Customer Care Supervisor

First level supervisor of a team of Customer Care representatives ensuring high levels of customer satisfaction, monitoring employee performance and supporting their professional growth while monitoring and contributing toward meeting department targets

ACCOUNTABILITIES: 

• Ensure employee compliance with processes and procedures in all daily activities including, but not limited to: order management, return authorizations, price adjustments, program administration, and contract execution.

• Ensure employees are meeting KPI targets including 24-hour order processing, 1-minute call acceptance, and same day responses.

• Ensure high accuracy rates, investigate the source of errors and actively participate in trainings to maintain high levels of accuracy and encourage employees toward continual growth.

• Ensure high quality of “Call Care” and support offered by employees to ensure high levels of customer satisfaction. 

• Motivate and inspire employees to drive high performance and high achievement.

• Escalate situations to management as needed to maintain company reputation and profitability.
  

RESPONSIBILITIES:  

• RMA transaction and sales order fulfilment;

• Ensure customer compliance to RMA policy and process, managing open RMA issues to find suitable resolution.

• Work with Shenzhen warehouse person to confirm and clarify the received defect parts and help to do the electric receiving on time;

• Provide input to service parts inventory planning process and and replenish the stock of important service parts according to the yearly and monthly consumption;

• Provide input to FGs inventory forecasting process and work with divisional allocation team to ensure we can supply FGs to customer on time;

• Handle the OOW order and delivery, make sure every OOW order be in comply with company policy and process;

• Work with factory colleague to make sure the returned service parts can be refurbished on time;

• Listen to employee queued phone calls for quality of “Care” provided and identify training opportunities toward continued professional growth and development.

• Host team meetings in an organized and consistent manner providing up to date communications, sharing knowledge, reviewing department targets, and taking actions toward meeting expectations.

• Meet with employees on a monthly and/or quarterly basis to discuss individual performance, training opportunities, establish future goals and acknowledge goals achieved.

• Propose, participate, and contribute to change initiatives to continually improve processes and procedures to increase efficiencies and ensure employees have the tools to succeed.

Requirements

• College degree or above

• At least 6 years working experience on customer service

• Data analysis skill

• AX-ERP or SAP experience

• Crisis handling capability

• Experience dealing with sales team issues, challenges, complaints and having the savvy to escalate when appropriate

• Proven problem solving and analytical skills

• Ability to manage, coach and develop others

• Strong PC Skills utilizing Microsoft Office

• Excellent interpersonal, written and verbal communication skills including presentation skills

• Ability to build and maintain good rapport with internal and external customers and handle situations with confidence, tact and resourcefulness

• Flexible, adaptable with the ability to work under pressure to meet deadlines in as fast paced office environment

• Dare to say “NO” to every non-compliance request and work instruction is the must