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Customer Service Supervisor

Location: 

GREEN BAY, WI, US, 54301-5160

Date:  Feb 14, 2021

Don't wait to start your new career! 

 

Join a growing organization that thrives on a strong commitment to our customers and an exciting, dynamic team environment!

 

The Customer Service Supervisor

 

  • Supervises the daily activities of the Customer Service team, provides training on an ongoing basis for new and existing team members, and makes recommendations as necessary to improve departmental productivity and efficiency.
  • Is responsible for addressing performance gaps utilizing the provided tools and resources, increasing associate engagement and retention, as well as making strategic and progressive decisions on team member employment.  
  • Ensures completed work meets productivity metrics, service levels and quality standards. Analyzes and monitors department call metrics to ensure quality is achieved. Provides suggestions and ideas for process improvement to increase productivity and enhance customer experience.
  • Coaches team members to achieve metrics and standards, while identifying areas of growth and development. Works with team members to improve on areas of weakness and creates development plans for team members with an identified career path. 
  • Works effectively with others in a team based, environment to accomplish organizational and department goals. Build strong relationships with internal and external customers by delivering a high level of quality service. Support a culture of adaptability, change management, and continuous improvement by identifying and suggesting process improvements.
  • Collaborates and communicates cross functionally among multiple departments to resolve the more complex and/or unusual problems in a timely manner.
  • Troubleshoots technical issue inquiries via the IT support line or chat vendor. Collaborates with internal/external partners to develop procedures, documentation and support operations for platform and chat customers.
  • Ability to work a flexible schedule when needed to accommodate business needs.

 

Requirements

      

  • High School Diploma and/or equivalent work experience and three years’ experience in Customer Service call center environment. Associate’s degree or at least 3-5 years of Customer Service experience preferred
  • Effective written & verbal communication and leadership & decision-making skills.
  • Ability to multitask and prioritize through a continually changing workload.

 

Imperial Supplies, a Grainger Company, is a national distributor of quality maintenance products. Serving the fleet maintenance industry since 1958, Imperial has formed lasting relationships with customers by tailoring our services to meet their changing needs. With more National Account Programs in the fleet industry than all of our competition combined, we are recognized for innovative technology and solutions that reduce costs through efficient ordering methods and stringent controls.

 

Imperial is an Equal Opportunity Workplace and an Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.