Operations Supervisor - Order and Customer Service

Role and Responsibilities

• Oversee a team of Order and Customer Service Representatives, ensuring excellent quality and service.
• Serve as the main point of communication between the team and the Operations Manager.
• Execute business strategy provided by company leadership.
• Establish, recommend, and implement performance standards and changes.
• Develop and maintain effective business relationships with Appliance Leadership.
• Proactively identify and address scheduling conflicts, delays, and issues to minimize disruptions.
• Train, coach, and manage performance of direct reports through regular one-on-one meetings.
• Drive productivity, accountability, and assist in corrective action when necessary.
• Conduct regular audits of the ticketing system, closing out completed requests, and reminding team members about open tickets.
• Guide team members and the sales department with questions regarding already replaced orders.
• Help team members handle upset customers, maintaining effective de-escalation between all parties.

Qualifications and Education Requirements

• A minimum of 2 years of management/supervisor experience.
• Fundamental PC skills, including proficiency in Outlook, Excel, Teams, and Word.
• Excellent organizational, time-management, and decision-making skills.
• World-class leadership and communication skills, adaptable to various audiences.
• The ability to develop, implement, and assess performance metrics.

Preferred Skills

• Previous experience supervising remote teams.