Customer Service Team Leader

1 week ago

Alabama, United States Stella-Jones Full time

Company Overview

Stella-Jones stands as a premier producer of industrial pressure-treated wood products in North America. We address the essential infrastructure demands of our economy by manufacturing and distributing railway ties, utility poles, residential lumber, and industrial wood products across the continent. For more information about our company, please visit our website.

Position Overview

The Customer Service Supervisor within the Utility Pole division at Stella-Jones is instrumental in leading and managing a dedicated team of Customer Service Clerks, Account Specialists, and Senior Account Specialists to ensure outstanding service experiences for our clients. Your role will involve equipping team members with the necessary training and motivation to effectively address customer inquiries and challenges.

This position has been established due to the expansion of our Utility Pole division and offers a hybrid work model, combining in-office responsibilities with remote work opportunities.

Key Responsibilities:

Team Leadership:

  • Oversee and guide a team of Customer Service Clerks, Account Specialists, and Senior Account Specialists, ensuring they are well-prepared and motivated to provide exceptional service.
  • Encourage a collaborative and positive work environment through effective support and guidance.

Performance Management:

  • Establish clear performance expectations for the customer service team and individual representatives.
  • Regularly monitor team performance, offering constructive feedback, coaching, and conducting evaluations.

Issue Resolution:

  • Address escalated customer inquiries or complaints, ensuring prompt and satisfactory resolutions.
  • Support team members in navigating complex customer issues.

Process Improvement:

  • Identify and implement opportunities for enhancing efficiency and optimizing processes within the customer service department.
  • Adopt best practices to streamline workflows, reduce response times, and elevate service delivery.

Communication:

  • Facilitate effective communication within the customer service team and across other departments.
  • Keep the team updated on changes in policies, procedures, or products, and relay essential information from management.

Customer Focus:

  • Maintain a strong customer-centric approach, emphasizing the importance of excellent service and fostering positive customer relationships.
  • Promote a customer-first mentality within the team.

Collaboration:

  • Work collaboratively with other departments, such as sales and logistics, to address customer needs and enhance overall satisfaction.
  • Coordinate with peers and supervisors to ensure consistent service delivery.

Qualifications:

  • A minimum of five (5) years of experience in customer service or inside sales support is required.
  • Experience in a supervisory, team lead, mentoring, or training capacity within customer service is highly preferred.
  • Industry experience in wood products, industrial products, utilities, or another B2B sector is highly preferred.
  • A high school diploma or GED is required; a Bachelor's degree is preferred.
  • Intermediate proficiency in Excel, including the ability to create formulas, pivot tables, and V-lookups, is required.
  • Experience with SAP is highly preferred.
  • Demonstrated leadership and organizational skills, a proactive attitude, and exceptional attention to detail are essential.

Employee Benefits:

As a member of the Stella-Jones team, you will have access to a comprehensive benefits package, including:

  • A competitive starting salary range.
  • Annual profit-sharing opportunities.
  • A 401(k) savings plan with a generous company match.
  • Multiple medical plan options.
  • Company-paid benefits, including dental and vision coverage, life insurance, and long-term disability coverage.
  • Access to an employee assistance program.
  • Opportunities for career advancement.
  • The option to purchase company stock.

Equal Opportunity Employer/Veterans/Disabled

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