Customer Service Supervisor (Salinas, CA - Work St.)

location: Salinas                                         days/shifts:  Mon-Fri; some weekends     
Wage Range: $95k to $110k

Customer Service Supervisor

The Customer Service Supervisor is responsible for the direct supervision, development, and management of the Customer Service Representatives (CSR’s). Develop CSR skills and capabilities to achieve a higher level of discipline within the service management processes. Responsible for managing the order administration process that includes customer setup, order entry, pricing setup and invoicing. Responsible for the development and tracking of metrics.

ESSENTIAL JOB FUNCTIONS (other duties may be assigned as needed):

1. Manages a team of assigned customer service representatives (CSR’s) and ensures they comply with company guidelines particularly related to organicgirl premium service.
2. Hire, train and supervise employees. Organize and oversee the schedules, accounts, and work of CSR’s. Conducts performance evaluations that are timely and constructive.
3. Monitors communication between representatives and customers.
4. Ensures that representatives are informed about changes to company products and services through regular team meetings.
5. Develop standard operating procedures as well as the if/then processes.
6. Analyze data and prepare reports on customer trends, complaints, service.
7. Prepares knowledge-based documents such as summaries and responses to frequently asked questions.
8. Identifies opportunities to update or improve customer service procedures and makes recommendations to the Director of Customer Service or other appropriate staff.
9. Assess usage of customer trading portals and review renewal contracts with 3rd party trading partners and make recommendations to leadership on renewal terms.
10. Conduct regular reviews of CSR’s and make recommendations to the Director of Customer Service.
11. Develop, manage, and lead group projects. May be assigned to Key and Initiative projects.
12. May be assigned a small number of customer accounts.

SAFETY/GMP/Misc (if applicable)

1. Adhere to GMP’s in accordance with company policy.

Individuals must possess these knowledge, skills, and abilities or be able to explain and demonstrate that the individual can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of skills and abilities.

EDUCATION AND EXPERIENCE:

1. Bachelor’s degree in a related field.
2. Two years’ experience as a supervisor and four years’ experience in a related business field.
3. High level of technical functional knowledge in EDI, 3rd party trading (i.e. iTrade), and Customer Portals.
4. Intermediate computer skills and experience using Power Point, Excel, Word.

LANGUAGE SKILLS:

1. Literate in English. Biliterate in English/Spanish is a plus.
2. Writes reports, business correspondence, and Standard Operating Procedures. 
3. Effectively and professionally presents operational related information and responds to questions from managers, employees, and customers.

MATHEMATICAL SKILLS:

1. Applies concepts of basic math

LICENSES/CERTIFICATION:

1. Valid driver’s license.

REASONING ABILITY:

1. Ability to define problems, collect data, establish facts, and draw valid conclusions.
2. Solves practical problems and deals with a variety of concrete variables in situations where only limited standardization exists.
3. Interprets a variety of instructions furnished in written, oral, or schedule form.
4. Organizes time schedules and simultaneous projects.
5. Exercises latitude and discretion when analyzing customer order issues and determining what order changes to make.

ADDITIONAL INFORMATION:

1. Self-starter with strong personal discipline, commitment & accountability.
2. Driven by results and focused on achieving stated objectives.
3. Strong organizational and time management skills, ability to prioritize workload and manage multiple tasks.
4. The ability to work in a fast-paced environment with flexibility in job assignments is essential.

PHYSICAL DEMANDS:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit and talk or hear. The employee frequently is required to stand; use hands to finger, handle, or feel; and reach with hands and arms. The employee is occasionally required to walk and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision, and ability to adjust focus. Heavy use of computers, computer screens, phones, faxes, etc. are required.

WORK ENVIRONMENT:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly exposed to air conditioning. The employee is also exposed to cold temperatures and heat when visiting plant processing and warehousing locations. The employee may visit plant locations where the use of chemical substances is present and used in the processing plant. Employees’ work is also subject to the pressures of time constraints and deadlines. The noise level in the work environment is usually quiet to moderate.



 

Applicants have rights under Federal Employment Laws:
Family and Medical Leave Act (FMLA) English  https://www.dol.gov/whd/regs/compliance/posters/fmlaen.pdf
Family and Medical Leave Act (FMLA) Spanish  https://www.dol.gov/sites/dolgov/files/WHD/legacy/files/fmlasp.pdf 
Equal Employment Opportunity Commission (EEOC)  https://www.dol.gov/ofccp/regs/compliance/posters/ofccpost.htm
Employee Polygraph Protection Act (EPPA) English  https://www.dol.gov/whd/regs/compliance/posters/eppac.pdf
Employee Polygraph Protection Act (EPPA) Spanish  https://www.dol.gov/sites/dolgov/files/WHD/legacy/files/eppaspan.pdf
Uniformed Services Employment and Reemployment Rights Act (USERRA)  https://www.dol.gov/sites/dolgov/files/VETS/legacy/files/USERRA_Private.pdf

Department: Customer Service
This is a management position
This is a full-time position