Customer Experience Supervisor

Company: Northern Tool & Equipment - Glassdoor 3.8 ?
Location: Burnsville
Posted on: October 2, 2021

Job Description:

PRIMARY OBJECTIVE OF POSITION:

To develop and supervise the customer service team to ensure that multi-channel service activities meet the commitment to provide an Outstanding Northern Experience (ONE) including identifying opportunities, accepting challenges, providing solutions and building lasting relationships.

Customer Service Hours of Operation 6AM – 8PM. This position is specific to the evening hours and a flexible shift during the hours of 10:00AM – 8:00PM CST.   Shifts will be a working length of 8 hours.

MAJOR AREAS OF ACCOUNTABILITY:

1. Provides leadership, coaching and development to customer service department personnel that include, customer service representatives, fraud prevention specialists and customer service ecommerce specialists to ensure an Outstanding Northern Experience is delivered on all interactions.
2. Supervises and manages assigned multi-channel service activities to ensure attainment of established contact center service objectives under the guidance and direction of the manager.
3. Monitors and scores customer service interactions for quality assurance to ensure customers are offered an Outstanding Northern Experience. 
4. Monitors and aids in the management of credit card fraud order activity and takes necessary action to reduce losses and increase processing efficiency of suspected fraud-order holds that include reviewing and releasing holds, as needed.
5. Answers questions from customer service team members on products and procedures and provides technical expertise as needed.
6. Provides support to de-escalate customer issues that may include directly handling the escalated interaction to expedite resolution.  
7. Assists contact center operations in the scheduling of customer service representatives to ensure appropriate coverage throughout all business hours.
8. Assists with special projects and participates in special events as directed by manager.
9. Conducts employee interviews, makes hiring recommendations, completes performance reviews and any necessary performance management actions as required. 
10. Provides training for new employees in current and future Enterprise Resource Planning (ERP) environment along with other software programs/platforms utilized within the customer service department.
11. Works collaboratively and maintains effective relationships with internal departments to develop and implement solutions that meet Company strategies and improve the customer experience.
12. Participates with the with contact center manager to establish meaningful goals and objectives for customer service and to develop plans, policies and programs needed to attain those goals and objectives.
13. Remains informed of new and existing products by utilizing the Company’s catalogs, websites, product manuals and other appropriate materials, and attending seminars as needed.
14. Works with management to maintain awareness of competitors’ efforts in the industry so the Company stays competitive within their markets.
15. Informs manager of important developments, potential problems, and related information necessary for effective management.  Coordinates and communicates plans and activities with others, as appropriate to ensure a coordinated work effort and team approach.
16. Performs related work as apparent or assigned.

JOB REQUIREMENTS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• High school education or equivalent, plus at least one year of college or related technical training preferred.
• At least 3 years of related sales, customer service or related experience.
• At least 1 years of supervisory experience.
• Knowledge of light industrial products and hydraulics preferred.
• Demonstrated ability to plan and organize work and establish priorities.
• Effective problem-solving skills.
• Ability to effectively supervise and coordinate assigned tasks in a manner that results in profitable sales growth for the Company.
• Demonstrated ability to effectively supervise and coordinate the work of others. 
• Strong customer relations skills with proven ability to maintain composure in pressure situations.
• Ability to exercise tact and diplomacy when working with internal and external customers.
• Ability to communicate effectively, both orally and in writing, with a wide variety of customers, Company personnel and others.
• Working knowledge of Microsoft Windows applications which includes the ability to learn new and complex system applications.
• Delivers an Outstanding Northern Experience (ONE) with every interaction.
• Demonstrates Northern Tool + Equipment’s 12 Core Competencies

Keywords: Northern Tool & Equipment - Glassdoor 3.8 ?, Burnsville , Customer Experience Supervisor, Other , Burnsville, Minnesota