Customer Service Supervisor

This position is responsible for ensuring that customers receive proper customer service through the process of orders, general correspondence with customers, and coordination with other departments as needed. In addition, serves as an interface between customers and corporate groups, a go-to person for elevated customer service issues encountered by the customer service representatives, and as a back up to the Customer Service Manager.

Benefits you can count on:

• This role is also eligible to participate in the annual incentive plan with a target incentive of XX% of your base annual salary.
• Day 1 Benefits: medical, dental, and vision insurance, FSA/HSA, and company-paid life insurance
• Paid holidays, earn vacation time, and sick leave accrual from day one.
• 401(k) Profit Sharing Plan after 90 days.
• Additional benefits: pet insurance, maternity/paternity leave, employee assistance programs, discount programs, tuition reimbursement program, and more!

Essential Job Functions:

• Other duties may be assigned. A teammate in this position must have the ability to:
• Supervise the Customer Service Representatives in the Regional Center by hiring, scheduling and training staff, monitoring for quality assurance, conducting performance evaluations and making corrective actions.
• Prioritize and coordinate the customer service activities for multiple ship points.
• Supervise maintenance tasks including but not limited to new group set-up, group assignment to CSR; customer specific characteristics; service charge maintenance and review, shelf tags, SHH and test bills, item authorization maintenance.
• Supervise the on-time performance of distributions including seasonal and cigarette promotions.
• Train customers on various business applications to maximize company value to the organization.
• Manage communication both internally and externally. Includes new store openings, seasonal route changes, holiday schedules, managing product recalls, major returns, and any out-of-date communications received.
• Manage business transfers between divisions.
• Establish budget requirements and review the P&L each period to remain within the established budget.
• Direct department activities to meet the needs of the customer and the division to ensure timely completion.
• Establish and maintain effective communications within department and with other functions that impact our customers.
• Act as primary liaison with IT when system and phone issues occur that may impact deadline compliance.
• Configure call volume center systems to balance load and meet department objectives.
• Assists customers with more complex issues by handing calls escalated by Customer Service Representatives; provides coaching and training to CSRs.

Minimum Skills & Qualifications:
A teammate in this position must:

• Have Bachelor's degree (preferred).
• Have a 3 years customer service experience.
• Maintain a flexible schedule.
• Be proficient in MS Office Suite (Excel, Word, etc.)
• Have strong Leadership skills.
• Have great organizational and troubleshooting skills.
• Knowledge of products and promotions.
• Ability to assist CSRs and customers with questions and escalated calls.
• Have experience in conflict resolution.
• Ability to cover staffing gaps for shift extensions, lunch periods, and occasional weekends.
• Be able to work in diverse, fast paced environment.

Working Conditions:

• Office environment.

Candidates may be subject to a background check and drug screen, in accordance with applicable laws.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.