Customer Service Supervisor

Specialty Building Products is a people first organization. Reeb® is an SBP Brand.

You may be wondering, why should I join Specialty Building Products?

• We live our Core Values and they reflect what we actually believe and how we actually behave. They are who we are. You are joining a team that is built upon a strong culture and standards for success.
• Flexibility is offered here; we trust in the expertise, skills and actions of our employees.
• We welcome you to something bigger than yourself with all the tools necessary to excel in your role.
• Grow with us; we offer a career, not just a job. We value your perspective and want to learn more about you with a commitment to laying the foundation for you to build a successful career with us.

Reeb® Millwork an SBP Brand is currently looking for a Customer Service Supervisor to join our VALUES based organization. We seek to serve people first, and we operate according to a moral compass aimed at doing what is right even when it is hard. The Customer Service Supervisor oversees teams within the Customer Service Department, working closely with the Customer Service Manager to assure excellent customer service with both internal and external customers.

ESSENTIAL FUNCTIONS

• Actively participate with the Customer Service Manager in departmental goal setting and goal achievement
• Provide input to Customer Service Manager for performance reviews
• Continuously work towards a "one-team" concept with outside sales representatives and account managers
• Conduct training for CSRs in customer service including processes and procedures, product knowledge and general customer service knowledge.
• Maintain time and attendance, coordinating time off requests using time tracking system
• Assist with quoting to assure timely response to customers
• Take calls when necessary to achieve customer service goals for timely response on the phone
• Champion Lean processes by representing Customer Service in all Lean and Total Quality activities
• Support CSRs when difficult situations occur by getting involved with the customer
• Follow-up to ensure that appropriate changes were made to resolve customers' problems
• Refer unresolved customer grievances to designated departments for further investigation
• Maintain positive relationships with both internal and external customers
• Conduct all activities in a safe manner, adhering to company safety standards
• Attend monthly safety committee meetings and participate in site safety audits.
• Responsible to investigate and complete a thorough accident investigation report when needed. This includes taking the injured employee to receive the proper medical attention.

POSITION QUALIFICATIONS

Education :

• High School Graduate or General Education Degree (GED) required.
• 2- or 4-year university degree preferred.

Experience: 5 years related customer service experience including 2 years in a supervisory role

SKILLS & ABILITIES

Computer Skills

General computer knowledge required, including use of internet and email