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  • Job Title
  • Customer Service Supervisor
  • Location
  • Santa Ana
  • Job Number
  • 117079
  • State
  • California
  • Job Class
  • Full Time
  • Category
  • Marketing/Customer Service
Job Description
Growing company in Santa Ana now hiring experienced Customer Service Supervisor to add to their growing team!

In this role you will be r
esponsible for the Quote Team processing including management and executions against projected goals and commitments to customers. Will leadership through effective communication of vision, active coaching, development and taking appropriate action to correct behaviors when necessary.  Sets and maintain high customer service standards for internal and external customers


OVERVIEW:

·        Develops competencies and processes required to create an effective and efficient team.

·        Analyses, prepares and maintains reports and records related to all Quote and Order request.

·        Manage key phone metrics call through the integrated telephone reporting system.  

·        Monitor call quality by side-by-side and remote monitoring of phone calls.  Hold regular training sessions to improve overall call quality and       efficiency.  Hold one-on-one meetings with individuals to improve specific areas of need.

·        Develop an FAQ system to improve knowledge transfer. 
      Cross-train on job functions to maximize efficiency and decrease exposure to staffing shortages.

·        Develop processes to solve root causes of problems that negatively impact performance or quality.

·        Ensures all documentation, data entry and administrative processes are performed accurately and timely.

·        Respond to customers, Sales Managers and Manufacturing Representative’s inquiries regarding status and delivery of quote request and       proposals.

·        Responsible for preparing quotes to meet both the customers needs and specific contractual requirements.  Estimates cost and prices when       actuals are not available, when necessary Special Project Requests (SPR).

·        Effectively learn all aspects of  Call Center to have a working knowledge to process quotes; reference historical information and       understand       the MRP for lead times.

·        Interface with Outside Sales, Application Engineering, Credit, Engineering Services, Contract Administration, Rep Agents, Consulting       Engineers, Contractors, and others to ensure project information is communicated in a clear and timely manner.  

·        Review inbound Quote request, purchase orders and letters of intent to ensure they meet the company standard for booking.

 

REQUIREMENTS:
  • Bachelor’s Degree in Administration or related field, or equivalent years experience.
  • Manufacturing or Service Experience strongly preferred
  • 3+ years of  Customer Service experience required.
  • 2+ years direct supervision experience.
  • Experience with ERP/MFG environment preferred.
  • Strategic thinker that can bring new ideas and help to present a fresh approach 
  • Excellent oral and written communication skills
  • Ability to use technology and analysis tools (Excel, Outlook, web, databases)
  • Very self-motivated.
  • Flexible, reliable, strong work ethic, dependable team player, positive  attitude.
  • Professional business etiquette skills.
Salary range: $55,000-$75,000 Depending on experience level

To apply: send resume as MS Word document to swallbaum@kimco.com

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