Supervisor, Customer Service

Viega • Broomfield, CO

49d • $72,000 - $88,000

About The Position

The Supervisor, Customer Service is responsible for improving and overseeing the daily operations of the Customer Service team. This individual must demonstrate a high level of technical knowledge to successfully support and maintain a high performing team. Strong leadership and management skills are essential as this role will manage performance, productivity, department processes, cross training, customer satisfaction, and proper distribution of workload amongst the team. This role will work closely with the Manager, Customer Service and Director, Customer Service to supervise and execute department objectives and company goals.

Requirements

• Advanced knowledge of products and services
• Knowledge of computer software including Excel, Word, Outlook, PowerPoint, SAP, CRM, BW
• Advanced problem solving and leadership skills
• Excellent customer service, communication, and interpersonal skills
• Detail oriented and strong ability to multi-task
• Effectively able to lead and direct a team
• Ability to motivate a diverse work force and achieve results
• Ability to communicate openly with internal and external customers, promoting the spirit of cooperation between all company facilities
• Ability to perform with superior service, reflecting a positive company image while sustaining a positive attitude with those you interact with; always going above and beyond to help others out, regardless of their position or department.
• Ability to adhere to the highest standards of quality while continually performing at the highest possible level.
• Associates Degree preferred
• 3-5 years of experience managing or effectively leading a customer service team
• Strong background and familiarity with a customer service or call center environment
• Equivalent combinations of education and experience may be considered.

Responsibilities

• Supervision of team and employee performance
• Leads by example to motivate team and improve department performance.
• Provides and creates training and development opportunities
• Maintains department policies and procedures
• Equally distributes tasks and monitors team workload
• Fairly manages department scheduling and time off requests to ensure coverage is aligned with overall department needs
• Build a culture of continuous learning and drive efficiency
• Recommend short and long-term objectives consistent with corporate goals and objectives.
• Hold recurring team and individual employee meetings to discuss goals and strategy
• Manages escalated situations related to customers or orders
• Ensure department documentation and workflows are accurate
• Answers complex inquiries regarding pricing, products, scheduling, etc.
• Provide follow up communication for customers, sales team, and customer support regarding inquiries or discrepancies.
• Provide regular communication and collaboration across all departments
• Proactively identify and help implement process enhancements that better support a positive customer experience
• Approves up to $5,000 returns, recommends reductions of restock, and shipping accommodations when applicable
• Reporting related to sales and customer information
• Monitor, measure and improve effectiveness of department programs
• Monitors programs and procedures to ensure on-time delivery and customer satisfaction
• Updates and maintains quality management documents
• Performs special projects as required, such as assisting with the development, research, and delivery of new trainings, or other tasks as assigned
• Evaluate that CSRs have the proper knowledge and skill set to assist customers, solve problems, meet metrics, etc.
• Partners with internal partners to develop help center insights and analysis that will inform strategic choices in how we service our customers
• Provides various status reports and correspondence as required or requested.
• Attends meetings as required and/or assigned.
• Performs other duties as required and/or assigned

Benefits

• Medical, Dental, Vision
• Wellness Program
• Health Savings Account (HSA) with a company contribution
• Voluntary Benefits (Life, AD&D, Disability)
• 401(k) retirement plan with a 7.5% company contribution
• Time Off Programs - 22 days Paid Time Off (PTO), 9 Company Holidays, 2 Volunteer Days

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Merchant Wholesalers, Durable Goods
• Education Level: Associate degree
• Number of Employees: 5,001-10,000 employees