Customer Service Supervisor

　　JOB ID: 120545BR

　　Bethlehem, Northampton, Pennsylvania, United States

　　Employee - Permanent

　　Role: Customer Services Supervisor

　　Purpose of role: As Customer Service Supervisor, you will make sure that the needs of customers are being met or exceeded. Your aim is to ensure the team provide and promote excellent customer service to our stores.

　　Reports to: Customer Service Manager

　　Location: USA Bethlehem or Jacksonville TBC

　　Key Responsibilities:

　　To support the CS Manager and operational teams within the Depots, to deliver a fantastic service to our retail customers.

　　Based in the Beth/Jax Depot managing Customer Services activity for the Primark Stores network covering USA.

　　To support the CS Manager in proving key management information to support the Supply Chain / Retail management teams to aid decision making.

　　To be accountable for the integrity of all customer service-related information.

　　To support and challenge the Operational Managers in ensuring the delivery of KPI’s, values and processes are delivered and embedded

　　To effectively manage the Customer Service team and relationships with the Retail teams to deliver great service and be an ambassador for the Supply Chain function.

　　Support the successful opening of all new stores / refits in the USA region.

　　Follow established KPIs in the department to ensure the best service to our internal and external customers.

　　Identify and own projects that will improve the Customer Service Experiences, Internally and externally

　　Develop and maintain an effective relationship with customers, stakeholders and third parties

　　Manage retail delivery schedules in line with operational capabilities.

　　Be the first point of escalation to customers for the US Customer Services Team

　　Make decisions balancing service and cost

　　Manage retail communications by liaising with internal customers to enable effective investigation and resolution following service failures

　　Knowledge, skills experience:

　　Experience of working in customer services environment, ideally in a fast paced supply chain environment

　　Strong IT skills to include MS Word, Excel , Outlook and Powerpoint are essential

　　Attention to detail and accuracy are essential

　　Strong analytical skills with the ability to look ahead and identify risks and opportunities

　　Strong team player who is confident and personable

　　Ability to work under pressure and prioritise tasks effectively

　　Insightful, accurate and timely management reporting

　　Excellent communication skills both written and verbal

　　A flexible approach to work and be capable of handling multiple priorities in a fast paced environment

　　Excellent all round problem solving, & influencing skills

　　Proficient English language skills

　　Personal Attributes:

　　Highly organised, detail-oriented, and possess the ability to effectively prioritise projects

　　Be a collaborative team player with excellent interpersonal/communication skills

　　Proven ability in developing effective working relationships across all levels.

　　Operates with a high level of integrity, diplomacy, tact and professionalism

　　Primark is an equal opportunity employer. Primark does not discriminate against applicants or employees on the basis of race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, genetic information, or any other characteristic protected by law. Primark is committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment. To request reasonable accommodation to participate in the job application or interview process, please email [email protected] with your request. This email is not for general employment inquiries or correspondence. We will only respond to those requests that are related to accessibility of the online application system due to a disability.

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