Order Entry/Customer Service Supervisor
Smithfield, RI Smithfield, RI Full-time Full-time Estimated:
$43.
1K - $54.
6K a year Estimated:
$43.
1K - $54.
6K a year 1 day ago 1 day ago 1 day ago Hanna Instruments is looking for a full-time Customer Success Supervisor to join our Customer Success Department in Smithfield, RI.
We need an enthusiastic individual who can listen to customer service issues and then offer a unique and innovative solution to each problem.
The successful candidate for this role will have a strong command of the company's customer service policies and be well-trained in product knowledge that can be critical for offering quick and accurate assistance to customers.
The right candidate should have a customer service background with prior supervisory experience.
The position would spend the first 8 months of this role as a Customer Success Representative training and familiarizing with company policy and procedures.
After fully trained, this person would transition in a Customer Success Supervisor and will take over supervisory responsibilities for the Customer Success Team.
Job Responsibilities for a Customer Service Representative:
For the first 8 months:
Handle all incoming and outgoing phone calls with courtesy and professionalism.
Able to solve customer problems, take and track orders while answering inquiries and completing other assigned tasks.
Responsible for entering all customer orders accurately and within the same day received.
Required to pay close attention to details, reviewing, adding, or deleting comments necessary to process the order and sending acknowledgments with notification of order changes or per customer request.
Proofing order entry as required.
Train on and learn Hanna catalog to recommend accessories, add-ons, and alternative products to customers.
After 8 months:
Transition into a supervisory role and provide supervision, coaching, and support to the Customer Success Representatives.
Define KPI's and goals for the Customer Success team in conjunction with the Customer Success Manager.
Supervise day-to-day operations in the customer success/service department.
Respond to customer service issues and complaints in a timely manner.
Create effective customer service procedures, policies, and standards.
Develop customer satisfaction goals and coordinate with the team to meet them on a steady basis.
Maintain accurate records and document all customer service activities and discussions.
Must have intimate knowledge of and utilize existing CRM and ERP systems.
Hire and train new customer success/service representatives.
Perform other job duties as required.
Skills & Knowledge required for a Customer Success Rep/Supervisor:
High school diploma or equivalent required.
Bachelor's Degree preferred.
Clerical/Executive Assistant/Customer Service background plus 3-5 years of on-the-job experience (call center, customer service and / sales a plus).
3
years of supervisory experience in a customer service/call center setting.
Ability to work under pressure, good typing ability and verbal communication skills and mathematical skills.
Able to diffuse and de-escalate customer issues with professionalism and tact.
Detail oriented and great organizational skills.
Clear and effective communicator both orally and written, with a demonstrated ability to communicate in a calm, professional, business-like manner.
Computer literacy required, i.
e.
, Microsoft Word, Excel, Power Point, etc.
Able to follow directions and maintain strict confidentiality.
Ability to always remain professional and courteous with customers and coworkers.
Ability to manage multiple projects concurrently with minimal direction.
Prior experience with selling products to customers preferred.
Experience in relevant industry such as manufacturing or selling of consumables preferred.
Prior experience with CRM or NetSuite preferred.
Able to commute and work in our Smithfield office.
The people here at Hanna don't just create widgets -- they create testing solutions that help improve everything from the taste of your local microbrew to the safety of the water from your tap.
With operations in 34 countries, Hanna is working to solve some of the world's biggest problems by making scientific testing more accessible, easy and accurate.
Working for Hanna is an opportunity to be a part of the solution in making a better world.
We offer a competitive salary, a comprehensive benefits package.
Job Type:
Full-time
Benefits:
401(k) 401(k) matching Dental insurance Health insurance Paid time off Vision insurance Schedule:
8 hour shift Day shift Monday to Friday No weekends Ability to commute/relocate:
Smithfield, RI 02917:
Reliably commute or planning to relocate before starting work (Required)
Experience:
Customer service:
3 years (Preferred) supervisory:
3 years (Preferred) Shift availability:
Day Shift (Preferred) Work Location:
Hybrid remote in Smithfield, RI 02917.
Estimated Salary: $20 to $28 per hour based on qualifications.
$43.
1K - $54.
6K a year Estimated:
$43.
1K - $54.
6K a year 1 day ago 1 day ago 1 day ago Hanna Instruments is looking for a full-time Customer Success Supervisor to join our Customer Success Department in Smithfield, RI.
We need an enthusiastic individual who can listen to customer service issues and then offer a unique and innovative solution to each problem.
The successful candidate for this role will have a strong command of the company's customer service policies and be well-trained in product knowledge that can be critical for offering quick and accurate assistance to customers.
The right candidate should have a customer service background with prior supervisory experience.
The position would spend the first 8 months of this role as a Customer Success Representative training and familiarizing with company policy and procedures.
After fully trained, this person would transition in a Customer Success Supervisor and will take over supervisory responsibilities for the Customer Success Team.
Job Responsibilities for a Customer Service Representative:
For the first 8 months:
Handle all incoming and outgoing phone calls with courtesy and professionalism.
Able to solve customer problems, take and track orders while answering inquiries and completing other assigned tasks.
Responsible for entering all customer orders accurately and within the same day received.
Required to pay close attention to details, reviewing, adding, or deleting comments necessary to process the order and sending acknowledgments with notification of order changes or per customer request.
Proofing order entry as required.
Train on and learn Hanna catalog to recommend accessories, add-ons, and alternative products to customers.
After 8 months:
Transition into a supervisory role and provide supervision, coaching, and support to the Customer Success Representatives.
Define KPI's and goals for the Customer Success team in conjunction with the Customer Success Manager.
Supervise day-to-day operations in the customer success/service department.
Respond to customer service issues and complaints in a timely manner.
Create effective customer service procedures, policies, and standards.
Develop customer satisfaction goals and coordinate with the team to meet them on a steady basis.
Maintain accurate records and document all customer service activities and discussions.
Must have intimate knowledge of and utilize existing CRM and ERP systems.
Hire and train new customer success/service representatives.
Perform other job duties as required.
Skills & Knowledge required for a Customer Success Rep/Supervisor:
High school diploma or equivalent required.
Bachelor's Degree preferred.
Clerical/Executive Assistant/Customer Service background plus 3-5 years of on-the-job experience (call center, customer service and / sales a plus).
3
years of supervisory experience in a customer service/call center setting.
Ability to work under pressure, good typing ability and verbal communication skills and mathematical skills.
Able to diffuse and de-escalate customer issues with professionalism and tact.
Detail oriented and great organizational skills.
Clear and effective communicator both orally and written, with a demonstrated ability to communicate in a calm, professional, business-like manner.
Computer literacy required, i.
e.
, Microsoft Word, Excel, Power Point, etc.
Able to follow directions and maintain strict confidentiality.
Ability to always remain professional and courteous with customers and coworkers.
Ability to manage multiple projects concurrently with minimal direction.
Prior experience with selling products to customers preferred.
Experience in relevant industry such as manufacturing or selling of consumables preferred.
Prior experience with CRM or NetSuite preferred.
Able to commute and work in our Smithfield office.
The people here at Hanna don't just create widgets -- they create testing solutions that help improve everything from the taste of your local microbrew to the safety of the water from your tap.
With operations in 34 countries, Hanna is working to solve some of the world's biggest problems by making scientific testing more accessible, easy and accurate.
Working for Hanna is an opportunity to be a part of the solution in making a better world.
We offer a competitive salary, a comprehensive benefits package.
Job Type:
Full-time
Benefits:
401(k) 401(k) matching Dental insurance Health insurance Paid time off Vision insurance Schedule:
8 hour shift Day shift Monday to Friday No weekends Ability to commute/relocate:
Smithfield, RI 02917:
Reliably commute or planning to relocate before starting work (Required)
Experience:
Customer service:
3 years (Preferred) supervisory:
3 years (Preferred) Shift availability:
Day Shift (Preferred) Work Location:
Hybrid remote in Smithfield, RI 02917.
Estimated Salary: $20 to $28 per hour based on qualifications.
|
|
 | |
