Supervisor, Customer Service

Job description

Job Description This position is responsible for managing a Customer Service team who supports key customers and strategic business initiatives in the Retail Stock Business Unit. Accountabilities: - Collaborate with cross functional teams to achieve at least a 90% clean order rate and performance that meets the stated lead time for Warranty Parts. - Provide direct supervision for team members; develop each associate’s skills according to goals and knowledge level. - Hire and train new employees on new products, product changes, procedural changes, skills and techniques. - Conduct employee performance reviews, provide regular and timely assessment and coaching, and implement corrective action when necessary. - Develop action-planning strategies outlining upcoming steps for improvements. - Monitor workload management and team metric goals, effectively report findings and manage team performance. - Assist Customer Service in resolution of situations regarding customer’s orders or deliveries, answer product questions, and manage plant/manufacturing issues. - Secure new account information from the Sales Leaders, analyze the information, develop customer specific procedures and ensure t...