Virginia Iliadis: Customer Service Supervisor in BAYVILLE, NJ

• Manage a team of 4 Customer Service Representatives • Investigate customer problems and find solutions • Communicate with customers via phone, email, or letter • Hire, train, and terminate customer service representatives • Developed Q & A training scripts • Handle major incidents that cannot be resolved by representatives • Resolve complaints, order issues, and issue quality non-conformance reports • Ask customers to provide feedback on agents and customer service experience • Keep abreast of new company products and services • Issue refunds, debit memos, or credits to distributors • Oversee product exchanges and returns • Analyze data and statistics • Compile and print specific sales reports for all sales agents • Isolate and identify areas of improvement • Train representatives on how to adequately address problems over the phone or how to write correspondence • Work with management on customer service initiatives • Delegating tasks, customer service duties/responsibilities • Foster teamwork • Utilize social media to respond to customer complaints and praise • Supervise customer service representatives • Travel to trade shows worldwide to meet with distributors to discuss how customer service can provide better support, solve problems, and become more efficient to meet the needs of our customers, etc. • Oversee all Bel-Ray domestic and international order, as well as, all Royal Purple, LLC International orders • Provide support to over 1260 distributors and over 30 outside sales personnel • Presenting on behalf of customer service during distributor trainings • Intercompany transfers and distributor PO’s • Provide specific sales reports to sales personnel