Customer Service Supervisor

Brand New Opportunity coming to Haleyville Alabama:. Do you like working with customers, mentoring a team, working in various systems to analyze metrics and performance of that team through Excel and other reporting, setting expectations for talk times, number of touches for resolution for customers, etc.? Well then this could be a good match for you. Ideal candidate will have these experiences plus worked with scripts, and automatic messaging as well as worked in prior ticketing systems and call center(s).

POSITION SUMMARY:

The Customer Service Supervisor is responsible for ensuring delivery of the highest quality service provided to our customers by the Customer Service team. The CS Supervisor’s primary responsibility is to ensure the best possible departmental processes through effective training, motivation, and leadership of the customer service process, and delivery process. Leading the department by example in delivering a pleasant, helpful, and responsive attitude in all customer dealings is critical in this role. The CS Supervisor will direct CS activities, ensure metrics attainment, work to see that customers in the queue are responded to immediately or in busy periods not to exceed 24 hours all within the framework of the company’s objectives, plans and policies. Communication with key product managers regarding product information, appropriate company reporting and communication cross functionally within the business is critical. This position is also responsible for working with the Warranty and Parts Supervisor to manage the warranty process and ensure proper response time for customers. They will also provide information, in conjunction with the Warranty and Parts Supervisors, to the inventory team to ensure the proper stock of warranty parts.

ESSENTIAL DUTIES AND RESPONSIBILITIES :

• Responsible for motivating and training the Customer Service team.

• Assists in recruiting and managing individual performance within the department.

• Supervises the attendance, workload, and schedule of the Customer Service team members. This includes approving time and tracking PTO.

• Builds a culture of world class customer service, anticipates delivery problems, prioritizes service levels and handles customer complaints with appropriate action

• Takes an active role as a member of the Customer Service team to ensure the best allocation of the department resources and responsibilities. This includes managing the flow of projects to increase the productivity of the Customer Service team.

• Captures and reports Customer Service team metrics for call stats, chat, tickets email inboxes and consumer surveys.

• Handles escalated customer issues.

• Works with Product Managers to assure product information and training is received in a timely and accurate manner, reporting/documenting any reoccurring warranty issues on current product.

• Works with product managers to assure product information and training is received in a timely and accurate manner. Reporting and documenting any reoccurring warranty issues on product.

• Works with warehouse/warranty staff to provide information to the Inventory Planning team to ensure proper ordering, replenishment and flow of warranty parts.

• Works closely with warehouse/warranty to solve open issues and ensure timely shipments of warranty product.

• Works with the CS team to control the dollars the department spends on warranty replacements and related shipping costs.

• Works with IT to document and report any systems issues or improvements

• Works to ensure proper reporting within the Customer Service system-Freshdesk

• Develops processes to ensure efficiencies within Customer Service

• Tracks, on a weekly basis, the top 10 reasons that customers call and work towards solutions for these top ten issues on a weekly basis.

• Carries our customers concerns to the product team, or to the appropriate team in the company for action and follow up.

• Collaborates with Customer Service team and cross-functionally to ensure delivery of the customer experience

SUPERVISORY RESPONSIBILITIES:

• Responsible for the supervision and management of the customer service team.

QUALIFICATIONS/SKILLS:

• Prior customer/consumer service leadership experience required (3-5 years). Previous supervisory experience required.

• Must be able to function effectively in a team environment and earn the respect of team members through actions and contributions. Lead by example.

• Strong computer skills (MS Office Suite). Intermediate Excel skills preferred. Familiarity with EBA or a similar system.

• Excellent communication and interpersonal skills. Ability to encourage and motivate.

• Ability to build solid relationships with professionals at all levels throughout the organization.

• Ability to mediate consumer conflicts.

• Proactive problem resolution.

• Ability to plan and prioritize deadlines and projects.

• Ability to maintain calm and professional demeanor under pressure.

• Strong organizational skills and attention to detail

• Freshdesk or Zendesk experience a plus (or comparable system)

BUDGET QUALIFICATIONS:

Responsible for the Customer Service budget

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to stand; walk; sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee frequently is required to stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

OTHER DUTIES AS ASSIGNED

This job description is an overview of the scope of responsibilities for this job and is not intended to be an inclusive list of job tasks and expectations. With the evolution of Exxel Outdoors, LLC, the responsibilities of this position may change. The job must be prepared to accept new responsibilities and transfer others.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Exxel Outdoors offers 3 Medical Plans, Dental, Vision, Life Insurance, programs for additional life insurance for self, spouse and family, critical illness, short-term disability, and pet Insurance. Additionally, we offer an open work environment with a workout facility for employee use, telephone booths for privacy, and an expansive employee breakroom with an awesome view of the Flatirons. All employees receive 60% off MRSP on all our company websites, in addition to discount programs from many outdoor industry companies through Pro-Deals. Each year every employee receives a $200 allowance to buy any company product, plus you still can get the discount on any items purchased. In our corporate office, employees can bring dogs to work 2 days a week, and after 90 days have option for one work from home day, 4 10-hour days, or 9 9-hour days dependent on role in the organization. Exxel offers a minimum of 80.0 hours vacation, and 7 days sick to all Full-time employees, prorated for Part-time employees, and when during the year an employee begins with the company. We offer a 401k program through Fidelity, and the company matches 50 cents on the dollar for the first 4%. Exxel invests in their employees by offering this benefit selection to all employees in our Colorado market!

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Salary range for the Customer Service Supervisor position is $42,000-$47,000 annually based on education and prior experience.

Please apply HERE.