Supervisor, Customer Service

• Compile and distribute reporting direct management assigned established on a set schedule as well as on an ad hoc basis using all available data resources including but not limited to company ERP systems.
  
• Monitor and communicate performance levels and provided operational support for assigned field service repair organizations.
  
• Support internal partners including but not limited to Sales, Contact Centers, Parts, Repair and Product Management in resolving or advising on complex issues and opportunities.
  
• Approve the referral of unresolved grievances to designated departments for further investigation.
  
• Performance of all other duties as assigned by direct management or made apparent during the course of the performance of the job.
  

Skills:

• Verbal and written communication skills, attention to detail, customer service skills and interpersonal skills.
  
• Strong ability to work independently and manage one’s time.
  
• Strong ability to accurately document and record customer/client information.
  
• Previous experience with computer applications, such as Microsoft Word, PowerPoint, Excel, ERP systems and SAP.
  
• Strong analytical and problem-solving skills
  
• Ability to adapt to under change management environment.
  

Education/Experience:

• High school diploma or equivalent (Bachelor's degree preferred).
  
• 8+ years’ experience in customer service, repair services operational support or warranty claims