Customer Service Supervisor

Ashley Furniture is the #1 furniture retailer and manufacturer in the US.

The Customer Service - Centralized Office Supervisor is responsible for building and maintaining the customer relationships that are the foundation of Ashley HomeStore’s retail sales success.

The Centralized Office Supervisor is accountable for supervising retail office administrative operations that help the HomeStore achieve high levels of customer service, productivity, and profitability.

Overall, the Centralized Office Supervisor contributes to the Ashley high-performance culture by modeling our core values and engaging in sales activities that keep the Ashley brand as the #1 home furnishings market leader in style, selection, quality, and value.

You will be asked to:

• Provide guidance, coaching, and support to Customer Service Representatives, assisting them with challenging customer situations and escalated issues.
• Provide training and support in a variety of ways including team meetings, small groups, or one-on-one to continually develop their skills, build their confidence and empower them to missionary communicate with customers at all times and especially in escalated situations; troubleshoot, and resolve issues with a defective product, an incorrect product, delivery issues, etc., to determine the most appropriate method of resolution to ensure customer satisfaction while keeping company goals in mind.
• Ensures sales orders/credit memos are processed accurately and efficiently.
• Follows and enforces cash handling procedures.
• Oversees the processing of customer credit applications and financing arrangements
• Continually drive departmental goals by analyzing daily, weekly and monthly reports to monitor and manage departmental processes to help ensure process guidelines are followed, customers' needs are met, and/or issue resolution is timely.
• Manages the inventory and loss prevention processes and controls, including merchandise receipt and MTOs, Creates, analyzes, and distributes daily financial, management, and other reports, including those related to Past Due, Phone Order Sales, and other key performance metrics
• Make employment decisions and/or recommendations on hiring, improvement plans, transfers, promotions, corrective actions, terminations, pay adjustments, etc.
• Coordinate and manage the work of employees by directing members of the team to meet the area’s goals.
• Manage employee performance and assist employees in making improvements to their performance through coaching, mentoring, and administering performance reviews.
• Recommend, plan and/or implement employee training and skill development activities.
• Audit, maintain and ensure employee time-keeping and absentee records are accurate.
• Manage resources to optimize equipment, facilities, employees, methods, and materials
• Demonstrate the Company’s Core and Growth Values in the performance of all job functions.

3 Top Reasons to Join Our Winning Team:

• Weekly Pay
• Amazing, low-cost benefits
• Company Stability

Ashley Furniture is proud to once again be named one of America’s Best Large Employers 2021 by Forbes Magazine

Job Type: Full-time

Pay: From $21.75 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Disability insurance
• Employee assistance program
• Employee discount
• Employee stock purchase plan
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Paid training
• Parental leave
• Vision insurance

Schedule:

• 8 hour shift
• Weekend availability

Experience:

• Leadership: 1 year (Preferred)
• Cash handling: 3 years (Preferred)

Work Location: One location