Customer Service Representative

Position Title :Customer Service Representative Supervisor (CSR Supervisor)

Location : Pune, Maharashtra, India

About Infinite Electronics

Infinite Electronics is a leading global supplier of electronic components, serving engineers’ urgent needs through a family of highly recognized and trusted brands. Our mission is to support customers with an extensive portfolio of RF, industrial, and connectivity solutions.

With same-day shipping, a broad inventory selection, and 24/7 service, Infinite Electronics is driven by a culture of positive urgency and customer commitment, which forms the foundation of everything we do.

Role Overview

The Customer Service Representative Supervisor will lead and support a team of Customer Service Representatives (CSRs) to deliver exceptional customer service across multiple communication channels. The role focuses on ensuring high service standards, resolving complex customer issues, and driving team performance to achieve operational and customer satisfaction goals.

This position reports to the Sales and Service Supervisor and works closely with inside sales and technical sales support teams. The ideal candidate will demonstrate strong ownership, accountability, collaboration, and a solution-oriented mindset in a fast-paced environment.

Key Responsibilities

Team Leadership & Operations

- Supervise and coordinate the daily activities of Customer Service Representatives (CSRs). - Ensure the team delivers high-quality, timely, and professional customer support. - Monitor individual and team performance against defined KPIs and service standards. - Provide coaching, mentoring, and regular performance feedback to team members. - Support management in implementing new initiatives, policies, and service strategies.

Customer Service Excellence

- Handle escalated customer inquiries and resolve complex service issues effectively. - Proactively identify customer needs, investigate issues, and provide timely solutions. - Maintain high levels of customer satisfaction and loyalty through effective communication and conflict resolution. - Ensure adherence to established customer service processes and quality standards.

Collaboration & Continuous Improvement

- Work closely with sales, technical support, and other internal teams to provide accurate and timely information to customers. - Gather customer insights and feedback to improve service delivery and customer experience. - Share best practices and collaborate across departments to enhance operational effectiveness. - Participate in training and development initiatives to strengthen customer service capabilities.

Performance & Reporting

- Prepare and review operational reports and service performance metrics. - Drive team productivity and quality outcomes aligned with organizational goals. - Ensure compliance with company policies, procedures, and regulatory requirements.

Work Schedule

- Flexibility to work US and UK shifts on a rotational basis based on business requirements.

Required Skills & Competencies

- Strong communication, interpersonal, and active listening skills. - Customer-centric mindset with strong problem-solving and conflict resolution abilities. - Ability to manage multiple tasks and priorities in a fast-paced environment. - Proficiency in Microsoft Office (Word, Excel, Outlook). - Experience using CCaaS (Contact Center as a Service) platforms. - Strong organizational, time management, and attention-to-detail skills. - Ability to collaborate effectively within cross-functional teams. - Adaptability and willingness to learn in a dynamic work environment.

Education & Experience

- 6–8 years of experience in a fast-paced customer-facing sales or service environment. - 1–2 years of supervisory, team lead, or people management experience. - Proven experience handling customer escalations and complex service issues. - Experience working with ERP systems or multiple internal business systems preferred. - Bachelor’s degree in Business Administration, Management, Communications, or related field preferred. - Technology or B2B industry experience is an advantage.

Equal Employment Opportunity

Infinite Electronics is an Equal Opportunity and Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity,