Customer Service Supervisor

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Customer Support/Service
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1801008 Requisition #
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Barco, a global technology company, designs and develops visualization solutions for a variety of selected professional markets: control rooms; defense & aerospace, digital cinema, healthcare, media & entertainment, and simulation & virtual reality. In these markets, Barco offers user-friendly imaging products that optimize productivity and business efficiency, through its integrated hardware and software solutions.  Barco also supports sustainability in our products, processes and throughout our supply chain.  For more information on Barco, please visit our website at www.barco.com
 
Barco offers a challenging workplace full of the most gifted and innovative professionals in the visualization industry, who are responsible for bringing technologically advanced products to life. As a Barco associate, you will be part of high performing teams that compete with integrity to deliver results to our customers, our shareholders and to each other.  Central to every organization within Barco, is our core value set and our Code of Ethics, which provides a global culture for all Barco associates worldwide. 
 
We seek individuals with talent and the passion to grow in a culture built on vision, innovation and the competitive spirit.    We compete with integrity; we strive to outperform the competition through our focus on the customer, our trust in each other and by providing the environment for individual opportunity and growth.  
 
We are currently hiring a Customer Service Supervisor to join our team. This individual will be located in the Duluth, GA. office and will be responsible for and contribute to the daily functions and customer support within the Customer Service Team.  Ensures that departmental goals and targets are met with the primary focus on quality customer service support for Barco's internal and external customers.  Accountable for ensuring that departmental policies and procedures are adhered to. 

 

Essential Duties and Responsibilities

Following is a list of the job's essential duties and responsibilities. 

  • Contribute to and drive the responsibility for the timely, accurate and productive delivery of customer service needs by answering and routing calls, filling product requests, completing data entry for customer database support.
  • Makes recommendations to management, concerning staff and improvements to processes & procedures.
  • Serve as primary facilitator of receiving customer calls regarding open and closed order inquiries, satisfaction, open issues and any general customer service issues.
  • Ability to effectively negotiate and resolve issues and conflicts for internal and external customers.‚Äč
  • Track results of quality and productivity standards and ongoing quality improvement programs as well as determine the appropriate measure of quality service and report to management team to include: performance indicators, service trends, and customer feedback.
  • Conduct follow up calls on any open, late and completed sales to ensure customer satisfaction.
  • Responsible for promoting and maintaining positive customer relations. 
  • Address customer inquiries by researching status of order for repair, return, or field service status. 
  • Interaction with other departments, to ensure order fulfillment and account reconciliation. 
  • Examines warranty claims and handles customer returns and exchanges.
  • Opens new accounts and provides product and pricing information. 
  • Assist with the recruitment, hiring and training of new employees and ongoing training and support for the team.
  • Interprets and communicates work procedures and company policy to staff.
  • Observes and evaluates performance of the administrative department.
  • Plans, prepares, and devises work schedules.
  • Other duties as assigned.

Qualifications:

  • Computer literate with working knowledge of MS Word, MS Excel, MS Access and ERP systems.

  • Experience in customer facing role.

  • Must be well organized, demonstrating good time management and ability to prioritize.

  • Flexibility and teamwork is an absolute must.

  • Excellent verbal and written communication skills and superb interpersonal skills.

  • Ability to work under pressure.  Computer literate with working knowledge of MS Word, MS Excel, MS Access and ERP systems.

  • Experience in customer facing role.

  • Job performed in normal office environment including 6-8 hours a day of sitting, computer activities, communication skills, intermittent standing.  Limited lifting, physical activities, or exposure to extreme environmental conditions.

Barco, Inc. supports all policy and practices related to (but not limited to), federal and local employment regulations such as follows:  EEO, AAP, ADA, OSHA, ITAR, CT-PAT and E-Verify.  We promote a drug free work environment, along with and an open door policy of communication.  All of our practices support global diversity and inclusion in the workplace.

VISIT www.barco.com TO APPLY FOR THIS POSITION and refer to job number 1801008.  Only those applicants who meet the minimum skills/qualifications in this posting will be considered.  Successful candidates must be able to provide proof of legal authorization to work in the United States.

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