Customer Solutions Team Lead — Coaching & SLA Expert

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

Benefits offered by this job

Competitive compensation

Medical, dental, vision insurance

401(k) with matching

Employee purchase discount on Husqvarn

Education assistance

Paid parental leave

Paid holidays and floating holidays

Paid vacation and sick time

Job summary

Husqvarna Construction in Olathe, KS is seeking a Customer Solutions Supervisor to oversee daily operations of the customer solutions department and coach the CSR team to deliver high-quality service to internal and external customers. You will monitor staffing, oversee workflow, conduct performance reviews, train new hires, and drive process improvements, reporting to the Customer Solutions Manager.

Bachelor’s degree in business preferred and 3–5 years of call center supervisory experience are

Qualifications

• 3-5 years customer service experience in a call center environment
• Previous lead or supervisory experience required
• Solid knowledge of current ERP system, Excel, Word

Responsibilities

• Monitor staffing and provide proper phone coverage to meet SLA
• Oversee daily workflow including back order reports and CRM responsibilities
• Coach gaps in attendance, performance and behavior
• Provide ongoing ERP training to support functions
• Oversee training of new hires
• Conduct performance appraisals and provide feedback
• Handle daily personnel issues and involve Customer Solutions Manager as needed
• Create and maintain daily activity reports

Skills

Customer service

Supervisory experience

CRM workflow

Education

Bachelor's degree in Business

Tools

ERP systems

Excel

Word

CRM

Job description

Husqvarna Construction in Olathe, KS is seeking a Customer Solutions Supervisor to oversee daily operations of the customer solutions department and coach the CSR team to deliver high-quality service to internal and external customers. You will monitor staffing, oversee workflow, conduct performance reviews, train new hires, and drive process improvements, reporting to the Customer Solutions Manager.

Bachelor’s degree in business preferred and 3–5 years of call center supervisory experience are