Customer Service Supervisor - Fishing

Johnson Outdoors•Racine, WI

8d•Hybrid

About The Position

At Johnson Outdoors, we are looking for a Customer Service Supervisor to join our amazing Customer Service Team for leading industry brands like Humminbird® and Minn Kota®. Based in Racine, Wisconsin, this role oversees daily customer service functions and activities to ensure efficiency, quality, and customer satisfaction. The supervisor will implement procedures, provide guidance, and oversee functions including order entry, pricing, problem resolution, sales support, and customer communications. This role also involves monitoring call quality, providing training, overseeing database and website maintenance, and managing product pricing and promotion programs. The supervisor will coordinate proactive customer service processes, manage workload fluctuations, coordinate ISO 9000 documentation, and partner with other departments. This role also includes supervisory responsibilities such as managing team activities, ensuring productivity, setting priorities, managing work schedules, providing input on resource planning and policy development, coaching team members, completing performance evaluations, recommending pay actions, participating in hiring and termination decisions, and providing input into the department budget.

Requirements

High school diploma or equivalent.
Typically requires a minimum of 5 years of customer service experience which includes leading a customer service team and effectively resolving difficult customer concerns within a consumer products industry.
Demonstrated skills and abilities to effectively communicate, verbally and in writing, with customers, internal departments, and external vendors.
Expert level skills in resolving escalated customer calls and concerns to ensure customer satisfaction.
Ability to analyze and solve unique issues to effectively bring closure.
Proficiency in using Microsoft Office Products (Word, Excel, and Outlook).
Experience using a database to document customer service calls, orders, and issues.
Skills in maintaining information and documents on a website.
Excellent skills in and ability to organize, prioritize and multitask effectively.

Responsibilities

Oversees daily customer service functions and activities to ensure efficiency, quality, and customer satisfaction.
Implements procedures and provides guidance to ensure that customer inquiries and complaints are handled and processed in accordance with company objectives.
Oversees customer service functions including order entry, pricing and promotions, problem resolution, sales support, and customer/consumer communications.
Oversees the sales order entry process ensuring accuracy and timeliness.
Assists in assigning shipment dates in conjunction with the production and shipping department.
Monitors call quality, volume, and efficiency as well as problem resolution and the resolution of shipping and credit questions.
Provides training and guidance to increase quality, effectiveness and efficiency ensuring a continued level of industry leading customer service.
Oversees and performs database and/or website maintenance/administration functions to ensure accuracy and data integrity.
Responsible for setting up and maintaining product pricing and promotion programs in the system.
Manages fluctuation in workloads to ensure cost effective departmental operation, including the ability to perform customer service functions when necessary.
Coordinates proactive customer service processes, including communications with dealers and the marketing department, which will ensure a continuing long-term business relationship with the customer.
Coordinates ISO 9000 documentation for all department responsibilities and tasks, insuring continued maintenance of those documents when processes change.
Partners with other internal or external departments on sales, customer service and accounts receivable processes.
Performs other duties as assigned.
Supervises the daily activities for a team, ensures productivity, sets priorities, and manages work schedules.
Provides input on resource planning and policy development.
Coaches team members on performance, completes performance evaluations and recommends pay actions.
Participates in and provides input into hiring and termination decisions.
Provides input into the department budget and control expenses.