Delta Galil Premium Brands Customer Service Supervisor - DGPB in Los Angeles, California

CustomerService Supervisor

PositionSummary:

The Customer Service Supervisor leads the International and Wholesale team toward assuring the highest quality of service for customers. The Supervisor is actively involved with other departments, directing the efforts of processing orders on a timely basis as well as handling complaints and issues. Establish control-related standards and procedures.

  • Supervises department staff & helps developpersonal growth opportunities.

  • During office hours motivates team to provide liveservice to sales force and accounts—maximum one hour rule on returning allvoice messages/e-mails to sales rep and accounts.

  • Motivates Customer Service team to achieve“perfect order” rate by reviewing and fully understanding open order reports;tracking status of orders; following up to ensure timely shipments; highlightingissues/problems.

  • Leads weekly team meeting to review the orderbook, performance against goals, and other key issues.

  • Supervises order base including start datemanagement, QA, VAS issues.

  • Investigates and resolves service and shippingproblems and issues.Analyzes, selects,and explains optimal solution to resolve the problem, expedites correction, andensures follow up. Documents action plans and ensures follow-up.

  • Generate and analyze open order reports to ensureintegrity of orders at all stages of processing, including open, pick ticket,pack and hold, credit hold.

  • Compliance monitoring of major department storerequirements.

  • Coordinates with the Credit Department key issuesincluding orders on hold, terms, and chargebacks.

  • Coordinates with planning, production andallocation departments to identify and prioritize production delays.

  • Demonstrates understanding of drop shipmentprocess, export documentation and NGC maintenance.

JobRequirements:

Years of Related Professional Experience: 5 Educational/PositionRequirements:

  • BS/BA in related field preferred or relatedexperience.

Skills:

  • Excellent communication and writing skills.

  • Strong proficiency with Excel.

  • Ability to work under pressure and meet shortdeadlines.

  • Ability to multi-task in a fast-paced workingenvironment.

  • Excellent organizational skills.

  • Must be meticulous and detail oriented.

  • Excellent time management and follow up skills.

  • Special Physical and/or Mental Requirements.