Customer Solutions Supervisor

Husqvarna Group; United States; Hybrid; USD 60,000 - 90,000; Full time

Benefits offered by this job

Competitive compensation

Medical, dental, and vision insurance

401(k) with matching

Employee discount on Husqvarna product

Education assistance

Paid parental leave

Paid holidays and floating holidays

Paid vacation and sick time

Job summary

Husqvarna Group is seeking a Customer Solutions Supervisor to oversee the daily operation of our customer service department. You will coach and develop Customer Solution Reps to deliver a high‑quality experience for internal and external customers, helping preserve our competitive edge.

The ideal candidate has 3–5 years of customer service leadership, strong ERP and CRM knowledge, and proficiency in Excel. This role supports a hybrid remote/work model and offers comprehensive benefits.

Qualifications

• 3–5 years customer service experience in a call center.
• Previous lead or supervisory experience.
• Strong knowledge of ERP systems.
• Proficient in Excel and Word.
• Familiarity with CRM workflows.

Responsibilities

• Oversee daily department workflow to meet SLA and ensure adequate phone coverage.
• Coach CSRs on performance, attendance, and policy compliance.
• Manage ERP training and conduct monthly department meetings.
• Prepare daily reports and support pricing/contracts as needed.
• Coordinate cross-department communication and provide weekly feedback to management.

Skills

Customer service

Supervisory experience

ERP systems

Excel

CRM

Education

Diploma

Tools

ERP software

Microsoft Office

CRM software

Job description

Remote / Hybrid

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 atwww.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:

• Diploma
• 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)