Supervisor, Customer Solutions
Husqvarna Group•Olathe, KS
•Onsite
About The Position
The Customer Service Supervisor is responsible for overseeing the daily operation of business. This position plays the lead role in coaching and developing our Customer Service Reps (CSR) to provide a high quality customer experience to our internal and external customers. This position helps ensure our competitive advantage and is critical to the company by supporting and guiding the customer service department.
Requirements
- 3-5 years customer service experience in a call center environment required
- Previous lead or supervisory experience required
- Strong knowledge of current ERP system, Excel, Word
- Strong knowledge of HCP business processes
- Strong knowledge of workflow management of business dynamics (CRM)
Nice To Haves
- Bachelor’s Degree in Business preferred
Responsibilities
- Monitor staffing and provide proper phone coverage to meet our agreed upon Service Level Agreement (SLA)
- Oversee daily workflow which includes back order reports, department CRM responsibilities, and other offline duties
- Monitor, supervise and coach gaps in attendance, performance and behavior
- Hold CSRs accountable to meeting the compliance expectations with established policies and procedures
- Provide ongoing ERP systems training to support required functions
- Oversee training of new hires
- Conduct performance appraisals and provide ongoing performance feedback
- Handle daily personnel issues when they arise and involve Customer Service Manager when necessary
- Conduct monthly department meetings
- Create and maintain daily reports that provide daily activities
- Daily & weekly communications to the assigned group
- Assist with annual pricing contracts and daily deviations
- District Sales Manager maintenance on ERP system
- Acts as point of escalation for complex issues from CSR’s
- Identify trends and work within and outside Customer Service department to determine root cause and solve issues
- Create, update and oversee process documentation to meet operational and customer requirements
- Act as liaison between various departments on customer service issues
- Keep Customer Service Manager informed of any development issues with CSR’s
- Provide support to sales organization
- Provide weekly feedback to manager for use in refining and improving departmental efficiencies
Benefits
- Competitive compensation
- medical, dental, and vision insurance at date of hire
- A 401(k) with matching and no vesting
- An employee purchase discount on Husqvarna products
- An education assistance program
- Paid parental leave
- Paid holidays, including 2 floating holidays
- Paid vacation and sick time
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Number of Employees
501-1,000 employees
