AddressThe Supervisor Customer Relations will oversee the day-to-day operations and performance of the Customer Relations Team. The supervisor focuses on providing outstanding customer service skills, that will help create an atmosphere of exceptional service to our CDW customers The supervisor is also responsible for handling complex or escalated customer situations including calls, freight and price adjustments, and certain return and service requests. Additionally, the supervisor serves as a liaison to other departments including but not limited to Sales, Distribution Center, Credit Services, and Vendor Returns.
Key Areas of Responsibility
- Handle Complex or escalated customer situations, including calls, freight, price adjustments, and return and service request.
- Maintain open communication with and serve as a liaison to other departments, including Sales, Distribution Center, Credit Services, and Vendor Returns and work closely with them to streamline processes.
- Supervise and motivate a team of Coworkers, including hiring, training, coaching, providing feedback, development and performance management.
- Communicate important procedural updates while monitoring daily workload volume and overdue tasks.
- Manage projects and specialty assignments.
- Monitor department service levels to ensure customer satisfaction as you look for innovations to improve department efficiencies and elevate customer service.
- Provide consistent feedback and assist with the completion of annual performance reviews.
Education and/or Experience Qualifications
- High school diploma or GED
- 4 years customer service experience
- 1 year experience in a Leadership capacity
Required Qualifications
- Excellent verbal and written communication skills with the ability to effectively interact with all stakeholders including customers.
- Proven ability to mentor others.
- Strong conflict resolution and problem solving skills.
- Demonstrated ability to build productive cross-functional relationships.
- Strong organizational skills and excellent time management.
- Ability to think creatively and strategically.
- Ability to promote a healthy, productive, and positive environment.
- Must use good judgment and can act decisively at the right time and exhibit critical thinking.
- Proven ability to respond quickly to changing priorities of the department.
Preferred Qualifications
- Bachelor's Degree
- Call center experience
