Customer Service Supervisor

Customer Service Supervisor

We are seeking an energetic Customer Service Supervisor. The right person will enjoy a fast-paced environment, is a proactive problem solver, and strives to be an integral part of the team and the success of the company. You will be an organized and competent professional with phenomenal communication skills. You will be comfortable dealing with people and able to carry out administrative duties with accuracy and speed.

Core Duties

• Responsible for completing quality monitoring and scoring calls for Customer Service Representatives and providing constructive feedback
• Responsible for creating and updating work instructions, processes, and developing new process and work flows as needed
• Will be asked to provide in classroom or virtual new hire training as needed
• Addresses escalated customer issues
• Provides floor support, responds to real time inquiries from the Customer Service Team
• Monitors and responds to various chats with the Warehouses and Sales Team to coordinate communication as required to ensure that efficient and timely deliveries of customer orders are occurring
• Conducts 1x1 meetings with assigned employees to discuss performance, set expectations, and holds them accountable to metrics and goals
• Approves employee timecards and documents attendance records
• Periodic special projects and other duties as assigned
• Supervises and coordinates activities of employees engaged in inbound/outbound calls and back-office processes. Moves resources as needed to accomplish Call Center goals and metrics
• Establish and maintain good rapport with internal and external customers through effective communication both written and oral
• Promotes teamwork, positive attitude, and the "No Tomorrow" XPEL philosophy
• Monitoring and managing the XMC system
• Order Management
• Monitor e-mail inboxes and NetSuite for inbound orders that need to be approved and processed
• Monitor the Inbound Support Queue, answering or forwarding cases to the appropriate party based on current procedure
• Additional duties
• Coordinating the administrative process between XPEL BV, XPEL LTD and San Antonio
• Maintain, coordinate and reporting our ISO certifications via the Pro-aQt system
• Monitoring governmental and environmental legislations and insurances
• Administrative coordination/support

Job Requirements

• Proven experience as Customer Support Supervisor or in a similar role (2-4 years)
• Experience providing support through live chats and email preferred
• Knowledge of working with an ERP system
• Excellent communication and interpersonal skills
• Organized with the ability to prioritize and multi-task
• Writing and verbal skills in Dutch and English language
• Knowledge of ISO Quality Systems like ISO 9001 and 14001
• Ability to communicate professionally and effectively
• Excellent phone presence with high level of interpersonal, and organizational skills
• Demonstrates a sense of urgency and timeliness to meet customer service call demand
• High School Diploma
• Knowledge of Excel, Word, Power Point and General Microsoft Office Applications
• Knowledge of basic office management systems and procedures

XPEL is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.