Client Services Supervisor $22.00 - $23.00/hr
Company: Parallel Employment
Location: Kenosha
Posted on: May 16, 2022
Job Description:
Job DescriptionWarehouse facility that represents leading brands
at the point of purchase in store, online, and behind the scenes
including digital and traditional signage, print and POP, branded
merchandise, and more. Our marketplace is solution agnostic, so our
clients achieve best execution at lowest price throughout North
America. Our integrated platform (planning, procurement, freight,
warehousing, kitting, fulfillment, field execution, analytics, and
program management) empowers our clients to stay at the strategic
level, knowing that we can help turn their marketing vision into a
reality. An inter-connected global network of leading marketing
communication companies offering a diverse, comprehensive range of
marketing solutions spanning brand advertising, customer
relationship management, media planning and buying services, public
relations and numerous specialty communications services to drive
bottom line results for its clients.POSITION DESCRIPTIONThe Client
Services Supervisor will be responsible for overseeing a team of
service associates, while multi-tasking across a variety of duties
in a fast-paced environment supporting our POS and/or Branded
Merchandise clients, and cleint account, production and warehouse
operations teams.Primary Responsibilities Include:
- Oversee all activity and allocate daily Client Services
workload and responsibilities across POS and/or Branded Merchandise
teams
- Monitor progress of all tasks to ensure prompt and accurate
completion
- Ensure prompt resolution of client/customer concerns to
complete satisfaction
- Ensure CSRs are available to answer calls, process orders, and
respond to customer emails
- Monitor the daily operation volume and pitch in during peak
times
- Develop and support a strong, capable, knowledgeable Client
Services team
- Disseminate timely account-specific information to Client
Services team
- Provide team associates with tools necessary to perform job
duties
- Monitor quality of calls to ensure customer satisfaction, and
ensure company policies, processes and procedures are followed
- Provide timely constructive feedback to Client Services
Representatives and document and participate in disciplinary action
as needed
- Train new hires and provide ongoing training to existing
associates as needed on systems, web sites, clients, products,
processes, and procedures
- Drive continuous improvement on all Client Services processes
and procedures, documenting all modifications along the way
- Provide support to extended Client Services team as well as
other internal IMS teams: Account, Production Teams, Finance,
Operations/Warehouse
- Provide leadership for special client projects, new client
startups or company initiatives
- Provide direct client support where needed for Logistics-only
or adhoc client work which may require freight or project
estimating
- Compile reports and provide analysis as required for clients as
well as internal operations associates daily, weekly, monthly,
on-demand
- Compile CS agent-specific reports for clients daily, weekly,
monthly
- Develop proficiency using IMS tools to support, manage and
report on CS activity including JD Edwards, Natterbox soft-phone,
and case management platform
- Requirements
- 5 years of Customer/Client Service Experience, with a minimum
of 2 years in a Senior or Team Lead role
- Excellent organization, communication and interpersonal skills,
and the ability to work independently and manage priorities under
tight timelines
- Quick learner who takes initiative, is proactive, and manages
details effectively and efficiently
- Must be poised and possess a calm working style and work well
under pressure
- Critical thinker with strong analytical skills and problem
solving ability
- Ability to handle a variety of tasks effectively and
efficiently
- Ability to prioritize multiple projects and requests
- Must be a team player
- Excellent knowledge of Microsoft Office Suite products
- Experience with AS/400 is requiredBenefits$22.00 -
$23.00/hrComprehensive compensation and benefits package that
includes medical, dental, vision, Profit Sharing and 401(k), a
generous paid time off policy and more!Direct Hire or temporary to
permanent opportunity.#PandoEEO
Keywords: Parallel Employment, Kenosha , Client Services Supervisor $22.00 - $23.00/hr, Human Resources , Kenosha, Wisconsin
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