Customer Care Supervisor

Shamrock Foods•Commerce City, CO

3d•$65,000 - $70,000

About The Position

The Customer Care Supervisor leads a team of Customer Care associates in providing high-quality customer service in the food service industry. The supervisor engages, coaches, and motivates the team to meet customer needs and exceed expectations, while partnering with cross-functional departments to resolve problems and support customers. The role oversees staffing, performance, training, daily operations, service-level results, and process improvements. It also addresses escalated customer requests and complaints, with the goal of meeting customer needs and preserving internal and external relationships.

Requirements

Bachelor's degree and at least 3 years of prior customer service experience, or an equivalent combination of education and experience.
At least 2 years of prior supervisory experience in a customer service or contact center environment.
Ability to understand technical and complex processes and explain them clearly to the team and to internal and external customers.
Effective problem-solving skills, including identifying problems, collecting data, drawing conclusions, and resolving conflicts.
Excellent interpersonal and communication skills and a collaborative mindset.
Proficiency with Microsoft Office, including Word, Excel, and Outlook.
Flexibility and willingness to work department demands, which may include weekends and holidays.

Nice To Haves

Experience with Salesforce.com or other customer relationship management (CRM) software.

Responsibilities

Assign and direct team work; conduct employee evaluations; provide staff training and development; and take appropriate disciplinary or corrective action.
Coach and motivate the team to achieve service-level goals and deliver a customer-centric experience.
Create and maintain schedules based on business needs to maximize productivity.
Review service-level data and associate production for competency, completeness, accuracy, and timeliness.
Analyze and organize daily Customer Care operations and procedures, including customer service, correspondence flow, associate training and development, call coaching, and sales support services as needed or directed.
Evaluate processes and procedures to identify opportunities to improve workflow efficiency and effectiveness.
Coordinate process improvements with other departments, associates, and branches as a subject matter expert, encouraging collaboration and solution-driven best practices.
Review or address escalated customer requests and complaints to meet customer needs and preserve internal and external relationships.