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Job Title Customer Service Lead/Supervisor
Job Type Full-time
Job Status Searching
Job Description
Directs and coordinates customer service activities of the company by providing a communication link between the production plant, sales personnel, and the customer.
Essential Duties and Responsibilities
Designs, implements, and analyses surveys to determine level of customer satisfaction with company produced products or services.
Recommends corrective services to adjust errors and customer complaints.
Answers questions about service.
Keys information into computer to compile work volume statistics for accounting purposes and to keep records of customer service requests and complaints.
Prepares composite reports from individual reports of subordinates.
Determines work procedures, prepares work schedules, and expedites workflow.
Issues written and oral instructions.
Recruits, selects, orients, evaluates, and trains staff.
Studies and standardizes procedures to improve efficiency of subordinates, prepares work schedules, and expedites workflow.
Prepares annual budget and controls departmental expenses.
Maintains harmony among workers and resolves grievances.

Supervisory Responsibilities
Responsible for the overall direction, coordination, and evaluation of supervisory and non-supervisory personnel. Carries out leadership responsibilities in accordance with company policies, procedures, safety, and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

To perform this job successfully, individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required.

Education and/or Experience
Five+ years experience in Customer Service. Screen printing, digital imaging, a PLUS; or equivalent combination of education and experience.

Language Skills
Ability to read, analyze, and interpret documents. Ability to respond effectively to the most sensitive inquiries or complaints. Must be able to communicate in English and Spanish effectively.

Reasoning Ability
Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions.

Qualifications 5+ years experience, English and Spanish spoken fluently.

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