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Customer Support Supervisor

2 months ago

Raleigh, North Carolina, United States myGwork - LGBTQ+ professionals & allies Full time
About Us

This inclusive organization is a proud member of myGwork – the premier global platform for the LGBTQ+ business community.

We are JTI, Japan Tobacco International, and we champion the concept of freedom. We believe that the opportunities are boundless when individuals are empowered to make their own choices.

Over the past two decades, we have dedicated ourselves to innovation, developing new and improved products for our consumers to select from.

This commitment has enabled us to establish a presence in 130 countries worldwide.

However, our mission extends beyond mere business objectives. Our focus is on our people – their talents and their potential.

We are convinced that when our employees are free to express themselves, grow, travel, and develop, extraordinary outcomes can be achieved for our organization.

This is why individuals from diverse backgrounds choose to be part of JTI. It is also why 80% of our workforce reports satisfaction in their roles at JTI, contributing to our recognition as a Global Top Employer for ten consecutive years.

When you are ready to embark on a fulfilling career in a company that values you, feel free to #JoinTheIdea.

Position Overview

Department:
Supply Chain & Logistics

Role Type:
Permanent

Location:
Remote

Reporting Structure:
Reports to the Customer Service, Logistics & Demand Planning Manager

Key Responsibilities

The primary objective of this role is to ensure that the concerns of adult consumers are addressed accurately and efficiently in a professional manner.

As the representative of our JTI USA brands, you will be responsible for cultivating a strong relationship with adult consumers and providing clear, concise information to resolve any issues they may encounter.

Specific Duties Include:

1. Delivering support via phone and email to both e-commerce and retail adult consumers, addressing inquiries related to products and providing technical assistance.
2. Documenting all consumer interactions in the appropriate systems for data analysis.
3. Ensuring that all orders are processed accurately and delivered to customers without delay.
4. Maintaining and updating the customer database as necessary.
5. Examining and documenting product returns and counterfeits for legal action and research and development.
6. Leading the Return Merchandise Authorization (RMA) process in collaboration with the Warehouse Team, proactively identifying potential issues and recommending improvements.
7. Supervising, motivating, and coaching customer service representatives in a high-volume environment.
8. Handling escalated consumer inquiries related to returns, warranties, and shipments.
9. Supporting the Manager and team with additional projects as required.

Candidate Profile

We are looking for a well-organized, passionate, and detail-oriented individual with:

- A BA/BS degree or equivalent customer service experience.
- A minimum of 3 years of experience in Customer Service or Logistics within a national or international organization.
- Proficiency in Microsoft Office, particularly MS Excel and MS Word; experience with ERP systems (SAP) is highly preferred.
- Familiarity with customer service applications, such as ZenDesk, is strongly preferred.
- Excellent customer service skills, with the ability to think critically and respond effectively to customer issues.
- Strong organizational and time management skills to prioritize tasks and meet deadlines.

What We Offer

At JTI USA, we take pride in being recognized as a Top Employer and have been awarded the Global Equality Standards certificate, reflecting our commitment to equal pay and equal opportunities.

Our culture fosters a fun and dynamic work environment.

We value integrity, trust, empowerment, and freedom – the freedom to choose, think, express oneself, and be authentic.

We emphasize accountability, ownership, results, and collaboration.

We also prioritize the well-being of our employees. In addition to competitive salaries, we offer:

- Annual performance-based bonuses
- Employee Stock Purchase Plan
- Personal development opportunities
- Comprehensive medical, dental, and vision plans for employees and their families
- Life insurance
- Matching 401(K) contributions
- Paid Time Off (PTO)
- Paid Family Leave
- Short-Term and Long-Term Disability
- Education and tuition assistance
- Flexible dress code
- Hybrid work arrangements
- Snacks and beverages
- Office celebrations
- Volunteering opportunities
- Employee Assistance Program for counseling services for employees and their families.

We also provide additional perks and benefits, including fitness and wellness activities, employee discounts, service awards, and recognition programs.