Customer Service Supervisor

Key Responsibilities

• Duties include managing the Customer Service team.
• Train all direct reports to provide the highest standards of service and ensuring that all company policies and procedures are followed.
• Dayforce payroll management and scheduling.
• Provide prompt, accurate, and friendly customer service. Service can include responding to inquiries regarding services, products, deliveries and availability. Handle customer inquiries and resolve customer concerns.
• Set customer satisfaction goals and work with the team to meet them on a consistent basis.
• Promote a working team environment; ensure best practices are shared and followed; set team goals; develop and track key metrics; coach, counsel, train and manage performance.
• Provide employee performance appraisals and disciplinary action.
• Effectively and efficiently identify and resolve customer issues and problems; serve as a point of escalation for customer issues requiring a higher degree of expertise or discretion.
• Capture and document the operational requirements of key customers, with respective steps to improve partnerships.
• Responsible for maintaining accurate Open Sales Reports. Run daily/monthly SEI reports for regular monitoring and end of month close.
• Serve as site change champion for system upgrades, procedure and policy changes.
• Responsible for invoicing delays and invoicing accuracy related to customer service data entry.

Education/Knowledge/Skills/Experience Desired

• 5+ years of experience in a Customer Service role, or similar
• 2+ years of proven managerial experience or leadership role • Associate degree or higher desired
• Ability to work under pressure and achieve solutions in situations where there are conflicting objectives
• Effective written and oral communication skills; able to communicate and influence effectively with other functional areas
• Solve problems analytically; search out relevant information and gauge its importance when making decisions

JOB DESCRIPTION