Customer Service Supervisor

Customer Service Supervisor

The Customer Service Supervisor interacts directly with customers and callers to provide information, process orders, and deliver the best customer service possible. This position assists with complaints, orders, errors, account questions, billing, cancellations, and other queries. In addition, this position oversees the other Customer Service representatives to ensure consistency and appropriateness of service, develop and review processes for efficiency and accuracy, and maintain standards. It is crucial that this position supports the mission and values of It Is Written by exemplifying the values and beliefs of the Seventh-day Adventist Church in all interactions.

Authority as delegated by and accountable to the Director of Publishing in accordance with It Is Written's policies and objectives.

Essential Position Functions:

• Responds promptly to phone calls, voicemails, emails, and other communications by providing information, resolving customer concerns, and directing inquiries to the appropriate person or department as needed.
• Assists with placement of orders, refunds, or exchanges of products.
• Answers product questions and suggests information about other products as needed.
• Processes Bible School orders.
• Processes promotional orders for in-house staff and field representatives.
• Utilize multiple software and database applications to perform daily tasks.
• Collaborate with the front desk, and other departments, to ensure strong customer service to all customers.
• Works closely with Adventist Connect (AC) to resolve issues, complete follow-up, and improve customer service.
• Oversees the daily workload and processes for the Customer Service Representatives, including:
• Ensuring proper staffing levels on a daily basis.
• Developing and reviewing processes that enhance efficiency and accuracy.
• Improving customer service standards to provide the best possible experience.
• Coordinate daily operations to ensure all team tasks are clearly assigned, actively managed, and completed with a focus on quality and accountability.
• Oversee inventory levels and manage timely reordering to prevent shortages and maintain operational efficiency.
• Collaborate with other team members in the office environment to learn, support, encourage, improve, and complete tasks and duties.
• Be available to meet in person for Customer Service team meetings, project meetings, and in collaboration with team members from other departments.
• Fulfill other responsibilities and duties as assigned.

Position Specifications:

• Qualifications, Scope, and Complexity of Duties:
• Education: High school diploma, or equivalent, is required. Bachelor's degree in a related field is preferred.
• Experience: Minimum of two (2) years of experience in customer service or sales is preferred.
• Membership and Mission: Embrace the mission and values of It Is Written and be a member in good standing of the Seventh-day Adventist Church.
• Skills, Scope, and Complexity of Duties:
• Proficient in the use of computers and various computer programs, such as Microsoft Office Suite and Google Suite.
• Enjoys interacting with and serving customers on the telephone.
• Possesses strong customer service skills and leadership qualities.
• Exhibits the ability to multitask with excellent time-management skills.
• Demonstrates the ability to type a minimum of 45 words per minute.
• Has a working knowledge of products and services offered by It Is Written.
• Exceptional organizational ability and attention to detail.
• Able to effectively manage multiple projects simultaneously, balancing priorities and deadlines in a fast-paced environment.
• Must possess strong accuracy, flexibility, sound judgment, and patience when handling complex tasks and customer interactions.
• Needs to be a self-starter, empathetic toward customers, a team player, and honest.
• Able to exercise independent judgment, make decisions, and assume responsibility within the essential position functions.
• Able to exhibit Christ-like behavior and decorum in daily tasks, collaborative projects, and under stress.
• Interpersonal Relationships:
• At It Is Written: President, Manager/Treasurer, Director of Publishing, Customer Service staff, General office staff and field representatives.
• Outside of It Is Written: It Is Written vendors, contractors, donors, guests, and volunteers, Contractors and vendors, Adventist Media Ministries Shared Services (AMMSS), Adventist Connect (AC)

Working Conditions:

• General working conditions of an office and warehouse.
• Occasional moderate to high stress due to meeting critical daily deadlines.
• Prolonged sitting, computer viewing, and repetitive motion from keyboard and mouse use.
• Physical requirements: requires standing, walking, time at a desk, reaching, climbing, and lifting (maximum of 30 lbs.)

Specific Requirements:

• Hourly, 38 regular hours per week.
• May require variable hours and weekend work.
• No special clothing or safety gear is required.
• Closed-toed shoes are required when in the warehouse.
• Business casual attire is required.