Customer Service Supervisor

JOB TITLE: Customer Service Supervisor                        

DURATION: Full Time                    

LOCATION: 6 Wheeling, Dayton, NJ                       

JOB SUMMARY

The Customer Service Supervisor is responsible for directly supervising and coordinating the activities of all Customer Service employees to ensure department goals are achieved. This role is essential in providing high quality service to our customers and he/she would be responsible for meeting and exceeding customer needs and expectations. 

REPORTING RELATIONSHIPS 

This position reports directly to the Customer Service & Demand Manager and will have 2 direct reports initially with the possibility of expansion in the future.

DUTIES & ESSENTIAL JOB FUNCTIONS

• Guide and direct Customer Service team towards achieving operational goals.

• Ensure that Customer Service team has excellent communication, problem solving and professional phone etiquette skills for achieving customer satisfaction.

• Provide support to National Accounts sales team in various functions.

• Oversee throughput of customer purchase orders through distribution and delivery to customers.

• Process and research customer shortage, overage, or other shipping errors.

• Perform annual reviews, appraisals and performance management reviews for the Customer Service staff.

• Ensure all customer complaints are handled and answered in a timely and accurate fashion. 

• Develop standard operating procedures for improving the service provided to customers.

• Training staff on Customer Service operating procedures. 

• Identifying areas for improvement, and interfacing with the necessary departments to impellent the system or procedure changes.

• Assisting with staff hiring, training, and support.

• Maintain accurate records of discussions or correspondence with customers. 

• Coordinating operational activities. 

PREFERRED:

• Previous generic pharmaceutical industry experience (minimum 2-3 years)

• Prior supervisory experience