"Lighting a Path to the Future"

Customer Service Supervisor

Location: Boston South Shore, MA
Job Type: Direct Hire
Salary: $55,000.00 - $70,000.00
Degree: Bachelor;
Date: 3/8/2018
Job ID: 02555534
Job Description
Leading manufacturer in the Life Sciences Industry is seeking a Customer Service Supervisor. This position is open due to business growth.  The Customer Service Supervisor will provide leadership to a team of Customer Service Agents.

The Customer Service Supervisor will:
  • Staff and coach a team of Customer Service Agents
  • Ensure that customer needs are met in a timely, accurate, and professional manner
  • Manages the employee training and on-boarding process, including training complying with procedures for Sarbanes-Oxley and regulatory compliance
  • Manages ongoing reports that include Key Performance Indicators and uses data and workforce management tools to track key activities and measure departmental performance
  • Constantly and effectively monitors order volume and workflow
  • Manages customer satisfaction and identifies process improvement activities to maintain service levels
  • Regularly interfaces with other departments, including Sales, Supply Chain, Quality, Logistics, Marketing and others 
  • Supports and drives e-commerce initiatives
Requirements for Customer Service Supervisor:
  • Bachelor's Degree required, advanced degree a plus
  • 1 or more years as a supervisor or mentor
  • 4 or more years of experience in Customer Service or Call Center
  • Prefer experience with products in a regulated industry
  • Must have strong computer skills and ability to work in multiple applications simultaneously
  • Ability to work in a high pressure environment and deal with conflict effectively
  • Analytical and problem solving skills for customer challenges, project work and process improvements
  • Strong talent management skills, including coaching, employee development, building effective teams and performance management



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