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Customer Service Supervisor
2 months ago
Job Summary:
The Customer Service Supervisor is a key link between the company and its customer base of collision repair shops in the region. The Customer Service Supervisor plays a pivotal role in steering the customer service team towards excellence in the aftermarket auto collision parts industry. This position involves managing the day-to-day operations of the customer service department, developing and implementing strategies to enhance customer satisfaction, and leading a team of customer service professionals.
Supervisory Responsibilities:
Customer Service Agents and Leads
Duties/Responsibilities:
• Team Management: Oversee the customer service team, including hiring, training, mentoring, and conducting performance evaluations.
• Operational Oversight: Manage daily operations of the customer service department, ensuring effective handling of customer inquiries and issues.
• Strategy Development: Develop and implement customer service strategies that align with company goals and enhance customer satisfaction.
• Quality Control: Monitor and evaluate team performance, ensuring adherence to quality standards and customer service protocols.
• Problem Resolution: Handle complex customer complaints or issues; make decisions that balance customer satisfaction and company policy.
• Process Improvement: Continuously assess and improve customer service operations and procedures for greater efficiency and effectiveness.
• Reporting and Analytics: Analyze customer service metrics, prepare reports for management, and use data to inform strategic decisions.
• Cross-Departmental Collaboration: Collaborate with other departments to streamline service delivery and address operational challenges.
• Departmental Development: Coach and develop direct reports by delegating task to enhance and achieve long term professional goals
Required Skills/Abilities:
• Bachelor's degree in Business Administration, Communications, or a related field.
• 5+ years of customer service experience, with at least 2-3 years in a supervisory role, preferably in the automotive or collision parts industry.
• Demonstrated leadership and team management skills.
• In-depth knowledge of automotive parts, particularly collision and repair parts.
Personal/Professional Attributes:
• Strong leadership, team building, and interpersonal skills.
• Excellent problem-solving, organizational, and decision-making abilities.
• Proficient in CRM systems, data analysis, and reporting.
• Ability to develop and implement strategic plans.
• Proactive and customer-centric approach.
• High level of professionalism and ethical conduct.
• Resilience and adaptability in a dynamic environment.
• Commitment to ongoing learning and development
FLSA Status: Exempt
Empire Auto Parts is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
