Customer Service Supervisor: ERP & SLA Leader

Husqvarna; Olathe (KS); On-site; USD 52,000 - 76,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

401(k) Matching

Employee Discount

Education Assistance

Paid Parental Leave

Paid Holidays

Paid Vacation

Job summary

Husqvarna is seeking a Customer Service Supervisor in the United States to oversee the department, ensure daily workflow runs smoothly, and support the sales organization. You will monitor staffing, manage CRM tasks, and ensure compliance with established policies.

The ideal candidate has 3–5 years in customer service, prior supervisory experience, and strong ERP/CRM knowledge. Husqvarna offers competitive compensation and a comprehensive benefits package.

Qualifications

• 3-5 years customer service experience in a call center environment preferred
• Previous lead or supervisory experience required
• Strong knowledge of ERP systems, Excel, and CRM tools

Responsibilities

• Supervising of Department
• Monitor staffing and provide proper phone coverage to meet SLA
• Oversee daily workflow including back order reports, CRM responsibilities and other offline duties
• Monitor, supervise and coach attendance, performance and behavior
• Hold CSRs accountable to meeting compliance expectations with policies
• Provide ERP training to support required functions
• Oversee training of new hires
• Conduct performance appraisals and provide feedback
• Resolve daily personnel issues with the Customer Service Manager as needed
• Conduct monthly department meetings
• Create and maintain daily activity reports
• Assist with pricing contracts and ERP deviations
• Act as escalation point for complex CSR issues
• Identify trends and determine root causes to improve issues
• Create and oversee process documentation to meet requirements
• Liaise between departments on customer service issues
• Support sales organization
• Provide weekly feedback to manager for departmental efficiencies

Skills

ERP Knowledge

Excel

Word

CRM

Education

Bachelor's Degree in Business

Tools

CRM Software

Job description

Husqvarna is seeking a Customer Service Supervisor in the United States to oversee the department, ensure daily workflow runs smoothly, and support the sales organization. You will monitor staffing, manage CRM tasks, and ensure compliance with established policies.

The ideal candidate has 3–5 years in customer service, prior supervisory experience, and strong ERP/CRM knowledge. Husqvarna offers competitive compensation and a comprehensive benefits package.