B2B Customer Care Team Lead

7 days ago


Phoenix, Arizona, United States R.S. Hughes Full time

R.S. Hughes Company, Inc. offers an exciting opportunity for a seasoned Customer Care Supervisor to lead our customer-facing team. As a key member of our operations team, you will be responsible for delivering exceptional customer service, ensuring product availability, and maintaining a safe work environment.

About the Company

We are a leading distributor of industrial supplies with a strong commitment to customer satisfaction. Our comprehensive inventory includes a wide range of products, and our 49 warehouse sites across the United States and Mexico enable us to provide timely delivery to our customers.

About the Role

The Customer Care Supervisor will supervise a team of 5-10 customer care professionals, providing guidance, motivation, and coaching to ensure excellent customer service. Key responsibilities include:

  • Supervising and supporting a team of customer care professionals.
  • Monitoring customer interactions and metrics.
  • Ensuring the execution of customer service programs and processes.
  • Providing backup support for the customer care team.
  • Resolving escalated customer inquiries.
  • Ensuring safety, security, quality, and facility operations policies are executed.
  • Liaising between internal departments.
  • Assisting in software system testing.
  • Fostering a positive team environment.

Requirements

  • High school diploma or equivalent required; Bachelor's degree in business or related field preferred.
  • Five years of B2B customer service experience, with two years of coaching, leadership, or management experience.
  • Order to Invoice experience and ERP knowledge desired.

Estimated Salary Range: $65,000 - $85,000 per year


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