Position Summary:
The Customer Service Supervisor will provide leadership to the Bio Bidet customer service team including but not limited to development of internal and external business relationships, practices, and strategies to meet customer and corporate objectives. 

The incumbent will live the corporate values of treating people with dignity and respect, practicing leadership, driving continuous improvement, acting with a sense of urgency, promoting innovation, fighting for consensus, and managing through teams. 

Supervisor Responsibilities:
•Recruit, interview, hire, and train new staff in the department.
•Mentor and guide direct reports.  
•Oversee the daily workflow of the direct reports.


Specific Responsibilities:
Team Leadership: 

Manage and motivate the customer service team, providing guidance, training, and support to achieve performance goals.Lead the customer service team to meet the corporate mission, extending quality service to retain and build our customer base.

Customer Satisfaction: 

Responds to and resolves escalated issues and complex requests from customers effectively while maintaining a focus on customer loyalty.

Performance Monitoring: 

Analyze key performance indicators (KPIs) to track team performance, identify areas for improvement, and implement action plans. Set and own growth goals, communicate progress and learnings to manager.

Process Improvement:

Evaluate and refine customer service processes to increase efficiency and reduce resolution times. Select, appoint, lead, develop, train, and evaluate customer service staff to maximize and utilize their potential talents and skills.

Training and Development:

Conduct regular training sessions for staff to improve product knowledge, communication skills, and customer service techniques. Work closely with other departments (e.g., Sales, Marketing, Operations) to ensure a seamless customer experience and develop new methods. Develop and conduct ongoing training programs to keep Customer Service staff at a high level of training and efficiency.

Cross-Departmental Collaboration:

Work closely with other departments (e.g., Sales, Marketing, Operations) to ensure a seamless customer experience.Effectively utilize the PROS system, DSRP, DIVER and other related software tools required to manage the sourcing of products and components.

Reporting:

Prepare and present regular reports on team performance, customer feedback, and service trends to senior management. Review supplier performance for all critical suppliers monthly.