Customer Service Supervisor

The team is looking for a Customer Service Supervisor to join our department at our Manheim PA location. This position will be responsible for overseeing the quality and timeliness of customer interactions within the Customer Service Department, including collaborating with the Senior Manager of CS and Director of Customer Service to develop, maintain and track all relevant metrics. This position is also responsible for on-boarding new Customer Service Representatives. Working with the Training Supervisor ,this person is responsible for identifying ongoing continuation training for the Customer Service Department in the areas of process, product, and system training. In conjunction with the Director of Customer Service, the Supervisor identifies and executes continuous improvement opportunities designed to maximize efficiency while enhancing and improving the overall customer experience.

Manage the customer service staff, prioritize, schedule, and delegate work assignments to ensure the timely and cost effective completion of all work and projects assigned to the department. Act as a technical resource to other departments and direct reports to address and resolve inquiries and problems. Oversee customer inquiries via phone, freshdesk . Work closely with customers, sales, marketing, and operations groups to foster positive relations with all customers, internal and external. Interpret and ensure compliance with operating policies and procedures. Assist in developing short- and long-range goals and objectives of the department.

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