Customer Solutions Supervisor

Husqvarna Group; Olathe (KS); On-site; USD 60,000 - 85,000; Full time

Benefits offered by this job

Competitive compensation

Medical, dental, and vision insurance

401(k) with matching

Employee purchase discount

Education assistance

Paid parental leave

Paid holidays

Paid vacation and sick time

Job summary

Husqvarna Group in Olathe, KS is seeking a Customer Solutions Supervisor to lead the CSR team and ensure high-quality service for internal and external customers. You will coach, develop, and monitor performance while maintaining daily operations and reporting.

The ideal candidate has a Bachelor's in Business and 3–5 years in customer service, with prior lead or supervisory experience. ERP proficiency, along with Excel and Word, is essential. This role offers growth and competitive benefits.

Qualifications

• Bachelor’s Degree in Business preferred.
• 3–5 years customer service experience in a call center environment required.
• Previous lead or supervisory experience required.
• Strong knowledge of ERP system, Excel, Word.

Responsibilities

• Monitor staffing and provide proper phone coverage to meet SLA.
• Oversee daily workflow including backlog reports and CRM responsibilities.
• Monitor attendance, performance and behavior; coach where needed.
• Ensure compliance with policies and procedures; provide performance feedback.
• Provide ERP systems training and oversee new-hire training.
• Conduct monthly department meetings and maintain daily activity reports.
• Escalate complex issues to the Customer Service Manager.
• Act as liaison between departments on customer service issues.

Skills

Customer service

Leadership

Call center experience

Education

Bachelor's degree in Business

Tools

ERP system

Excel

Word

Job description

Why join Husqvarna?

We are one of the world’s oldest startups, passionate about our work, proud of our history and curious about the future. We look for opportunities to grow by stepping out of our comfort zone and are committed to finding sustainable solutions for the future. We have built an environment that encourages close teamwork and support for one another. Check us out at www.husqvarnacp.com

We offer:

• Competitive compensation
• Benefits, including medical, dental, and vision insurance at date of hire
• A 401(k) with matching and no vesting
• An employee purchase discount on Husqvarna products
• An education assistance program
• Paid parental leave
• Paid holidays, including 2 floating holidays
• Paid vacation and sick time

The Customer Solutions Supervisor is responsible for overseeing the daily operation of business. This position plays the lead role in coaching and developing our Customer Solution Reps (CSR) to provide a high-quality customer experience to our internal and external customers. This position helps ensure our competitive advantage and is critical to the company by supporting and guiding the customer service department.

Responsibilities

Supervising of Department

• Monitor staffing and provide proper phone coverage to meet our agreed upon Service Level Agreement (SLA)
• Oversee daily workflow which includes back order reports, department CRM responsibilities, and other offline duties
• Monitor, supervise and coach gaps in attendance, performance and behavior
• Hold CSRs accountable to meeting the compliance expectations with established policies and procedures
• Provide ongoing ERP systems training to support required functions
• Oversee training of new hires
• Conduct performance appraisals and provide ongoing performance feedback
• Handle daily personnel issues when they arise and involve Customer Service Manager when necessary
• Conduct monthly department meetings
• Create and maintain daily reports that provide daily activities

Process Administration

• Daily & weekly communications to the assigned group
• Assist with annual pricing contracts and daily deviations
• District Sales Manager maintenance on ERP system
• Acts as point of escalation for complex issues from CSR’s
• Identify trends and work within and outside Customer Service department to determine root cause and solve issues
• Create, update and oversee process documentation to meet operational and customer requirements

Communication Management

• Act as liaison between various departments on customer service issues
• Provide support to sales organization
• Provide weekly feedback to manager for use in refining and improving departmental efficiencies

As an ideal candidate you have:

• Bachelor’s Degree in Business preferred
• 3-5 years customer service experience in a call center environment required
• Previous lead or supervisory experience required
• Strong knowledge of current ERP system, Excel, Word
• Strong knowledge of HCP business processes
• Strong knowledge of workflow management of business dynamics (CRM)

Husqvarna is an Equal Employment Opportunity employer committed to providing equal opportunity in all of our employment practices, including selection, hiring, assignment, re-assignment, promotion, transfer, compensation, discipline and termination. Husqvarna prohibits discrimination, harassment and retaliation in employment based on race; color; religion; national origin; gender; sexual orientation; pregnancy; age; disability; service member status; or any other category protected by federal, state, or local law.