Customer Solutions Supervisor

husqvarnagroup; Olathe (KS); On-site; USD 52,000 - 70,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) with match

Employee discount on Husqvarna items

Education assistance

Paid parental leave

Paid holidays and floating holidays

Vacation and sick time

Job summary

Husqvarna is seeking a Customer Service Supervisor in Kansas to lead a fast-paced team, ensuring SLA adherence and efficient daily operations.

The ideal candidate has 3–5 years in customer service, supervisory experience, and strong ERP/CRM knowledge, along with proficiency in Excel and Word.

Qualifications

• Bachelor's degree preferred in business or related field.
• 3–5 years of customer service experience in a call center or similar environment.
• Previous lead or supervisory experience required.
• Strong knowledge of ERP systems, Excel and Word.
• Familiarity with CRM workflows and HCP business processes.

Responsibilities

• Supervise department staffing and ensure adequate phone coverage to meet SLA.
• Oversee daily workflow, including back order reports and CRM responsibilities.
• Coach and address attendance, performance, and behavior gaps.
• Ensure compliance with policies and procedures and escalate when needed.
• Provide ERP training and oversee training of new hires.
• Lead monthly department meetings and maintain daily activity reports.

Skills

Customer service

Leadership

CRM

ERP systems

MS Excel

MS Word

Education

Bachelor's Degree in Business

Tools

ERP

CRM

Job description

Last date to apply: We are continuously accepting applications

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

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.