate sales orders from Yahoo! Shopping platform and submit packing list to the shipping department for fulfillment.
  • Oversee and monitor exchanges and credits to ensure they are processed in a timely manner.
  • Responsible for reconciling all transactions at the end of the day.
  • Monitor UPS claims that have been created due to damage or lost shipments.
  • Develop metrics and maintain procedures to ensure customer service satisfaction levels are attained at e-commerce and brick and mortar store levels, while fostering a work culture that is committed to superior customer service. (Call logs, secret shops, etc.)
  • Ensure Standard of Operating Procedures compliance within the customer service team.
  • Manage and delegate responsibilities for the customer service team, and follow up on completion of tasks.
  • Assist customer service team in responding and resolving customer issues in a timely manner.
  • Oversee and approve employee schedule and adjust staffing needs as necessary.
  • Keep abreast of new company products and services and make recommendations.
  • Assist with customer service duties as needed.
  • All other duties as assigned.

 Requirements

  • College degree or equivalent business experience.
  • Previous sales and customer service experience preferred.
  • Exceptional work ethic, personal accountability, and strong time management skills.
  • Ability to work well independently and in a team environment.
  • Critical thinking and patience.
  • Strong written and oral communication skills.
  • Must have knowledge of Microsoft office.
  • Must be flexible regarding work hours including, nights, weekends, and holidays.


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