Customer Service Supervisor

LSI Industries, Inc.•Blue Ash, OH

8d•Onsite

About The Position

Headquartered in Cincinnati, LSI Industries (NASDAQ: LYTS) specializes in the creation of advanced lighting, graphics, and display solutions across strategic vertical markets. The company’s American-made products, which include lighting, print graphics, digital graphics, refrigerated and custom displays, aim to help businesses stand out in a competitive market. With a workforce of approximately 2,000 employees and 20 facilities throughout North America, LSI provides top-quality solutions for its clients. LSI’s management team is focused on continued profitable growth. We are looking for a Customer Service Supervisor to support our team at our corporate location in Cincinnati, Ohio. Summary: Under the leadership of the Customer Experience Manager, the Customer Service Supervisor will lead with a passion for coaching and developing a team of skilled CSR’s, driving engagement through effective communication, and providing exceptional customer service to our internal and external customers. Must be skilled at providing coaching, accountability, and focusing on maintaining a culture that is supportive and allows each person to deliver their best work. Assure sales growth, customer retention, and profitable transactions and deliver service as a competitive advantage for LSI Industries. The Customer Service Supervisor collaborates with other cross-functional teams to identify opportunities for system improvements to support internal processes and externally to support the customers. Key initiatives are to drive standardization and processes to make it easy for customers to do business with LSI and to support the Sales and Product Management teams to align with the LSI business strategies.

Requirements

Bachelor’s degree in business; related field or 3-4 years related experience and/or training; or equivalent combination of education and experience
6-8 years of customer service in a call center environment
Excellent communication skills, both written and verbal
Advanced skills and knowledgeable in Microsoft Office Suite
Proven leadership skills
Motivated and enthusiastic, who is customer service oriented
Strategic/Critical thinker
Organization skills

Responsibilities

Managing teammates schedules to provide coverage for supporting customers
Key account management activities
Collaboration with our support groups
Coordinating order related processes and providing advisory responsibility for Niche and National Account Customer Services Representatives.
Escalation activities for resolution of customer issues and teammate development.
Be a proficient leader of all CSR functions across the customer service team
Act as training coordinator for lighting operations
Prioritize work for resolutions to support the business units and their customers
Conduct regularly scheduled 1x1’s with CSRs
Leverage networks and resources available when problems arise to find effective and innovative solutions that maintain relationships without negatively affecting business results
Primary contact for escalated issues related to accounting and manufacturing
Review/process, order editing tickets, credit card transactions, commission adjustments and account set up requests
Mange phone skills utilizing the phone management system
Be proficient in the LSI ERP software and act as primary contact for issues, and reporting
Maintain the Niche, C&I and National Account segmentation
Conduct performance appraisals for CSR employees
Manage employee performance and address concerns/issues including the implementation of corrective or disciplinary actions as appropriate
Develop Customer Service Representatives through coaching and mentoring to align with their career path
Align with peer supervisors on standards and training within the Customer Service team
Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the public
Review and approve timecards, PTO requests and address attendance related matters
Ability to write reports, business correspondence, and procedure manuals
Ensure compliance with organizational policies and procedures
Drive standards for proactive processes and timely follow up to resolution
Monitor and analyze emerging trends in customer service (e.g., automation, AI, real-time tracking tools) and customer interaction to identify opportunities for improving customer experience.
Understand systems and processes to facilitate improvements for efficiencies in order management and fulfillment