Supplies on the Fly - A Sysco Company

Job 172477 - Customer Service Supervisor
Kennesaw, GA

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Job Details

Location: Kennesaw, GA
Employment Type: Full-Time
Salary: Competitive

Job Description

Supplies On The Fly is the private equipment and supplies website for Sysco Foods and its customers. We are looking for a Customer Service Supervisor to join our team.

 

POSITION SUMMARY:

The Customer Service Supervisor assists in the supervision of customer service representatives. They also train, coach, and mentor Customer Service Representatives on how to achieve the best Customer Service possible for our clients.

 

RESPONSIBILITIES:

  • Assist CS Manager and Director in the oversight of the CS team.
  • Demonstrates ownership of customer and internal requests with follow through, documentation and complete resolution.
  • Isolate and identify operating policy and procedural improvements and work with manager to implement.
  • Analyze data and statistics, report findings and make improvement recommendations.
  • Assist in the interview process of Customer Service candidates.
  • Manage escalated or difficult issues and escalate to Manager/Director when issue exceeds the Customer Service Supervisor’s authority.
  • Works closely with CSR Manager and CSR Lead to ensure consistency in training, processes, policies and procedures.
  • Present a professional image at all times to customers, vendors and co-workers.
  • Must be able to facilitate functions as described in all levels of CSR job descriptions.
  • Assist customer service team with priority issues.
  • Monitor, track, and report on the productivity, performance, and quality of the customer service team and provide feedback and coaching where appropriate.
  • Guide, motivate and support Customer Service Team to achieve a consistent level of performance as well as department goals and metrics.
  • Ensure all Customer Service Team Members are current on all procedures, policies and guidelines through training and communication.
  • Proactively identify and communicate areas of department, training and process improvements needed and for areas of company growth.
  • Manage projects.
  • Work under minimal supervision.
  • Report any system or product inaccuracies.
  • Follow company policies and procedures.
  • Performs other all duties as assigned.

 

Requirements

QUALIFICATIONS:

Basic Qualifications:

  • High school diploma or equivalent
  • Minimum 2 to 5 years’ experience in customer service, or related transferable skills.
  • Customer centric and Internet savvy.
  • Strong MS Office skills.

 

Preferred Qualifications:

  • Associates or Bachelor’s degree
  • Leadership experience
  • Restaurant supply/commercial food service experience
  • Familiar with using an Automatic Call Distribution system.
  • Bilingual Spanish

 

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