Customer Service Supervisor

About RS Group

Across the industrial design, manufacturing and maintenance worlds, we’re the digital destination for product and service solutions to help our customers with the maintenance, repair and operation of their businesses.

We provide global access to an unrivalled range of over 750,000 stocked industrial products. Each day our team of experts deliver solutions to resolve our customer’s challenges across design, procurement, inventory and maintenance. We consistently strive to deliver the best possible service to all of our customers and challenge ourselves to provide a seamless procurement experience.

We are one team. We deliver brilliantly. We do the right thing. We make every day better.

These are our values. They unite our c.9,000 global colleagues and differentiate us from our competition. They are a mix of how we work today and how we must step up for the future. Most importantly, it is one set of values shaped by our people, for our people.

Together, we can make great things happen. Aim for amazing and beyond.
 

Role Purpose

The Customer Service Supervisor will oversee and assist customer service employees in the performance of their job duties such as responding to customer inquiries and resolving issues or complaints. The Supervisor work week being a balanced combination of the following responsibilities, conducting training, auditing procedures or processes, ensuring effective work flow, answering questions and performing the core functions within their area.  The Supervisor is a process expert within the department, providing critical input to ensure all daily goals are achieved.

Responsibilities

As a Customer experience role model:

• Assists in hiring and termination of customer service operations employees.
• Organizes and oversees the schedules and work of assigned staff.
• Assist with time management (approvals/denials of PTO requests, bi-weekly timecard approvals, schedules, etc.) of team in time keeping system.
• Conducts performance evaluations that are timely and constructive. 
• Effectively train staff to the processes, service and core requirements of the job.
• Coach staff to support them in achieving the service expectations for their role.
• Process auditing of staff to ensure compliance with work processes are being adhered to.
• Identify and resolve department process exceptions.
• Monitor workloads within their designated area, ensuring there’s effective flow for quick, accurate and timely transactions. Resolving issues and reporting concerns to the appropriate person (manager or other departments), as well as identifying improvement opportunities and other necessary tasks to maintain workflow.
• Expertly perform the core Customer Service tasks within the department, to support the achieving of the departments purpose, productivity, quality and service goals.
• Championing a service excellence belief, striving to make work easy for our customers. Both internally and externally.
• Resolving customer issues: both in the moment and working cross-functionally to close the loop and fix issues at root cause: through direct work or coordinating activity with other departments – regarding product issues, shipping problems, payment issues, and more.

As a Digital advocate:

• Expert in navigating our websites and technology platforms, understanding and promoting our value add services
• Supporting role in understanding needs and improvements to the digital team for better customer experience.

How I make a difference in this role

• Manages a team of assigned customer service operations team members and ensure they comply with company guidelines particularly related to quality of service.
• Monitors/reviews correspondence between representatives and customers, both external and internal.
• Ensures that representatives are informed about changes to company processes.
• Collects data and prepares reports.
• Responsible for releasing of appropriate blocks at the order level.
• Prepares monthly reports summarizing the assigned customer service team’s performance.
• Prepares knowledge-based documents such as summaries and responses to frequently asked questions.
• Identifies opportunities to update or improve customer service procedures and makes recommendations.
• Performs other related duties as assigned.

Key relationships for my role/Who do I need to consult with?

Work regularly requires interaction with other departments, frequently sales, and managers outside work unit to resolve mutual problems and to collaborate on work while ensuring internal satisfaction and service is maintained

Who do I need to keep informed and engage with?

Internal: Consistency of processes and experience for customers is key, therefore, remaining engaged with direct colleagues is a priority, while also keeping managers and other departments informed of concerns and successes for customers, especially Sales.

Essential Skills & Experience

• High school diploma or general education degree (GED) and one-two years related experience and/or training, or equivalent combination of education and experience.
• Experience of working cross-functionally and collaborating effectively with colleagues to get things done
• Strong written/verbal communication skills
• High attention to detail
• Highly organized and able to multi-task and prioritize own workloads

Desirable Skills & Experience

• Preferred college education or equivalent combination of education and experience.

Language:

• English - Advanced (Required)

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