Customer Service Supervisor

Summary:

The Customer Service Supervisor at Mannington Residential is responsible for managing and coordinating the activities of the customer service team to ensure exceptional service delivery and customer satisfaction. This role involves overseeing customer service representatives, handling escalated issues, and implementing strategies to improve service quality and efficiency.

Essential Duties and Responsibilities:

• Supervise and manage customer service representatives, including hiring, training, and performance evaluations.
• Monitor customer service interactions for quality assurance and provide ongoing coaching and feedback to team members.
• Address and resolve escalated customer inquiries, complaints, and issues in a timely and effective manner.
• Verify and oversee the accuracy of orders entered into the computer system.
• Develop and implement customer service policies and procedures to ensure consistent and high-quality service delivery.
• Track and analyze key customer service metrics (e.g., call volume, resolution time, customer satisfaction scores) to identify areas for improvement.
• Collaborate with other departments (e.g., sales, marketing, product development) to ensure a seamless customer experience and address customer concerns effectively.
• Prepare and manage the customer service budget, including forecasting requirements and scheduling expenditures.
• Conduct regular reviews of customer service processes and make recommendations for improvements.
• Ensure compliance with company policies and applicable laws in all customer service activities.
• Participate in educational opportunities and professional organizations to stay updated on industry best practices and enhance job knowledge.

Supervisory Responsibilities:

Directly supervises employees in the Residential Customer Service department and carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Competencies:

• Excellent verbal and written communication skills.
• Strong leadership and interpersonal skills.
• Ability to respond to time-sensitive situations with a sense of urgency.
• Detail-oriented and highly organized.
• Ability to multi-task and prioritize effectively to meet deadlines.
• Excellent problem-solving skills.
• Self-starter and able to work with minimum supervision.
• Proficient in customer service software and tools.

Education and Experience:

• Bachelor's degree in business administration, Management, or a related field preferred.
• Minimum of 3-5 years of experience in customer service, with at least 2 years in a supervisory role.
• Experience in the residential flooring industry is a plus.

Work Environment:

The work environment is typically an office setting, with occasional visits to customer sites as needed. The role may require overtime during peak periods or to address urgent customer issues.