Customer Care Supervisor

Cabinetworks Group; Livonia (MI); On-site; USD 60,000 - 68,000; Full time

Job summary

A leading company in the customer service industry is seeking a Customer Service Supervisor to oversee daily operations, manage a team, and ensure customer satisfaction. This full-time position requires strong leadership skills and proven experience in customer service. The successful candidate will be responsible for optimizing workflows and enhancing team performance through effective monitoring and management practices.

Qualifications

• 2 years prior customer service experience required.
• Proven skill in leading teams and managing performance.
• Excellent communication skills to interact with clients and team.

Responsibilities

• Supervise customer service representatives and their workflow.
• Monitor operational statistics to meet departmental objectives.
• Conduct quality assurance and feedback sessions with employees.

Skills

Customer service experience

Team leadership

Analytical skills

Problem-solving

Interpersonal skills

Education

Bachelor’s degree in related field

Tools

Microsoft Office Suite

Job description

Responsible for the daily administration of the customer care functions and all department activity relating to order processing, quoting, and warranty administration. Supervise a team of Customer Service Representatives to ensure smooth and timely workflow of all customer orders received and in process in the system. Monitor critical operational parameters to meet or exceed customer expectations and ensure optimal individual and team performance in all key areas.

PRINCIPAL FUNCTIONAL RESPONSIBILITIES:

• Assign and coordinate work, manage staffing workload requirements, review employee performance, provide feedback, resolve employee issues and administer company policies.
• Monitor daily/weekly operational statistics and reporting trends, variances, and problems against departmental service level objectives as defined by management.
• Conduct regular quality assurance monitoring and feedback sessions with employees.
• Conduct daily team meetings to review status of open issues, outstanding requests, and any conditions that may affect customer satisfaction.
• Manage to budget requirements.
• Initiate and participate in continuous improvement activities (Kaizen) to drive the department Management Operating System (MOS) objectives.
• Ensure business processes are in compliance with SOX standards and regularly review and address control issues.

ESSENTIAL QUALIFICATIONS AND SKILLS:

• 2 years prior customer service and/or customer interfacing experience.
• Proven skill in leading top performing teams.
• Intermediate proficiency with Microsoft Office Suite.
• Demonstrated understanding of business processes and workflows.
• Excellent problem-solving and analytical skills.
• Excellent interpersonal and communication skills with the ability to interact with all levels of the organization.
• Demonstrated successful ability to build positive relationships and partnerships within department, across the organization and with customers.
• Demonstrated successful capability to resolve conflict over sensitive or complex issues.

PREFERRED QUALIFICATIONS AND SKILLS:

• Bachelor’s degree in related field.
• 2 years customer service supervisory experience.
• Prior contact center or order processing experience.

PHYSICAL REQUIREMENTS:

• Sitting for Extended Periods:The nature of the job involves sitting at a desk or workstation for extended periods while performing administrative tasks, using a computer, and engaging in various office activities. Workstation has adjustment capability for standing position.
• Computer Use: Proficient use of a computer, including typing, mouse manipulation, and viewing a computer screen for extended periods is essential.
• Manual Dexterity: Ability to use office equipment such as phones, photocopiers, fax machines, and printers. This may require fine motor skills and dexterity.
• Lifting and Carrying: Occasional lifting and carrying of office supplies, documents, and other materials, typically not exceeding a certain weight limit (e.g., 20 pounds).
• Mobility: Ability to move within the office environment to access filing cabinets, printers, and other office equipment.
• Communication: Clear verbal and written communication skills to interact effectively with colleagues, clients, and other stakeholders.
• Visual Acuity: Ability to read printed and electronic documents, as well as distinguish colors, for tasks such as proofreading and reviewing documents.

Multitasking: The ability to handle multiple tasks simultaneously and prioritize work effectively, which may require mental agility and adaptability

Salary range is $60-68k commesurate with experience, plus eligibility for a performance-based bonus program.

Shift

Full or Part Time

Full time

Job Description

Responsible for the daily administration of the customer care functions and all department activity relating to order processing, quoting, and warranty administration. Supervise a team of Customer Service Representatives to ensure smooth and timely workflow of all customer orders received and in process in the system. Monitor critical operational parameters to meet or exceed customer expectations and ensure optimal individual and team performance in all key areas.

PRINCIPAL FUNCTIONAL RESPONSIBILITIES:

• Assign and coordinate work, manage staffing workload requirements, review employee performance, provide feedback, resolve employee issues and administer company policies.
• Monitor daily/weekly operational statistics and reporting trends, variances, and problems against departmental service level objectives as defined by management.
• Conduct regular quality assurance monitoring and feedback sessions with employees.
• Conduct daily team meetings to review status of open issues, outstanding requests, and any conditions that may affect customer satisfaction.
• Manage to budget requirements.
• Initiate and participate in continuous improvement activities (Kaizen) to drive the department Management Operating System (MOS) objectives.
• Ensure business processes are in compliance with SOX standards and regularly review and address control issues.

ESSENTIAL QUALIFICATIONS AND SKILLS:

• 2 years prior customer service and/or customer interfacing experience.
• Proven skill in leading top performing teams.
• Intermediate proficiency with Microsoft Office Suite.
• Demonstrated understanding of business processes and workflows.
• Excellent problem-solving and analytical skills.
• Excellent interpersonal and communication skills with the ability to interact with all levels of the organization.
• Demonstrated successful ability to build positive relationships and partnerships within department, across the organization and with customers.
• Demonstrated successful capability to resolve conflict over sensitive or complex issues.

PREFERRED QUALIFICATIONS AND SKILLS:

• Bachelor’s degree in related field.
• 2 years customer service supervisory experience.
• Prior contact center or order processing experience.

PHYSICAL REQUIREMENTS:

• Sitting for Extended Periods:The nature of the job involves sitting at a desk or workstation for extended periods while performing administrative tasks, using a computer, and engaging in various office activities. Workstation has adjustment capability for standing position.
• Computer Use: Proficient use of a computer, including typing, mouse manipulation, and viewing a computer screen for extended periods is essential.
• Manual Dexterity: Ability to use office equipment such as phones, photocopiers, fax machines, and printers. This may require fine motor skills and dexterity.
• Lifting and Carrying: Occasional lifting and carrying of office supplies, documents, and other materials, typically not exceeding a certain weight limit (e.g., 20 pounds).
• Mobility: Ability to move within the office environment to access filing cabinets, printers, and other office equipment.
• Communication: Clear verbal and written communication skills to interact effectively with colleagues, clients, and other stakeholders.
• Visual Acuity: Ability to read printed and electronic documents, as well as distinguish colors, for tasks such as proofreading and reviewing documents.

Multitasking: The ability to handle multiple tasks simultaneously and prioritize work effectively, which may require mental agility and adaptability

Salary range is $60-68k commesurate with experience, plus eligibility for a performance-based bonus program.

Shift

Full or Part Time

Full time

Cabinetworks Group (the “Company”) is an equal opportunity employer and we want to have the best available persons in every job. The Company makes employment decisions only based on merit. It is the Company’s policy to prohibit discrimination in any employment opportunity (including but not limited to recruitment, employment, promotion, salary increases, benefits, termination and all other terms and conditions of employment) based on race, color, sex, sexual orientation, gender, gender identity, gender expression, genetic information, pregnancy, religious creed, national origin, ancestry, age, physical/mental disability, medical condition, marital/domestic partner status, military and veteran status, height, weight or any other such characteristic protected by federal, state or local law. The Company is committed to complying with all applicable laws providing equal employment opportunities. This commitment applies to all persons involved in the operations of the Company regardless of where the employee is located and prohibits unlawful discrimination by any employee of the Company.

Cabinetworks Group is an E-Verify employer. E-Verify is an Internet based system operated by the Department of Homeland Security (DHS) in partnership with the Social Security Administration (SSA) that allows participating employers to electronically verify the employment eligibility of their newly hired employees in the United States. Please click on the following links for more information.

E-Verify Participation Poster: English & Spanish

E-verify Right to Work Poster: English , Spanish