Customer Service/Dispatching Supervisor

  • 31 Aug 2017 11:25 AM
    Message # 5058048

    Commercial Kitchen Parts & Service is seeking a Customer Service /Dispatching supervisor to join our enthusiastic team.  The following is the Job Overview and Responsibilities.

    JOB PURPOSE:

    The Dispatching Supervisor oversee s the day to day operations of the Dispatchers and Customer Service Reps (CSR) and Receptionist. They also are responsible for ensuring that the Dispatchers and CSRs maintain effective daily communication between the customer and technicians who service those customers. This position manages and coordinates the workflow to ensure job completion. The Supervisor works daily with all departments to increase efficiency and decrease customer issues. The Supervisor proactively assist Dispatchers and CSRs in their processes and procedures to guarantee customer satisfaction.

    ESSENTIAL RESPONSIBILITIES & ACCOUNTABILITIES:

    • Monitor the intake of customer service jobs, the responses to the customer service request, evaluate the job boards and ensure appropriate prioritization is being made by the dispatchers and the other members of the team. Ensure all service jobs are being managed and completed in a timely manner.
    • Communicate openly to the Branch Managers and Service Managers as needed to maximize efficiency and resolve customer issues.
    • Monitor Dispatcher and CSR calls for quality assurance purposes and coach for improvement when training. Identify areas such as processes, attitude or tone issues before they become problematic.
    • Oversee the daily operation of the department. Ensure coverage is available for operational hours as well as breaks/lunches. Resolve any escalated calls. Identify customer service trends and issues, determine procedure or system improvements needed, implement new production strategies where and when possible to improve over all customer service standards.
    • Provide support to operational departments by producing ad hoc reports, monitor the reports and report any variances or observations that require further research or answers. Communicate these recommendations to the management team for action when needed.
    • Handle human resource functions for the department such as recruiting, interviewing, training, coaching, counseling and disciplinary actions when needed; communicate job expectations to employees; review performance and compensation; enforce policies and procedures.
    • Update job knowledge by participating in educational opportunities, reading professional publications, maintain personal networks and participate in professional organizations.
    • Any other duties deemed necessary to achieve department’s goals and objectives.

    QUALIFICATIONS:

    • Have knowledge of dispatching functions through the use of telephones, communications apps, email and system programs
    • Have extensive Customer Service Skills and the ability to make sound decisions and decisive decisions that reflect the company values.
    • Must be detail oriented to ensure accuracy of reports.
    • Have strong verbal and written communications skills.
    • Ability to lead a team to become problem solvers and strive for excellence. .
    • Ability to analyze information, develop processes, implement the processes and manage the processes.
    • Ability to motivate, supervise and coach staff to become peak performers.
    • Proficient in MS Office and other computer applications.

    EDUCATION and/or EXPERIENCE:

    • Minimum 2 years of Dispatch and/or Customer Service supervisory experience
    • Previous dispatching and customer service experience preferred
    • Knowledge of Sage and Automated Service preferred
    • Knowledge of the food service industry preferred.

    WORK ENVIRONMENT:

    • Inside an office environment.
    • Sit for extended periods of time.
    • Regular, multiple or conflicting demands, time pressures, deadlines

    Job Type: Full-time

    To find out more about our company, please visit www.commercialkitchen.com.  

    Interested parties should send resume to hr@commercialkitchen.com.  


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