.About RS GroupAcross the industrial design, manufacturing and maintenance worlds, we're the digital destination for product and service solutions to help our customers with the maintenance, repair and operation of their businesses.We provide global access to an unrivalled range of over 750,000 stocked industrial products. Each day our team of experts deliver solutions to resolve our customer's challenges across design, procurement, inventory and maintenance. We consistently strive to deliver the best possible service to all of our customers and challenge ourselves to provide a seamless procurement experience.We are one team. We deliver brilliantly. We do the right thing. We make every day better.These are our values. They unite our c.9,000 global colleagues and differentiate us from our competition. They are a mix of how we work today and how we must step up for the future. Most importantly, it is one set of values shaped by our people, for our people.Together, we can make great things happen. Aim for amazing and beyond.Role PurposeThe Customer Service Supervisor will oversee and assist customer service employees in the performance of their job duties such as responding to customer inquiries and resolving issues or complaints. The Supervisor work week being a balanced combination of the following responsibilities, conducting training, auditing procedures or processes, ensuring effective work flow, answering questions and performing the core functions within their area. The Supervisor is a process expert within the department, providing critical input to ensure all daily goals are achieved.ResponsibilitiesAs a Customer experience role model:Assists in hiring and termination of customer service operations employees.Organizes and oversees the schedules and work of assigned staff.Assist with time management (approvals/denials of PTO requests, bi-weekly timecard approvals, schedules, etc.) of team in time keeping system.Conducts performance evaluations that are timely and constructive.Effectively train staff to the processes, service and core requirements of the job.Coach staff to support them in achieving the service expectations for their role.Process auditing of staff to ensure compliance with work processes are being adhered to.Identify and resolve department process exceptions.Monitor workloads within their designated area, ensuring there's effective flow for quick, accurate and timely transactions. Resolving issues and reporting concerns to the appropriate person (manager or other departments), as well as identifying improvement opportunities and other necessary tasks to maintain workflow.Expertly perform the core Customer Service tasks within the department, to support the achieving of the departments purpose, productivity, quality and service goals.Championing a service excellence belief, striving to make work easy for our customers. Both internally and externally