Customer Service Supervisor

Key Responsibilities

• Team Leadership: Supervise and lead a team of Customer Service Clerks, Account Specialists, and Senior Account Specialists ensuring they are well-trained, motivated, and capable of delivering exceptional service.
• Provide guidance and support to team members, fostering a positive and collaborative work environment.
• Handle escalated customer inquiries or complaints, ensuring timely and satisfactory resolution.
• Provide support and guidance to team members in handling complex or challenging customer issues.
• Identify opportunities for process optimization and efficiency improvements within the customer service department.
• Implement best practices to enhance workflows, reduce response times, and improve overall service delivery.
• Facilitate communication within the customer service team and with other departments.
• Keep the team informed about changes in policies, procedures, or products, and relay important information from upper management.
• Maintain a customer-centric focus, emphasizing the importance of providing excellent service and building positive customer relationships.
• Instill a customer-first mentality within the team.
• Collaborate with other departments, such as sales, and logistics, to address customer needs and improve overall customer satisfaction.
• Work closely with peers and superiors to ensure consistency in service delivery.

Qualifications

• Five (5) or more years of overall Customer Service experience required.
• Supervisory, mentoring, or training experience within the customer service arena highly preferred.
• Industry experience in wood products, industrial products, utilities, or another B2B industry highly preferred.
• A high school diploma or GED required; a bachelor’s degree preferred.
• Intermediate Excel skills required, including creating formulas, pivot tables, and V-lookups.
• SAP experience highly preferred.
• Excellent leadership/organizational skills, proactive attitude, and exceptional attention to detail.