Supervisor, Customer Service

Summary

The Customer Service Supervisor is responsible for supervising operations within the department, including reconciling customer accounts and ensuring equal distribution of work volume among the staff, to provide all YTC customers with timely and courteous service.

Responsibilities

• Coach and develop Customer Service Account Specialists through frequent check-ins, consistent communication, and constructive feedback.
• Provide instruction and assign duties to Customer Service Account Specialists ensuring maximum efficiency within the department.
• Train and instruct newly hired employees on department operations with a focus on communication, knowledge sharing, and prioritization while demonstrating work procedures aligned with company policies.
• Partner with manager on completing and delivering annual performance reviews for Account Specialists.
• Conduct quarterly review of S.M.A.R.T. goals individually to monitor progress and ensure alignment of performance and department expectations
• Audit and evaluate calls to ensure department staff are always providing exceptional customer service aligned with company policies.
• Assist others in the department with resolving problems and providing guidance when needed.
• Resolve escalated complaints providing answers and solutions to internal/external customers in coordination with related departments.
• Identity opportunities for operational enhancement to drive continuous workflow improvements
• Make recommendations to management concerning staff and departmental improvements.
• Assist team in prioritizing and creating daily tasks as well as department special projects.
• Oversee Account Specialist management of dealer and/or national accounts.
• Update job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks and participating in professional organizations.
• Collaborate with HR and management in decision making related to discipline, hiring, and terminations.
• Coordinate quarterly staff meeting agenda to include; ice breakers and agent calls for discussion.
• Delegate jobs within the group to maximize productivity and cross training opportunities.
• Monitor existing reports to initiate improvements and updates when necessary. 
• Review relevant policies and procedures periodically to provide management recommendations for improvement.

Knowledge and Skills

• Strong communication skills, including active listening and clear articulation.
• Proven track record of superior customer service alongside excellent judgment and critical decision making
• Ability to handle high call volume with excellent performance levels, while prioritizing tasks to meet deadlines and customer needs.
• Understanding and addressing the needs and concerns of both team members and customers, fostering a supportive and positive environment.
• Must have the ability to act independently, anticipate customer needs, and analyze and quickly identify issues
• Must be proficient in the Microsoft Office Suite with an emphasis on Word, Excel and Access
• Working knowledge of SAP required
• Knowledge in Salesforce is preferred
• Ability to plan and manage multiple projects with strong attention to detail
• Strong team player and ability to interact professionally with internal and external customers
• Ability to lead hybrid employees

Education and Experience

• Minimum of four years of in office experience, and account management preferred
• High School Diploma required
• Experience within the Tire industry with product knowledge preferred
• Minimum of four years of in office experience, and account management preferred
• High School Diploma required
• Experience within the Tire industry with product knowledge preferred

Physical Requirements

• Must be able to remain in a stationary position, often sitting or standing for prolonged periods of time while working on a computer.
• Ability to repeat motions that include the wrists, hands and/or fingers
• Must be able to occasionally lift and or move up to 20 pounds