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Customer Service Supervisor

3 months ago

Tacoma, United States Stella-Jones Full time

Company Overview

Stella-Jones is North America's leading producer of industrial pressure-treated wood products. Responding to the vital infrastructure needs of our economy, we manufacture and distribute railway ties, utility poles, residential lumber and industrial wood products across the continent. To learn more about the company including a locations map, visit us at:


Position Overview

The Customer Service Supervisor in the Utility Pole division at Stella-Jones plays a pivotal role in leading and managing a team of Customer Service Clerks, Account Specialists and Senior Account Specialists to deliver exceptional service experiences to our clients. You will be responsible for ensuring that team members are well-trained, motivated, and equipped to handle customer inquiries and issues effectively.


This posting is for a newly added supervisor-level opportunity created due to growth of our Utility Pole division. This is a hybrid position (in-office with some remote work plus occasional travel) located in our Tacoma, Washington office. To learn more about our utility pole products (including a 1 minute video overview), visit our product page:


Key Responsibilities:

Team Leadership:

  • Supervise and lead a team of in-office and remote Customer Service Clerks, Account Specialists, and Senior Account Specialists ensuring they are well-trained, motivated, and capable of delivering exceptional service.
  • Provide guidance and support to team members, fostering a positive and collaborative work environment.

Performance Management:

  • Set clear performance expectations for the customer service team and individual representatives.
  • Monitor and assess team performance, providing regular feedback, coaching, and conducting performance evaluations.

Issue Resolution:

  • Handle escalated customer inquiries or complaints, ensuring timely and satisfactory resolution.
  • Provide support and guidance to team members in handling complex or challenging customer issues.

Process Improvement:

  • Identify opportunities for process optimization and efficiency improvements within the customer service department.
  • Implement best practices to enhance workflows, reduce response times, and improve overall service delivery.

Communication:

  • Facilitate communication within the customer service team and with other departments.
  • Keep the team informed about changes in policies, procedures, or products, and relay important information from upper management.

Customer Focus:

  • Maintain a customer-centric focus, emphasizing the importance of providing excellent service and building positive customer relationships.
  • Instill a customer-first mentality within the team.

Collaboration:

  • Collaborate with other departments, such as sales, and logistics, to address customer needs and improve overall customer satisfaction.
  • Work closely with peers and superiors to ensure consistency in service delivery.


Qualifications:

  • Five (5) or more years of overall customer service or inside sales support experience required
  • Supervisory, team lead, mentoring, or training experience within customer service highly preferred
  • Industry experience in wood products, industrial products, utilities, or another B2B industry highly preferred
  • High school diploma or GED required; Bachelor’s degree preferred
  • Intermediate Excel skills required, including creating formulas, pivot tables, and V-lookups.
  • SAP experience highly preferred
  • Excellent leadership/organizational skills, proactive attitude, and exceptional attention to detail


Compensation & Benefits:

As a Stella-Jones team member, you will have access to excellent benefits and incentives including:

  • Competitive compensation: $70,000 to $80,000 targeted starting base salary range
  • Annual bonus program opportunity
  • 401(k) savings plan with generous Company match (150% on the first 4% deferred)
  • Comprehensive total benefits package with 3 medical plans to choose from
  • Several company-paid benefits including:
  • Dental and Vision coverage
  • Life insurance and Accidental Death & Dismemberment (AD&D) policies
  • Long-Term Disability Coverage
  • Access to a robust employee assistance program
  • Career advancement opportunities
  • Ability to purchase Company stock


Equal Opportunity Employer/Veterans/Disabled