SUPV CUSTOMER SERVICE

AirReps•Redlands, CA

8d•$70,000 - $83,575

About The Position

Daikin Comfort Technologies Distribution, Inc. is seeking a professional, skilled individual for our Customer Service Supervisor position. The Customer Service Supervisor ensures customer service within the branch meets to Company standards. Provides leadership, training and guidance among the CSRs and clerks at the branch to provide exceptional customer service and safe work practices. This includes ensuring the branch store meets inventory plans, processes are followed including sales, warranties, shipping, and housekeeping. This role requires someone that is a team player, results oriented, excellence driven has strong work ethics and integrity.

Requirements

Knowledge of HVAC products
Proven customer service experience with high level of customer satisfaction
Experience with performance metrics, process improvement, and policy enforcement
Effective leadership and employee development skills
Experience with training methods
Familiarity with Performance Management and CRM systems
Excellent verbal and written communication skills.
Working knowledge of Microsoft Office – Outlook, Excel, Word, PowerPoint
Effective organizational and time management skills
High level of attention to detail and compliance oriented.
Ability to effectively handle changing priorities
Excellent problem-solving skills, with ability to apply sound judgment and decision-making skills
8+ years with customer service preferably within the HVAC industry
2+ years in a lead / supervisor role
High School diploma or GED equivalent
HVAC product training

Responsibilities

Provide direction and oversee the work and functions of Customer Services Representatives.
Responsible for building and maintaining morale in the branch by demonstrating leadership qualities and setting an example for staff, promoting teamwork both within the branch, local team and within the region. Develop employees’ performance and skills with proper training and guidance and assist them at reaching their full potential.
Process purchase orders, research low stock and receivables and process branch payables, audit cash drawers and truck metrics. Remain current with warranty processing and follow up quickly on rejections.
Oversee all aspects of profit center (operations, sales, admin, etc.) working closely with Credit Department at Corporate to determine appropriate credit level and resolve any credit issues.
Develop plans for increased branch profitability/productivity and drive continuous improvement processes.
Delegate all workflow to team representatives and accountable for their goals and work performance.
Provide feedback to Customer Service employees on performance and disciplinary actions when needed.
Provide motivation to staff on giving excellent customer service to our customers.
Recruit for open positions in department, review resumes and interview potential candidates.
Captures & compiles data relating to department operations
Perform additional duties as needed
May provide direction amongst branch hourly personnel, specifically CSRs and Clerks
Ensure all employees are following work processes/procedures and take the required training
Assist Branch Manager with branch operations
Support sales teams and inside account representatives as well as all branches if needed