Supervisor, International Customer Service bei None

POSITION SUMMARY

The Supervisor, International position is responsible for leading a team of International Customer Service Associates while helping in the establishment and growth of the Nordic Naturals brand in selected international markets.

ESSENTIAL FUNCTIONS

Reasonable Accommodations Statement

To accomplish this job successfully, an individual must be able to perform, with or without reasonable accommodation, each essential function satisfactorily. Reasonable accommodations may be made to

help enable qualified individuals with disabilities to perform the essential functions. Essential Functions Statement(s)

● Manage remote and onsite Customer Service Associates, International Division.

● Ensure that KPIs are being met for all channels of communication and proactively work to solve for any challenges.

● Run reporting on new or pending sales orders for the International CS department and provide status updates to account managers and warehouse management.

● Audit product allocation for all International orders.

● Work with the International Sales team to assist in forecasting for the international business based on wins/challenges/trends/distributor and customer feedback.

● Outline and implement a comprehensive onboarding program with the Department Trainer and Director of Customer Service.

● Meet with the International CS team on a weekly basis to discuss monthly customer orders.

● Monitor and report on negative customer sentiment; adverse reactions in overseas markets, and work with CS Director, Marketing, Legal and QA to ensure that the correct actions are taken to protect the brand.

● Work with Dept. Trainer, and Director, CS to identify needed processes and/or streamline and improve existing processes leading to better efficiencies and overall profitability.

● Create a monthly report identifying revenue at risk and distribute to the Director of Sales and Director of Customer Service.

● Ensure the team is processing distributor credits and quarter marketing coop spend.

● Proactively handle all distributor shipping logistics and track/report on challenges.

● Monitor and track agent performance metrics and coach to excellence.

● Drive performance to meet order entry deadlines, and hit monthly and quarterly goals while monitoring OOS to ensure appropriate distributor allocations.

● Manage and maintain the Zendesk Knowledge Base for cohesive communication for the department.

● Build and maintain positive working relationships with internal business partners:Warehouse, Operations, Accounting, Education, QA, etc. to handle and solve issues.

● Track and report to Retail/International Manager, of Customer Service on Goals vs Actual for the department

● Other duties as assigned.

POSITION QUALIFICATIONS

Competency Statement(s)

● Positive - Ability to view all situations with a positive attitude.

● Innovative - Ability to look beyond the standard solutions.

● Leadership – ability to bring together competing interests into a cohesive team and keep team focus on the common objective

● Communication/Interpersonal skills - Ability to communicate collaboratively with others using spoken and written words clearly and concisely.

● Negotiation/Problem Solving - Ability to find a solution for or to deal proactively with work-related problems.

● Resource management – ability to identify and manage available resources and the strengths of the given resources

● Time management – ability to manage, prioritize, and complete competing projects and priorities

● Risk management. – ability to assess, identify, and mitigate potential blockers or risks to successful project completion

● Organized - Possessing the trait of being organized or following a systematic method of performing a task.

● Detail Oriented - Ability to pay attention to the minute details of a project or task.

● Research Skills - Ability to conduct a systematic, objective, and critical investigation.

● Curious – eagerness to continually learn and improve

SKILLS & ABILITIES

● 3+ years of supervisor experience

● The ability to fluently speak and write a second language is preferred but not required.

● Exceptional written and oral communication skills

● Ability to work independently and multitask efficiently

● Experience to manage multiple tasks, think ahead and consistently deliver results in a high volume, customer focused environment while supporting a team and elevating CX to the next level.

● Collaborates at an executive level to pro-actively think about the existing CX, work with the leadership to explore new avenues and effectively implement CX enhancing changes to the division.

● Dedication to Leadership, you lead by example and inspire others to follow suit!

● Interpersonal skills, you always deliver exceptional customer service

● Great coach and teacher, you’ll help new Customer Service Associates learn the ropes and refine their skills

● Adaptable and ambitious, you will enthusiastically take on other assignments as needed to support your team!

● The ability to work well under pressure and take a proactive approach as we work to elevate the customer experience