Job Description

The Customer Service and Inside Sales Supervisor is responsible for overseeing a team of 4-5 customer service representatives, ensuring high-quality service delivery, and supporting customer order management activities. This role involves customer support excellence, process improvement, and effective resource utilization to ensure high-quality service delivery. The Supervisor will oversee the order management process, ensuring efficient handling of customer orders from initiation to fulfillment. The supervisor will oversee team performance, resolve complex inquiries, and drive continuous improvement initiatives within the department.

Responsibilities

• Team Management: Supervise and mentor a small team of customer service representatives, holding them accountable for delivering outstanding customer service. Delegate tasks, support escalations, monitoring call/email quality and performance metrics to ensure excellent customer service. Monitor and evaluate team performance, providing feedback and coaching as needed. Establish performance KPIs and conduct regular evaluations to discuss performance and areas for improvement. Provide training to enhance team skills and foster a positive and collaborative work environment, driving engagement, encouraging teamwork, and professional growth.
• Customer Service: Ensure team delivers exceptional customer service. Promptly and accurately address customer inquiries and complaints, including complex inquiries on product availability, prices, delivery times, and order status. Monitor customer requests and needs, assigning and prioritizing tasks based on the needs of all customers. Develop and implement customer service policies and procedures.
• Order Management: Support the entry of purchase orders (POs) into the system, verifying and validating order details to ensure accuracy and successful fulfillment of all orders. Investigate and resolve customer or shipper complaints. Conduct root-cause analysis and create corrective actions for non-compliant shipments or other issues. Collaborate with other departments to resolve any issues related to order entry or fulfillment.
• Inside Sales: Support inside sales activities by identifying potential sales opportunities, managing smaller accounts, and assisting in the development of sales strategies. Collaborate with the sales team to ensure seamless communication and coordination between customer service and sales functions. Provide insights and feedback from customer interactions to help refine sales approaches and improve customer acquisition and retention. Assist in preparing sales reports and tracking sales performance metrics.
• Continuous Improvement: Identify opportunities to streamline and improve order entry and management processes. Investigate, analyze, and lead cross-functional problem-resolution and improvement initiatives with internal entities and external customers. Implement best practices to enhance efficiency and accuracy and monitor process performance to make necessary adjustments.
• Data Analysis and Reporting: Generate and analyze reports on team performance, customer service metrics, and order entry accuracy. Identify trends, areas for improvement, and actionable tools to track key performance indicators (KPIs) and measure the effectiveness of implemented changes.
• Communication and Collaboration: Communicate effectively with team members, other departments, and senior management. Support collaborative and productive relationships with departmental leaders and parent-company support teams. Foster a positive and collaborative work environment and address any conflicts or issues within the team promptly and professionally.
• All other tasks and duties as assigned according to business need.

Education and Experience

• 3+ years of supervisory experience in a call center environment
• Demonstrated leadership abilities and team management skills
• Proven track record of training and developing customer service teams
• Ability to handle complex customer inquiries with empathy and professionalism
• Background in performance management and quality assurance
• Experience with call center technology and CRM systems
• Excellent verbal and written communication skills
• Strong problem-solving and conflict resolution abilities
• Exceptional organizational and multitasking capabilities
• Ability to analyze call metrics and implement improvements
• Customer-centered approach to customer service

EEOC Statement

It is the policy of RIGID Industries to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, RIGID Industries will provide reasonable accommodations for qualified individuals with disabilities.

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