Customer Service Supervisor

Waxie Enterprises, LLC; Santa Ana (CA); On-site; USD 71,000 - 72,000; Full time

Benefits offered by this job

Medical, dental, vision

Life and disability insurance

401(k) Retirement

Flexible spending accounts

Employee Assistance Programs

Job summary

Imperial Brady is seeking a Customer Service Supervisor to guide the work and development of assigned Customer Service Representatives and to resolve escalated customer or sales issues. The ideal candidate will have a Bachelor's degree preferred and 3-5 years of supervisory experience, with excellent communication and interpersonal skills.

Proficiency in Excel, Salesforce, and related tools is expected. The pay range for this role is $70,500- $72,000 per year, plus a comprehensive benefits

Qualifications

• Ability to communicate effectively, both verbally and in writing.
• Strong analytical, problem solving, decision making and time management skills, including exposure to root cause analysis.
• Proficiency in accounting software and Microsoft Office Suite (especially Excel).
• Experience with Microsoft Suite as well as (or business intelligence equivalent) reporting.

Responsibilities

• Supervise the day to day workflow of the assigned business area. Ensure timely and accurate customer service is provided to the customer and sales personnel
• Facilitate escalated customer or sales issues through resolution, with the focus being on root cause.
• Develop, maintain, and conduct training for assigned staff, and other Customer Service Representatives as appropriate.
• Using Excel and other data sources, maintaining department scorecard and performance to key metrics.
• Ensure that department needs are met in regard to employment, counseling, performance evaluations, training, motivation, coaching, and discipline of department staff.
• Additional duties or special projects as assigned.

Skills

Communication

Interpersonal skills

Analytical skills

Time management

Education

Bachelor's degree

Tools

Microsoft Excel

Salesforce

EDI

P21

Job description

We are in search of a Customer Service Supervisor to join our growing team. This role will be responsible for guiding the work and development of assigned Customer Service Representatives. This position also provides facilities resolving escalated customer or sales issues.

Responsibilities Include:

• Supervise the day-to day workflow of the assigned business area. Ensure timely and accurate customer service is provided to the customer and sales personnel
• Facilitate escalated customer or sales issues through resolution, with the focus being on root cause.
• Develop, maintain, and conduct training for assigned staff, and other Customer Service Representatives as appropriate.
• Using Excel and other data sources, maintaining department scorecard and performance to key metrics.
• Ensure that department needs are met in regard to employment, counseling, performance evaluations, training, motivation, coaching, and discipline of department staff.
• Additional duties or special projects as assigned.

The Ideal Candidate Will Have:

• Bachelor's degree preferred.
• Minimum of 3 - 5 years of supervisory experience.
• Ability to communicate effectively, both verbally and in writing.
• Excellent interpersonal skills with the ability to provide constructive feedback to both management and staff
• Strong analytical, problem solving, decision making and time management skills, including exposure to root cause analysis.
• Experience with Microsoft Suite as well as (or business intelligence equivalent) reporting.
• Excellent communication a interpersonal abilities.
• Proficiency in accounting software and Microsoft Office Suite (especially Excel).
• Attention to detail and high level of accuracy.
• Experience with EDI and E-Commerce, Salesforce and P21 experience preferred.
• Ability to work under pressure and meet tight deadlines.

Compensation & Benefits:

The pay range for this role is $70,500- $72,000 per year. This range represents what the company reasonably expects to pay an associate for this role based on current market data, internal equity, and other business factors. The actual compensation offered may vary depending on factors such as relevant experience, qualifications, geographic location, and other considerations.

In addition to base pay, BradyPLUS offers a comprehensive benefits package to support the health and well-being of our associates and their families. Benefit offerings include medical, dental, vision, life and disability insurance, flexible spending accounts, Employee Assistance Programs (EAP), 401(k) Retirement and more.

About Imperial Brady:

Imperial Brady is a leading North American distributor and solutions provider for cleaning and facility care, foodservice, and packaging. With more than 13,000 employees and a broad supply chain network, we deliver national scale with local expertise. Built on strong customer relationships and deep industry knowledge, we go beyond distribution-delivering Supplies + Support through expertise, service, and a commitment to making every customer touchpoint a plus. We offer a dynamic environment for our more than 13,000 employees to work, learn, and grow professionally. We value our people and strive to create rewarding career opportunities by offering competitive salaries and benefits (medical, dental, vision), a 401(k) program with company match, life insurance, a generous paid time off package, educational reimbursement, paid family leave, and adoption assistance. We are excited to invite talented individuals with a passion for excellence to join our team.

Imperial Brady is an EEO Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, pregnancy, status as a parent, national origin, age, disability (physical or mental), family medical history, or genetic information, political affiliation, military service, or other non-merit-based factors.

Our company is a Fair Chance employer, committed to providing opportunities for qualified individuals with past justice system involvement. We believe in assessing candidates based on their skills and experience. A conditional offer of employment will be contingent upon the successful completion of a background check, consistent with applicable federal, state, and local laws.

MASSACHUSETTS APPLICANTS: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.#imperialbradyjobs