Supervisor, Customer Solutions

Last date to apply: We are continuously accepting applications As a Customer Solutions Supervisor at Husqvarna Construction in Olathe, KS, you are responsible for overseeing the daily operation of business. This position plays the lead role in coaching and developing our Customer Solutions Reps (CSR) to provide a high-quality customer experience to our internal and external customers. This position helps ensure our competitive advantage and is critical to the company by supporting and guiding the customer service department. We offer: Competitive compensationBenefits, including medical, dental, and vision insurance at date of hireA 401(k) with matching and no vestingAn employee purchase discount on Husqvarna productsAn education assistance programPaid parental leave Paid holidays, including 2 floating holidaysPaid vacation and sick time Responsibilities Supervising of Department Monitor staffing and provide proper phone coverage to meet our agreed upon Service Level Agreement (SLA)Oversee daily workflow which includes back order reports, department CRM responsibilities, and other offline dutiesMonitor, supervise and coach gaps in attendance, performance and behaviorHold CSRs accountable to meeting the compliance expectations with established policies and proceduresProvide ongoing ERP systems training to support required functionsOversee training of new hiresConduct performance appraisals and provide ongoing performance feedbackHandle daily personnel issues when they arise and involve Customer Solutions Manager when necessaryConduct monthly department meetingsCreate and maintain daily reports that provide daily activities Process Administration Daily & weekly communications to the assigned groupAssist with annual pricing contracts and daily deviationsDistrict Sales Manager maintenance on ERP systemActs as point of escalation for complex issues from CSR’sIdentify trends and work within and outside Customer Solutions department to determine root cause and solve issuesCreate, update and oversee process documentation to meet operational and customer requirements Communication Management Act as liaison between various departments on customer service issuesKeep Customer Solutions Manager informed of any development issues with CSR’sProvide support to sales organizationProvide weekly feedback to manager for use in refining and improving departmental efficiencies As an ideal candidate you have: Bachelor’s Degree in Business preferred3-5 years customer service experience in a call center environment requiredPrevious lead or supervisory experience requiredSolid knowledge of current ERP system, Excel, WordSolid knowledge of workflow management of business dynamics (CRM) Why join Husqvarna? We are one of the world’s oldest startups, passionate about our work, proud of our history and curious about the future. We look for opportunities to grow by stepping out of our comfort zone and are committed to finding sustainable solutions for the future. We have built an environment that encourages close teamwork and support for one another. Check us out at www.husqvarnaconstruction.com. Husqvarna is an Equal Employment Opportunity employer committed to providing equal opportunity in all of our employment practices, including selection, hiring, assignment, re-assignment, promotion, transfer, compensation, discipline and termination. Husqvarna prohibits discrimination, harassment and retaliation in employment based on race; color; religion; national origin; gender; sexual orientation; pregnancy; age; disability; service member status; or any other category protected by federal, state, or local law.