Supervisor, Customer Solutions

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

Last date to apply: We are continuously accepting applications

Last date to apply: We are continuously accepting applications

As a Customer Solutions Supervisor at Husqvarna Construction in Olathe, KS, you are responsible for overseeing the daily operation of business. This position plays the lead role in coaching and developing our Customer Solutions 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.

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 Solutions 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 Solutions 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
• Keep Customer Solutions Manager informed of any development issues with CSR’s
• 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
• Solid knowledge of current ERP system, Excel, Word
• Solid knowledge of workflow management of business dynamics (CRM)

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.husqvarnaconstruction.com.

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.