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TestEquity LLC Centralized Customer Experience (CCX) Supervisor (43537) in Worcester, Pennsylvania

Reference #: 43537Job DetailsLevelExperiencedJob LocationPA-2 - Worcester, PAPosition TypeFull TimeEducation LevelUndisclosedSalary RangeUndisclosedTravel PercentageUndisclosedJob ShiftDayJob CategoryDistribution - ShippingDescriptionCompany Information:TestEquity is the leading US distributor of Test and Measurement Equipment and Production supplies to the Electronics Manufacturing industry. At TestEquity, our customers are in good company. We partner with the best, so our customers have the right products allowing them to be more innovative, test ideas and solutions, or get tools to just get it done. TestEquity is committed to providing leading products and solutions coupled with top-level supply chain and distribution services to ensure our customers have the essential products they need when they need them.SummaryThe Centralized Customer Experience (CCX) Supervisor/Manager is responsible for facilitating efficient handling of call center interactions, live chat exchanges, and group inbox activity. This role will work closely with other department leaders to ensure a positive and timely experience for our customers. This fast-paced position requires a focused and energetic individual with a sense of urgency and proven leadership skills.Essential functionsMonitor and adjust staffing to ensure all SLAs are metAssist management with team goal settingCreate, refine, and document standard operating proceduresRevenue growth focusedTeam member trainingERPSOPsProductPricing ObjectionsNew HireOther tasks as assignedCompetenciesEmotional IntelligenceIssue ResolutionWorkflow managementOperational effectivenessSystematic/MethodicalSupervisory responsibilities Lead a team of 8-20 resourcesWork environment High intensity office environment.Travel required On occasion/As necessaryQualificationsRequired education and experienceProven leadership experience.Computer knowledge i.e., MS Office, ERP/CRM system usage.Passion for first-class customer experience.Excellent verbal and written communication skillsPreferred education and experienceKnowledge/Experience with TandM equipment and Electronic Production SuppliesBachelors in Business Management or related field or 3-years of leadership in a contact center environmentInfor Cloud Suite Distribution (CSD) experienceAdditional eligibility requirementsOther dutiesPlease note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.TestEquity LLC is an Equal Opportunity Employer