Customer Service Supervisor
Avantor, Inc.
Heredia, CR
hace 21 horas
source : DirectEmployers Association

Job SummaryProvide supervision and technical assistance to customer service team to attain departmental and organizational goals.

Ensure customer complaints are resolved in a professional manner. Determine work procedures, work schedules, and workflow for customer service staff.

Monitor business and process metrics to measure and manage customer service effectiveness. Conduct meeting with Managers to discuss about process improvements and issues.

May assist higher level supervisor.MAJOR JOB DUTIES AND RESPONSIBILITIES (List in order of importance)Overall responsibility for Customer service associate performance improvement to meet agreed upon productivity and quality , retention, progressive disciplinary process and terminations as , assists and represents customer service on process improvement initiatives, such as Kaizen, OLE projects, etc.

May take the lead on smaller projects or portions of significant , reviewing for trend and improvement opportunities, and providing monthly CCX coaching , benchmarking, etc .

  • Manage system failures and outages; working with IS and Customer Service teams minimizing loss of productivity and customer , when necessary, as part of the business continuity plan;
  • temporarily manage daily business needs during business continuity event to minimize customer , complaints, questions and queries as necessary.

  • Researches the most complex customer issues, determining the cause of the problem. Follows up with the customer, sales, and appropriate parties to ensure sales are (Education / Training, Experience and Certifications)College degree (preferred) or equivalent / applicable experience3-5+ years applicable experience in a customer relationship type role;
  • sales, military, call center, etc)2-3+ years experience with Avantor preferred1+ years leadership experienceKNOWLEDGE SKILLS AND ABILITIES (Those necessary to perform the job competently)Ability to lead individuals and manage Avantor processes to ensure that customers receive a quality customer experience when they interact (calls / emails / click-to-chat) with an Avantor Customer Service Representative at the locationKnowledge of Avantor Systems, processes, and company resources;
  • advanced PC skills and strong knowledge of SAPAbility to handle high profile issues, complex customer situations, and escalated customer calls;
  • maintain composure and positive attitude at all , both verbal and writtenStrong leadership, coaching, and mentoring skillsAbility to drive results and manage multiple priorities in a fast-paced and complex environmentExceptional analytical and problem solving skillsStrong time management and organizational skills;
  • ability to prioritize effectivelyMust be a team player and be able to work with members of the immediate team, as well as, employees outside the organization, while demonstrating the ability to work & PHYSICAL EFFORT (Under Typical Positions)Typically works in an office environment with adequate lighting and ventilation and a normal range of temperature and noise , standing, bending, reaching, lifting or carrying objects that typically weigh less than 10 lbs.

    DISCLAIMER : The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification.

    They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of employees assigned to this EEO Statement We are an Equal Employment / Affirmative Action employer.

    We do not discriminate in hiring on the basis of sex, gender identity, sexual orientation, race, color, religious creed, national origin, physical or mental disability, protected Veteran status, or any other characteristic protected by federal, state / province, or local law.

    If you need a reasonable accommodation for any part of the employment process, please contact us by email at TalentManagement For more information about equal employment opportunity protections, please view the Equal Employment Opportunity is THE LAW Poster, EEO is the Law Poster Supplement, and Pay Transparency Non-Discrimination Provision using the links below.

    EEO is the Law (https : / / ) OFCCP EEO Supplement (https : / / ) PAY TRANSPARENCY NONDISCRIMINATION PROVISION3rd party non-solicitation policyBy submitting candidates without having been formally assigned on and contracted for a specific job requisition by Avantor, or by failing to comply with the Avantor recruitment process, you forfeit any fee on the submitted candidates, regardless of your usual terms and conditions.

    Avantor works with a preferred supplier list and will take the initiative to engage with recruitment agencies based on its needs and will not be accepting any form of solicitation Avantor®, a Fortune 500 company, is a leading global provider of mission-critical products and services to customers in the biopharma, healthcare, education & government, and advanced technologies & applied materials industries.

    Our portfolio is used in virtually every stage of the most important research, development and production activities in the industries we serve.

    One of our greatest strengths comes from having a global infrastructure that is strategically located to support the needs of our customers.

    Our global footprint enables us to serve more than 225,000 customer locations and gives us extensive access to research laboratories and scientists in more than 180 countries.

    We set science in motion to create a better world. For information visit, (https : / / ) , Twitter (https : / / News) and Facebook (https : / / ) .

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