Watch this video to learn more about the culture here at Online Labels Group!
Role Summary
Customer Service Supervisors oversee all aspects within their assigned team of representatives to ensure the highest level of productivity while acting as a coach to train new talent, develop existing talent and assist with any other functions to support the Customer Service Manager / Director.
Shift : Monday-Friday 8 : 00am-5 : 00pm (May change based on business needs)
Pay rate : Based on experience
Benefits :
- Potential Monthly Departmental Bonuses
- Medical
- Dental
- Vision
- Paid Time Off (PTO)
- 401(k) with Company match
- Holiday Pay
- Supplemental Insurances (Cancer, Critical Illness, Accident, Short Term & Long Term Disability, Life Insurance)
Summary of Responsibilities
- Supervise a team of employees consisting of Enterprise Customer Service Representatives, Customer Service Representatives, and Order Writer team members.
- Coach and counsel employees as needed.
- Become a subject matter expert in internal enterprise applications.
- Understand established processes and communicate them effectively to the team.
- Review processes and recommend changes as necessary.
- Follow established quality management system procedures.
- Complete quality documents to ensure adherence to procedures.
- Follow all established safety procedures.
- Participate in interview and hiring process.
- Lead team to attain goals and targets as assigned by manager.
- Monitor and analyze Key Performance Indicators (KPI's) to drive desired outcomes.
- Drive performance improvement for team by identifying areas in need of improvement and creating and implementing plan.
- Ensure all Queues, owned by Customer Service, are monitored, and addressed in a timely manner.
- Other duties as assigned.
Required Skills
- Ability to deal with a wide variety of personalities.
- High attention to detail.
- Proficiency with Microsoft Office applications, including PowerPoint, Excel, and Word.
- Ability to handle multiple issues at the same time.
- Understanding of office culture and the ability to cultivate it.
- Ability to communicate with co-workers effectively.
- Able to work effectively as part of a team.
Experience Requirements
2+ years in the same or similar role
Equal Employment Opportunity
At Online Labels Group, we don't just accept difference we celebrate it, we support it, and we thrive on it for the benefit of our employees, our products, and our community.
Online Labels Group is proud to be an equal opportunity workplace to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics.
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