Title: CUSTOMER SERVICE CENTER SUPERVISOR (E-COMMERCE) Location: United States-Virginia-Virginia Beach Job Number: 250002CH Job Summary: Responsible for supervising the Cross Channel Customer Service Center staff manages inbound and outbound calls and emails customer web orders and store special orders. Work with staff and or customers directly to resolve special order e-Commerce and staffing issues relative to the Cross-Channel Service Center. Duties and Responsibilities: Supervises the activities of subordinates engaged in various customer service duties to ensure the efficient operation of the Cross Channel Customer Service Center. - Prepares work schedules assigns work load provides training and coaching responds to questions and resolves conflict and personnel issues. - Ensures the customer service center is properly staffed at all times. - Assists in the preparation of performance appraisals. - Ensures the principles and policies of NEXCOM s EEO program are carried out in performing personnel administrative functions. - Ensures good morale and productivity among staff. - Supports the call center manager and assumes the role and responsibility of the call center manager in his absence. - Analyzes processes improves efficiencies creates training aids and conducts training. Develops analyzes and reports customer service center key performance metrics. - Masters the order management and telecommunications systems ensures associates are properly trained and updated as necessary. - Keeps abreast of technology improvements. - Provides product assistance to customers and trains associates on product knowledge. - Responsible for ensuring customers are serviced in a timely efficient and professional manner. - Responsible for customer satisfaction. Resolves customer complaints effectively professionally and in a timely manner. - Communicates effectively and professionally both verbally and in writing with customers store personnel distribution center corporate accounting and vendors. - Represents the NEX brand to the Navy community business partners and team members. - Performs other related duties as assigned. Candidates must be eligible for and obtain a Secret Clearance within 6 months of appointment. Failure to obtain will result in termination. The incumbent of this position must file a Financial Disclosure Report OGE Form 450 as required Qualifications: Total of 4 yrs experience GENERAL EXPERIENCE Three years of experience gained in customer service and or retail sales via call center on-line channel or other responsible work which enabled the applicant to gain a knowledge of merchandising customer service sales and inventory practices and procedures skill in dealing with other in person to person working relationships knowledge of sales inventory staffing and service and the ability to exercise mature judgement. OR SUBSTITUTION OF EDUCATION FOR EXPERIENCE One year of successful business or related education above the high school level may be substituted for 12 months of experience up to a maximum of a four year bachelor s degree for three years of general experience. SPECIALIZED EXPERIENCE One year of progressive experience that provided a background in retail and or services via call center or on-line and demonstrated knowledge skill and ability to perform work involving customer relations and customer services etc. as required by the position. Exempt or nonexempt supervisory experience.
Navy Exchange