Customer Service Supervisor
POSITION DETAILS
Summary:
The Customer Service Supervisor is responsible for overseeing the daily operations for the Dealer Account Specialist call center. This role manages a team of approximately four individuals tasked with the care and service of OPE dealers. This is a critical role for the continued success and growth of our OPE business.
Responsibilities:
Manage and develop a team of 3 - 4 Dealer Account Specialists in the day-to-day operations of the call center; daily operations include: order entry, order tracking, order invoicing, inbound and outbound calls, and resolution of customer concerns
Manage 1 Inside Sales resource and assist in driving increased sales volume for house accounts, open territories, and government sales
Track and reduce abandon rates and wait times for incoming calls
Collaborate with the Sales Analyst in developing reports and dashboards used in improving performance of the call center and the dealer's experience
Ensure high level of customer service for OPE dealers and end consumers by identifying and implementing process improvements
Work cross-functionally with Sales, Marketing, IT, Ecommerce, Warehouse, Engineering, Sourcing and Finance to implement and improve programs to achieve AOP goals
Employee managerial functions including performance reviews, continuous performance discussions, hiring and terminating employees and other duties as assigned
CAPABILITY REQUIREMENTS:
Excellent analytical and problem solving skills
3-5 years of experience in customer service
Must possess solid leadership ability
Strong customer focus and verbal communication skills
Must be capable of interfacing effectively with the other functional areas of the Company (i.e., Sales, Marketing, IT, Ecommerce, Warehouse, Engineering, Sourcing and Finance, HR)
Bachelor's degree or Associate's degree and 5-7 years of experience in related field
LICENSE AND/OR CERTIFICATION REQUIREMENTS:
Oracle experience preferred, but not required
Additional Information:
Direct Reports: 4
Travel Requirements: 10%
We are an equal opportunity employer. All qualified applicants will receive equal consideration for employment without regard to race, color, national origin, religion, sex, pregnancy, marital status, sexual orientation, gender identity, age, physical or mental disability, or covered veteran status.
. Apply now!Estimated Salary: $20 to $28 per hour based on qualifications.
Summary:
The Customer Service Supervisor is responsible for overseeing the daily operations for the Dealer Account Specialist call center. This role manages a team of approximately four individuals tasked with the care and service of OPE dealers. This is a critical role for the continued success and growth of our OPE business.
Responsibilities:
Manage and develop a team of 3 - 4 Dealer Account Specialists in the day-to-day operations of the call center; daily operations include: order entry, order tracking, order invoicing, inbound and outbound calls, and resolution of customer concerns
Manage 1 Inside Sales resource and assist in driving increased sales volume for house accounts, open territories, and government sales
Track and reduce abandon rates and wait times for incoming calls
Collaborate with the Sales Analyst in developing reports and dashboards used in improving performance of the call center and the dealer's experience
Ensure high level of customer service for OPE dealers and end consumers by identifying and implementing process improvements
Work cross-functionally with Sales, Marketing, IT, Ecommerce, Warehouse, Engineering, Sourcing and Finance to implement and improve programs to achieve AOP goals
Employee managerial functions including performance reviews, continuous performance discussions, hiring and terminating employees and other duties as assigned
CAPABILITY REQUIREMENTS:
Excellent analytical and problem solving skills
3-5 years of experience in customer service
Must possess solid leadership ability
Strong customer focus and verbal communication skills
Must be capable of interfacing effectively with the other functional areas of the Company (i.e., Sales, Marketing, IT, Ecommerce, Warehouse, Engineering, Sourcing and Finance, HR)
Bachelor's degree or Associate's degree and 5-7 years of experience in related field
LICENSE AND/OR CERTIFICATION REQUIREMENTS:
Oracle experience preferred, but not required
Additional Information:
Direct Reports: 4
Travel Requirements: 10%
We are an equal opportunity employer. All qualified applicants will receive equal consideration for employment without regard to race, color, national origin, religion, sex, pregnancy, marital status, sexual orientation, gender identity, age, physical or mental disability, or covered veteran status.
. Apply now!Estimated Salary: $20 to $28 per hour based on qualifications.
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