Job Details

POSITION SUMMARY

The Customer Service Supervisor will provide directional focus that supports and manages the performance/activities of the Customer Service Team to ensure customer needs are met and optimum service levels achieved. This position will oversee the daily coordination of work processes to fulfill the organizational objective of Best-in-Class Customer Service as it relates to, but not limited to, fielding customer calls and chats, reviewing support requests tied to warranty, returns, ship damage claims, installation support, metric reporting, training/coaching, CRM activities and overall customer communication. The Customer Service Supervisor will be required to collaborate with other departments as well as other sites to respond to questions ensuring we obtain correct information for customers and concerns are handled efficiently and in a timely manner. This role is responsible for objective setting, coaching, training, and monitoring performance for order fulfillment representatives and processes.

CORE FUNCTIONS

• Manages and regularly supervises a team of employees; provides input on the hiring or firing process, promotional recommendations or work assignments.
• Reviews KPI and SLA reports to assess the strengths and weaknesses of the team and manages the team accordingly by providing counseling, coaching, and recommending process improvements.
• Participates in the interview process by making recommendations on selections.
• Prepares and communicates annual performance appraisals as directed by company policy
• Reviews/monitors live and recorded calls to ensure processes are being properly followed and documents positive and negative performance trends
• Sets the tone and energy of the customer service team by utilizing proper motivation techniques.
• Holds representatives accountable to processes and procedures by providing corrective disciplinary action when necessary.
• Ensures quality assurance through the monitoring of calls and chats, coaching sessions, and weekly check-ins.
• Is available to representatives for approvals on pricing, returns, and fees
• Provides technical guidance and expertise on questions concerning product fitment, part identification, retailer installation assistance, and pricing.
• Coordinates different training activities for team.
• Monitors workflow with multiple systems including Netsuite, Kustomer, Five9, and Liveperson.
• Communicate system issues through proper communication channels to address operational concerns in an efficient manner.
• Communicates interdepartmental changes.
• Acts in a professional manner suitable as to represent a quality organization with which you are employed, always and in every instance projecting an attitude of honesty and integrity.
• Establishes, develops, and maintains positive business relationships.
• Studies competitor pricing, inventory, warranty, return policy and customer service.
• Completes continuing education courses; improves skills, increases knowledge and technical acumen in vehicle and truck aftermarket accessories through vendor training, and product classes.
• Support onboarding and training of new hires
• Conduct regular 1:1s, coaching sessions, and performance feedback
• Manage day-to-day workflow and queue coverage

QUALIFICATIONS & REQUIREMENTS

Education and Experience

• Bachelor's degree is preferred.
• 2 years of supervisory or management experience is preferred.
• 1+ years of experience that require knowledge of fulfillment processes and procedures is preferred.

Skills and Abilities

• Ability to foster teamwork.
• Proficiency with multilateral computer systems and technology.
• Ability to resolve conflict with ease and compassion.
• Ability to build relationships with vendors and carriers.

Availability

Flexible schedule with availability to work weekends and holidays.

Travel

• Limited travel may be required based on business need.

SUPERVISOR RESPONSIBILITIES

Supervises a team of 10-12 Agents

Perks That Go the Extra Mile:

At RealTruck, we take care of our people-because they drive our success. Enjoy great benefits like medical, dental, and vision coverage, company-paid life insurance and disability, and a 401(k) with company match (eligible the first of the month after you start). Need balance? We've got wellbeing days and parental leave. Want to grow? Take advantage of educational reimbursement. Plus, earn referral bonuses and score exclusive employee discounts on RealTruck products. Great benefits. Great people. Even better careers.

RealTruck is the premier manufacturer and digital destination of accessories for truck, Jeep®, Bronco® and off-road enthusiasts around the world. Globally headquartered in Ann Arbor, Michigan, RealTruck's 6,000+ associates operate from 35+ facilities across four continents. RealTruck's industry leading product portfolio, which includes the Husky Liners total vehicle protection brand, boasts over 1,000 patents and pending applications. The company's omni-channel retail approach delivers a seamless consumer experience online at RealTruck.com, as well as through its 12,000+ dealer network and automotive (OEM) partnerships.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.