Customer Service Supervisor - Fishing

Johnson Outdoors•Elmwood Park, WI

9d•Hybrid

About The Position

The Customer Service Supervisor oversees daily customer service functions and activities to ensure efficiency, quality, and customer satisfaction. This role implements procedures and provides guidance to ensure that customer inquiries and complaints are handled and processed in accordance with company objectives. The supervisor will oversee customer service functions including order entry, pricing and promotions, problem resolution, sales support, and customer/consumer communications. They will also oversee the sales order entry process ensuring accuracy and timeliness, and assist in assigning shipment dates in conjunction with the production and shipping department. Monitoring call quality, volume, and efficiency, as well as problem resolution and the resolution of shipping and credit questions, is key. The supervisor will provide training and guidance to increase quality, effectiveness, and efficiency, ensuring a continued level of industry-leading customer service. Additionally, this role oversees and performs database and/or website maintenance/administration functions to ensure accuracy and data integrity, and is responsible for setting up and maintaining product pricing and promotion programs in the system. The supervisor will manage fluctuation in workloads to ensure cost-effective departmental operation, including the ability to perform customer service functions when necessary. They will coordinate proactive customer service processes, including communications with dealers and the marketing department, to ensure a continuing long-term business relationship with the customer. This role also coordinates ISO 9000 documentation for all department responsibilities and tasks, ensuring continued maintenance of those documents when processes change, and partners with other internal or external departments on sales, customer service, and accounts receivable processes. Other duties as assigned.

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 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.
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.
Performs other duties as assigned.