05 feb
RS Group
San Nicolás de los Garza
.About RS GroupAcross the industrial design, manufacturing and maintenance worlds, we're the digital destination for product and service solutions to help our customers with the maintenance, repair and operation of their businesses.We provide global access to an unrivalled range of over 750,000 stocked industrial products.
Each day our team of experts deliver solutions to resolve our customer's challenges across design, procurement, inventory and maintenance.
We consistently strive to deliver the best possible service to all of our customers and challenge ourselves to provide a seamless procurement experience.We are one team.
We deliver brilliantly.
We do the right thing.
We make every day better.These are our values.
They unite our c.9,000 global colleagues and differentiate us from our competition.
They are a mix of how we work today and how we must step up for the future.
Most importantly, it is one set of values shaped by our people, for our people.Together, we can make great things happen.
Aim for amazing and beyond.Role PurposeThe Customer Service Operations Supervisor is responsible for overseeing the daily operations of the customer service department.
This role ensures that customer service representatives provide high-quality service to customers, resolves escalated issues, and implements strategies to improve overall customer satisfaction.
The supervisor will also be responsible for training and mentoring staff, monitoring performance metrics, and ensuring compliance with company policies and procedures.Key relationships for my roleWork regularly requires interaction with other departments, frequently sales,
and managers outside work unit to resolve mutual problems and to collaborate on work while ensuring internal satisfaction and service is maintained.Essential Duties & ResponsibilitiesSupervise Customer Service Tasks and Activities: Oversee the daily activities of customer service representatives, ensuring they meet performance standards and provide excellent customer service.
Monitor workflows and ensure appropriate staffing to meet expected volumes.Issue Resolution: Establish strategies to resolve staffing and scheduling challenges.Performance Monitoring: Establish, track and analyze performance metrics, such as response times, resolution rates, and customer satisfaction KPIs.
Establish volume forecasting and staffing models for the department.Process Improvement: Identify areas for improvement in customer service processes and implement changes to enhance efficiency and customer satisfaction.Reporting: Prepare and present regular reports on team performance, customer feedback,
and operational issues to senior management.Compliance: Ensure that all customer service activities comply with company policies, industry regulations, and legal requirements.Collaboration: Work closely with other departments, such as sales, marketing, and product development, to ensure a seamless customer experience
Muestra tus habilidades a la empresa, rellenar el formulario y deja un toque personal en la carta, ayudará el reclutador en la elección del candidato.