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Customer Service Supervisor

Company: Tri-State Wholesale Flooring, Inc
Location: Sioux Falls
Posted on: November 22, 2021

Job Description:

Tri-State Wholesale Flooring (TSF) has seen over 25 years of explosive growth representing many of the leading manufacturers of designer flooring products. We continue to grow as an important part of our parent company, Crown Products, Inc. Due to our increased sales and customer base, we have created a new position to manage our Customer Support Department and act as the liaison between the Customer Support Team and all other departments at TSF. This position will be responsible for cultivating a customer service culture by being a motivating team builder and coach.Strong candidates will be a driving force that enjoy managing multiple priorities and taking initiative while tackling projects and challenges to ensure completion.Job Responsibilities

  • Develop and implement training and quality assurance programs for Customer Support Department
    • Serve as a key decision maker in Customer Support regarding customer special requests
      • Take ownership of customer issues and follow problems through to resolution
        • Draft, implement, and execute policies and procedures to facilitate a quality customer service experience and complete reviews of employee work to ensure high service levels while creating a quality employee culture
          • Respond to customer phone calls and emails daily
            • Proactively communicates to management any Customer Support trends including updates on customers and employees
              • Provide leadership and coaching to direct reports and department staff daily
                • Leads and oversees the daily workflow of the department according to priorities
                  • Provides constructive and timely performance evaluations in the Customer Support Department
                    • Sets and maintains an employee experience that drives a positive culture of accountability and responsibility
                      • Recruit, mentor and develop Customer Support employees and nurture an environment where they can excel through encouragement and empowerment
                        • Achieves customer service objectives by contributing customer service information and recommendations for strategic planning
                          • Research and propose updates for equipment, technology, and services
                            • Keep ahead of industry's developments and apply best practices to areas of improvement
                              • Assist and act as a liaison with Warehouse Staff in producing LTL and small parcel quotes for customers and provide tracking information as needed.
                                • Serve as claims coordinator for product and freight claims across the companyJob Qualifications
                                  • Five or more years of working in a customer service center
                                    • Two or more years of supervisory experience
                                      • Ability to handle multiple responsibilities
                                        • Strong personal and business ethics and integrity
                                          • Professional verbal and written communication
                                            • Proficient in Microsoft Office including Outlook, Word, and Excel

Keywords: Tri-State Wholesale Flooring, Inc, Sioux Falls , Customer Service Supervisor, Hospitality & Tourism , Sioux Falls, South Dakota

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