Supervisor, Customer Service
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Job Location:
Broomfield, CO - USA
Yearly Salary:
$ 72000 - 88000
Posted on:
05-11-2025
Vacancies:
1 Vacancy
Job Summary
Job-ID:16664; Location(s):Broomfield CO
Job Description Summary
The Supervisor CustomerServiceis responsible forimproving and overseeing the daily operations of the Customer Serviceteam. This individual mustdemonstratea highlevelof technical knowledgeto successfully support andmaintainahigh performingteam. Strong leadership and management skills are essential as this role willmanageperformance productivity department processes cross training customer satisfaction and proper distribution of workload amongst the team. This role will work closely with the Manager Customer Service and Director Customer Service tosuperviseand execute departmentobjectivesand company goals.
Job Description Details
Supervise
- Supervision of team and employee performance
- Leads by example to motivateteamand improve department performance.
- Provides and createstraining and development opportunities
- Maintainsdepartmentpolicies and procedures
- Equally distributes tasks and monitorsteamworkload
- Fairly manages department scheduling and time off requests to ensure coverage is aligned with overall department needs
- Build a culture of continuous learning and driveefficiency
- Recommendshort and long-termobjectivesconsistent with corporate goals and objectives.
- Holdrecurringteamand individualemployeemeetingsto discuss goals and strategy
Customer Service
- Manages escalated situations related to customers or orders
- Ensuredepartmentdocumentation and workflows areaccurate
- Answerscomplex inquiriesregardingpricing products scheduling etc.
- Providefollow upcommunicationfor customers salesteamandcustomersupportregardinginquiries or discrepancies.
- Provide regularcommunication and collaboration across all departments
- Proactivelyidentifyand help implementprocessenhancementsthat bettersupport a positive customer experience
Operations
- Approves up to $5000 returns recommendsreductions of restock and shipping accommodations when applicable
- Reporting related to sales and customer information
- Monitormeasureand improve effectiveness ofdepartmentprograms
- Monitors programs and procedures to ensure on-time delivery and customer satisfaction
- Updates andmaintainsquality management documents
- Performs special projects asrequired such asassistingwith the development research and delivery of new trainings or othertasks as assigned
- Evaluate thatCSRs have theproper knowledge and skill settoassistcustomers solve problems meet metrics etc.
- Partners with internal partners to develop help center insights and analysis that will inform strategic choicesin how we service our customers
Reporting & Budgeting
- Provides various status reports and correspondence asorrequested.
Other
- Attends meetings asand/or assigned.
- Performs other duties asrequiredand/or assigned
Special JobDimensions
- Mayberequiredto travel up to10% of the time.
Required Qualification
KnowledgeSkillsand Abilities
- Advanced knowledge of products and services
- Knowledge of computer software including Excel Word Outlook PowerPoint SAP CRM BW
- Advanced problem solving and leadership skills
- Excellent customer servicecommunication and interpersonalskills
- Detail oriented and strong ability to multi-task
- Effectively able to lead and direct a team
- Ability to motivate a diverse work force and achieve results
- Ability to communicate openly with internal and external customers promoting the spirit of cooperation between all company facilities
- Ability to perform with superior service reflecting a positive company image while sustaining a positive attitude with those you interact with; always goingabove and beyondto help others out regardless of their position or department.
Ability to adhere to the highest standards of quality while continually performing at the highest possible level.
Education Certification/License & Work Experience
- Associates Degreepreferred
- 3-5 years ofexperiencemanaging or effectively leading a customer service team
- Strong background and familiarity with a customer service or call center environment
- Equivalent combinations of education and experience may be considered.
Total Rewards Package:
Compensation
- Base: $72000- $88000 annually based on specific compensable factors including but not limited to education work experience and geographic market.
- Bonus: This role will be eligible for participation in a discretionary annual bonus program pursuant to which an employee may be awarded a percentage of their salary based on the companys performance and their own individual performance.
Benefits
- Medical Dental Vision
- Wellness Program
- Health Savings Account (HSA) with a company contribution
- Voluntary Benefits (Life AD&D Disability)
- 401(k) retirement planwith a 7.5% company contribution
- Time Off Programs 22 days Paid Time Off (PTO) 9 Company Holidays 2 Volunteer Days
Application Window
- Posting date: 11/03/2024
- The application deadline for this job is: 12/03/2024
Your contact person:
Brad Kerwin
Required Experience:
Manager
Key Skills
- Business
- Patient Care
- Compliance
- Facility
- Emergency
- Accounting
- HVAC
- Daily Operations
- Direct Supervision
- Professional Development
- Service Management
- Service Operations
- Service Quality
- Payroll
- Service Technician
About Company
We are committed to the fundamentally important topics of the sanitary and heating sector such as drinking water quality or fire prevention. We also set standards with our product design, e.g. in the fields of pre-wall and drainage technology.
