Supervisor, Customer Solutions

Husqvarna Group•Olathe, KS

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 Customer Service Representatives (CSRs) to provide a high-quality customer experience to internal and external customers. This role is critical to the company by supporting and guiding the customer service department, helping to ensure a competitive advantage. Husqvarna is described as one of the world’s oldest startups, passionate about their work, proud of their history, and curious about the future. They seek opportunities for growth by stepping out of their comfort zone and are committed to finding sustainable solutions. The company fosters an environment that encourages close teamwork and mutual support. Husqvarna Group aims for market leadership, driven by a vision to shape its industry and make a meaningful impact by transforming how the world cares for outdoor environments. They are an equal opportunity employer committed to diversity and inclusion, believing that building on various perspectives creates a stronger company. Their culture is built on three themes: Bold (pushing boundaries, taking risks), Dedicated (passion to shape great experiences), and Care (putting people first – customers, team, and future generations).

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

Supervise the Customer Service Department, including monitoring staffing and providing proper phone coverage to meet Service Level Agreements (SLA).
Oversee daily workflow, which includes back order reports, department CRM responsibilities, and other offline duties.
Monitor, supervise, and coach Customer Service Representatives (CSRs) on attendance, performance, and behavior.
Hold CSRs accountable for meeting compliance expectations with established policies and procedures.
Provide ongoing ERP systems training to support required functions and oversee training of new hires.
Conduct performance appraisals and provide ongoing performance feedback.
Handle daily personnel issues when they arise and involve the Customer Service Manager when necessary.
Conduct monthly department meetings.
Create and maintain daily reports that provide daily activities.
Assist with annual pricing contracts and daily deviations.
Perform District Sales Manager maintenance on the ERP system.
Act as a point of escalation for complex issues from CSRs.
Identify trends and work within and outside the Customer Service department to determine root causes and solve issues.
Create, update, and oversee process documentation to meet operational and customer requirements.
Act as a liaison between various departments on customer service issues.
Keep the Customer Service Manager informed of any development issues with CSRs.
Provide support to the sales organization.
Provide weekly feedback to the manager for use in refining and improving departmental efficiencies.