Manager, Customer Solutions

Husqvarna Construction Products North America, Inc.; Olathe (KS); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Competitive compensation

Medical, dental, and vision insurance

A 401(k) with matching and no vesting

Employee purchase discount on Husqvara

Education assistance

Paid parental leave

Eleven paid holidays

Paid vacation and sick time

Job summary

Husqvarna Construction Products North America, Inc. in Olathe, KS, is seeking a Customer Service Supervisor to lead our department and ensure SLA compliance.

You will oversee daily workflow, coach staff, manage ERP/CRM processes, and collaborate with sales and operations to drive service excellence.

Requires 3–5 years in call center customer service and prior leadership; a Bachelor’s degree is preferred. Competitive benefits and growth opportunities offered.

Qualifications

• Bachelor’s degree in Business or related field preferred.
• 3–5 years of customer service experience in a call center environment required.
• Previous lead or supervisory experience required.

Responsibilities

• Supervising of Department.
• Monitor staffing and provide proper phone coverage to meet SLA.
• Oversee daily workflow including backorder reports and CRM responsibilities.
• Coach gaps in attendance, performance and behavior.
• Ensure compliance with policies and procedures.

Skills

Customer service

Leadership

Communication skills

Problem solving

Education

Bachelor’s Degree in Business

Tools

ERP systems

CRM platforms

Microsoft Excel

MS 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
• Eleven (11) paid 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 backorder 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.

Discover roles that inspire growth, challenge boundaries, and allow you to be part of something bigger. Here, you’ll find a team that values bold ideas, sustainable solutions, and collaborative growth. Whether you’re just starting your career or looking for the next big step, we offer a place where passion and purpose come together.

Explore our openings and take the first step in your Husqvarna journey.

Shaping great experiences is what we do.

With our passion for innovation, we create new solutions to enhance urban and green spaces used and loved by many. Transforming the way the world care for outdoor environments.

For more than three centuries we have kept innovating and re-inventing our business. Today, our innovation drives us forward toward a sustainable future, turning opportunities into value for our customers.

Our goal is market leadership, grounded in a vision to shape our industry and make a meaningful impact.

Read more about our vision and mission here

We are an equal opportunity employer and celebrate diversity. We are committed to create an inclusive environment for all employees and candidates. Together as a team, we can bring the best ideas to life. Diversity and inclusion is about each and every one of us. We are curious, bold, and built by our differences. At Husqvarna Group, we choose to build on various perspectives to create a company that is stronger – and where we have fun together.

Learn more about our diversity and inclusion journey here

We believe that business is ultimately about people, as a team, we win and grow together. Our culture is the fuel that drives us to achieve our goals, built on three culture themes: Bold: We push boundaries, take risks, and act decisively, stepping outside our comfort zones to explore new opportunities. Dedicated: We’re driven by our passion to shape great experiences - and we’ve got the dedication to follow through. Care: We put people first – our customers, our team and future generations. Care is what connects us, spurs our growth and our ability to win together. Together, these values empower us to lead, adapt, and grow as a team. Learn more about our culture here