Supervisor, Customer Service

Job Description:

• This position is responsible for managing a Customer Service team who supports key customers and strategic business initiatives in the Retail Stock Business Unit.
• Collaborate with cross functional teams to achieve at least a 90% clean order rate and performance that meets the stated lead time for Warranty Parts.
• Provide direct supervision for team members; develop each associate’s skills according to goals and knowledge level.
• Hire and train new employees on new products, product changes, procedural changes, skills and techniques.
• Conduct employee performance reviews, provide regular and timely assessment and coaching, and implement corrective action when necessary.
• Develop action-planning strategies outlining upcoming steps for improvements.
• Monitor workload management and team metric goals, effectively report findings and manage team performance.
• Assist Customer Service in resolution of situations regarding customer’s orders or deliveries, answer product questions, and manage plant/manufacturing issues.
• Secure new account information from the Sales Leaders, analyze the information, develop customer specific procedures and ensure the team executes according to customer requirements.
• Maintain and update internal documentation.
• Advance team relationships with all MBCI functions.
• Work with IT to resolve and improve recognized system faults and needed enhancements.
• Recognize and implement process improvements to enhance Customer Services operations.
• On a daily basis, analyze, interpret and respond to report data relative to business needs and make timely operational decisions.
• Oversee root cause analysis and appropriate interventions or corrective action to prevent recurring customer concerns.
• Assume responsibilities to oversee special projects as assigned.
• Self-development/continuous education – Work with Manager to develop a training plan to advance interpersonal/management skills.
• Act as backup to Manager – Customer Services as directed.

Requirements:

• 3 years MBCI customer service experience or related customer service experience.
• Excellent supervisory skills.
• Effective mentoring and coaching skills.
• Superior phone skills.
• Computer skills, Word, Excel, PowerPoint.
• Proven experience in leadership role with performance management skills.
• Demonstrated ability to communicate effectively.
• Self-motivated, team oriented.
• Solid organizational skills, ability to manage multiple tasks at once.
• Demonstrate problem solving and decision-making proficiency.
• Extensive product and cabinet construction knowledge.
• Strong service mentality, dedicated to satisfying the customer.
• Requires energy, enthusiasm and a customer first attitude to internal and external customers.
• Ability to train customer service skills and techniques.
• A team player with the ability to work collaboratively with our customers and employees.
• Demonstrated effectiveness in meeting deadlines and maintaining confidentiality.
• Ability to anticipate and plan strategically for future business needs and improvement while maintaining ongoing daily operations.
• Demonstrated professionalism.

Benefits:

• Equal Employment Opportunity
• Reasonable Accommodations

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