Supervisor, Customer Service

This is a fully remote position, open to applicants in United States.

📋 Description

• This role involves overseeing a Customer Service team that supports key clients and strategic initiatives within the Retail Stock Business Unit.

• Collaborate with cross-functional teams to ensure a minimum of 90% clean order rates and performance that aligns with the specified lead time for Warranty Parts.

• Provide direct supervision to team members; enhance each associate's skills in accordance with their goals and knowledge level.

• Recruit and train new personnel on new products, updates, procedural changes, and necessary skills and techniques.

• Conduct employee performance evaluations, offer regular feedback and coaching, and implement corrective measures when required.

• Formulate action-planning strategies that outline steps for upcoming improvements.

• Oversee workload management and team metric goals, effectively report findings, and manage team performance.

• Assist Customer Service in resolving issues related to customer orders or deliveries, address product inquiries, and manage plant or manufacturing problems.

• Gather new account information from Sales Leaders, analyze it, create customer-specific procedures, and ensure the team adheres to customer requirements.

• Maintain and update internal documentation as necessary.

• Foster and enhance team relationships with all MBCI functions.

• Collaborate with IT to address and enhance identified system faults and required improvements.

• Identify and implement process improvements to elevate Customer Services operations.

• Analyze, interpret, and respond to report data daily in relation to business needs, making timely operational decisions.

• Supervise root cause analysis and appropriate interventions or corrective actions to prevent recurring customer issues.

• Take on responsibilities to oversee special projects as assigned.

• Commit to self-development and continuous education by collaborating with the Manager to create a training plan to enhance interpersonal and management skills.

• Act as a backup to the Manager of Customer Services as directed.

⛳️ Requirements

• A minimum of 3 years of MBCI customer service experience or equivalent customer service background.

• Exceptional supervisory capabilities.

• Proficient mentoring and coaching skills.

• Outstanding phone communication skills.

• Proficient in computer applications including Word, Excel, and PowerPoint.

• Proven leadership experience with performance management expertise.

• Demonstrated ability to communicate effectively.

• Self-driven and team-oriented.

• Strong organizational skills, capable of managing multiple tasks simultaneously.

• Proven problem-solving and decision-making skills.

• Extensive knowledge of products and cabinet construction.

• A strong service mentality, committed to customer satisfaction.

• Requires energy, enthusiasm, and a customer-first attitude towards both internal and external customers.

• Ability to train in customer service skills and techniques.

• A team player capable of collaborating effectively with customers and colleagues.

• Proven ability to meet deadlines while maintaining confidentiality.

• Ability to anticipate and strategically plan for future business needs and improvements while managing ongoing daily operations.

• Demonstrated professionalism.

🏝️ Benefits

• Equal Employment Opportunity

• Reasonable Accommodations