Cardinal Health
Customer Service Supervisor
At a glance
Location: US-NY-Niagara Falls Map
Posted: 10/13/2019
Closing: 11/12/2019
Degree: Not Specified
Type: Full-Time
Experience: Not Specified
Cardinal Health
Job description

Customer Service is a fast paced operation with constant changing priorities.  The Supervisors responsibilities are to oversee the daily activities of the department ensuring work is processed within our established standards and deadlines.  Responsibilities include cultivating an environment of trust, teamwork, self-confidence and ownership.  Assist with the development and implementation of programs to motivate employees and stimulate a high sense of business ownership and urgency. Proactively interacts with internal and external customers for timely resolution of issues.


Accountabilities

  • Motivates and leads our Customer Service Representatives to the highest level of customer servicing to meet and exceed our customer’s expectations
  • Encourages teamwork and employee involvement
  • Works with manager to establish and implement department, team and individual goal and objectives
  • Ensures work assignments are processed and completed timely within departmental standards
  • Understands the daily operations & management systems/applications such as our ACD Telephone System, Case Management and SAP to ensure customer satisfaction, identifying and responding to trends within our business and assisting the CS Reps
  • Recommend and apply solutions based on feedback from Call Monitoring, Sales and our Customer; i.e. systems, policies and procedures, products, missed sales opportunities
  • Provide continual communications and coaching with CS Reps as it applies to their job performance
  • Identify & recommend training requirements to improve our customer experience
  • Support the continuous development and implementation of Customer Service programs (Rewards & Recognition, Training/Cross training, Teambuilding Workshops)
  • Leads team meetings/huddles and utilizes rewards and recognition for outstanding performance
  • Assist & recommend with employee hiring, promoting and providing constructive employee performance evaluations and counseling recommendations
  • Assist Management with administering department and company policies
  • Time management skills to prioritize goals and objectives
  • Implement, enforce and follows up on employee corrective action. Takes corrective disciplinary action when required.

What is expected of you at this level

  • Call monitor and document customer incoming calls to help measure and improve our level of service and performance
  • Identify and respond appropriately to customer issues
  • Frequently interacts with subordinates and has regular focused communications with Sales Supervisors to insure optimal customer service is provided
  • Effectively train employees with systems and processes as required to perform responsibilities

Qualifications

  • Bachelor’s Degree or equivalent in work history with 5 years customer service experience preferred
  • High level of motivation to succeed
  • High energy level/enthusiasm
  • Proven planning capability
  • Strong interpersonal skills
  • Excellent communication skills
  • Strong customer service and sales interests
  • Ability to analyze and recommend solutions
  • Independent minded

Relationship Responsibilities

  • Call monitor and document customer incoming calls to help measure and improve our level of service and performance
  • Identify and respond appropriately to customer issues
  • Frequently interacts with subordinates and has regular focused communications with Sales Supervisors to insure optimal customer service is provided
  • Effectively train employees with systems and processes as required to perform responsibilities


Special Skills Requirements

  • High level of motivation to succeed
  • High energy level/enthusiasm
  • Proven planning capability
  • Strong interpersonal skills
  • Excellent communication skills
  • Strong customer service and sales interests
  • Ability to analyze and recommend solutions
  • Independent minded

Cardinal Health is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.

Customer Service Supervisor