Customer Service Supervisor- Motor

Springs Window Fashions; Pennsylvania; On-site; USD 70,000 - 100,000; Full time

Job summary

Springs Window Fashions is seeking a seasoned Customer Service Operations Supervisor to oversee day-to-day activities, drive service levels, and align the team with company goals. You will coach staff, design schedules, review performance, and partner with leadership to implement process improvements, AI-driven support initiatives, and cost-control measures.

This role requires 5+ years in customer service operations, 3+ years in a management role, and strong skills in communication,

Qualifications

• BA/BS in Business or related field.
• At least 5 years of experience in customer support operations.
• At least 3 years as a manager with strong interpersonal and leadership skills.
• Experience with AI-assisted customer service and AI automation is highly desired.
• Excellent time management, project management and organizational skills.
• Knowledge of measuring customer satisfaction and loyalty.

Responsibilities

• Supervise day-to-day operations of Customer Service to meet goals.
• Plan and develop work schedules and staffing plans.
• Recommend process improvements and best practices.
• Coaching and mentoring to improve performance and retention.
• Monitor performance, analyze data, and drive continuous improvement.
• Assist in hiring and onboarding of employees.
• Collaborate with leadership to optimize systems including CRM/ERP and e-commerce.

Skills

Leadership

Communication

Problem-solving

Time management

Organizational skills

Coaching

People management

Team development

Education

BA/BS in Business or related field

Tools

CRM software

ERP software

MS Office

ACD systems

E-commerce platforms

Job description

Description

JOB PURPOSE: Supervises the day-to-day operations of Customer Service to ensure company goals and strategies are achieved by consistently providing excellent customer service. Supervises the departmental workflow and productivity to ensure consistent service and goal attainment.

Job Duties

Supervises the daily operation of Customer Service to assure that all customer contacts (phone, email, fax, Internet, etc.) are responded to efficiently, professionally and within goal.

• Guides the Leads in planning, preparing and developing work schedules, including flexible staffing plans and better utilization of home-based associates according to workload and budget.
• Makes recommendations to manangement concerning improvement of processes and procedures.
• Benchmarks with other companies and vendors to share best practices and identify ways to improve processes and contact center technologies for application at SWF.
• Stays updated on contact center technologies and makes recommendations to better utilize current technologies and/or implement new technologies to cost effectively service our customers.
• Improves customer service quality by studying, evaluating, and re-designing processes; establishes and communicates service metrics; monitors and analyzes results; implements changes.
• Achieves customer service departmental goals by providing guidance, coaching, motivation and monitoring of performance to asssure adherence to organizational procedures and policies.
• Assists in the hiring and discharging of employees.
• Assists in the development and implementation of "best practice" processes across the organization to ensure efficiency resulting in reduced costs and improved customer service.
• Reviews and checks work of direct subordinates such as reports, records, etc., as needed, to ensure accuracy and content accuracy. Tracks and interprets customer data to identify trends or problem areas and makes recommendations to the appropriate resource, including the Director of Customer Service, regarding methods, practices and procedures to address for continuous improvement.

Leads by example through coaching and mentoring activities. Continually identifies opportunities for associate development to improve performance and improve retention by encouraging and supporting associate participation on teams, problem solving to enhance skills that assist in improving efficiency, reducing waste, improving quality and prepare them for advancement opportunities.

Requirements

• BA/BS in Business or related field.
• At least 5 years of experience in customer support operations.
• At least 3 years as a manager with well developed inter-personal, customer communication, problem-solving and leadership skills comfortable presenting to executives as well as front-line staff.
• Previous experience working with AI-assisted customer service, AI automation and motorized technology is highly desired.
• Excellent time management, project management and organizational skills.
• Ability to monitor and control numerous concurrent tasks in tandem.
• Knowledge of and experience with measuring and improving customer satisfaction and loyalty across functional areas and diverse customer base.
• Detail and service oriented individual.
• Experience using and improving ACD, e-commerce and other systems for optimizing customer service.
• Experience with CRM or ERP is a PLUS Excellent written/verbal communication skills.
• Knowledge of Microsoft Office Suite required.
• Highly motivated and successful individual who can build and maintain a positive, challenging and dynamic work environment for his/her teams. Knowledge of E-commerce systems desirable.