Customer Service Supervisor

The Customer Service Supervisor is responsible for leading developing and supervising a customer service team that provides exceptional support to Rain Birds global distributor network. This role oversees customer service operations including technical product support order entry international logistics and compliance billing returns and administrative support activities. The position requires strong analytical skills including the ability to perform large-scale data reviews develop reports and deliver presentations using Excel and other internal business tools.

• Lead and support a team of Customer Service Representatives assisting distributors contractors retailers and homeowners with phone support order entry billing Electronic Data Interchange (EDI) marketing programs and other customer service functions for both domestic and international customers.
• Communicate customer experience standards and performance goals while providing coaching feedback and development support to team members.
• Monitor and improve processes to minimize service-related delays and enhance customer satisfaction.
• Oversee product return requests customer service issues account adjustments and resolution processes.
• Recruit onboard train and develop temporary and permanent staff members.
• Develop implement and maintain call center policies procedures and operational guidelines.
• Manage administrative responsibilities including payroll activities annual performance reviews and corrective action plans.
• Develop annual workforce planning strategies to support business needs and operational goals.
• Manage special projects from planning and development through implementation.
• Prepare and present customer service performance reports and key metrics for management review.
• Ensure successful training and onboarding programs for new employees.
• Support Oracle system processes including accurate data entry system updates and transactional integrity.

MINIMUM QUALIFICATIONS:

• Bachelors degree in business administration Electronic Engineer or a related field.
• Excellent written and verbal communication skills in English with the ability to effectively communicate with internal teams external customers and global partners.
• Strong organizational skills with the ability to prioritize multiple projects and manage competing deadlines.
• 24 years of experience as a Customer Service Supervisor or similar leadership role overseeing order entry inbound/outbound call center operations and/or inside sales support for U.S.-based customers.
• Demonstrated customer service leadership experience with strong problem-solving and decision-making abilities.
• Ability to identify business needs recommend solutions and drive continuous improvement.
• Self-motivated with excellent organizational skills and the ability to manage multiple priorities.
• Experience working with ERP systems preferably Oracle including order management and customer service-related transactions.
• Ability to travel as required within the United States.

DESIRED QUALIFICATIONS:

• Masters degree in marketing Management Information Systems Business Administration or a related field.
• Working knowledge of irrigation products systems industry practices and customer requirements.
• Proficiency with PeopleSoft Oracle Microsoft Office (Excel Word Outlook PowerBI) and other business applications.
• Demonstrated success leading teams in a collaborative environment with strong coaching and leadership skills.
• Strong analytical and problem-solving abilities with the capability to identify issues develop solutions and deliver timely results that support customer needs.

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