Customer Service Supervisor

Position Title:Customer Service Supervisor

FLSA Classification:Non-Exempt

Reports To: Director of Finance

Date:04/12/2023

JOB DESCRIPTION

Summary/Objective:

This position will lead the customer service team. The Customer Service Supervisor will run daily reports, ensure customer orders are entered correctly, phone calls are answered, and provide support in other daily activities. This position requires high customer focus and strives to ensure our customers get the best service.

Essential Functions:

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

• Ensure all customer orders are entered timely, correctly, and in compliance with procedures
• Run accurate daily and monthly reports
• Continuous improvements to ensure high levels of quality and efficiency for SOX compliance
• Support and backup all customer service team members with order entry and phone calls
• Work with accounting team ensuring Amazon chargebacks are filed and completed
• Ensure KPIs are met and work with team to increase levels
• Work with sales team members when needed
• Perform other functions for department as needed

Characteristic Duties:

• Ability to set rapport with cross-functional teams, departments, and peers by demonstrating a professional and positive work ethic
• Excellent organizational and time management skills and detail oriented. Ability to work in a fast-paced environment, work on multiple projects simultaneously
• Perform other duties assigned to full accountability

Competencies:

• Strong attention to detail and organizational skills; ability to organize and maintain paperwork
• High level of confidentiality
• Ability to lead a team in a positive manner, creating a good work culture
• Excellent communication skills (verbal, written and listening)
• Sets priorities in an efficient manner and optimizes time and resources to achieve desired results
• Ability to adapt to change

Supervisory Responsibility:

Yes

Work Environment:

This job operates in a professional office setting within a manufacturing environment. This role routinely uses standard office equipment such as telephones, computers, printers, filing cabinets and fax machines. Moderate noise (i.e. business office with computers, phones, printers and noise from manufacturing equipment). This list is not all inclusive.

Physical Demands:

While performing the duties of this job, the employee is frequently required to sit; talk, hear, and use hands and fingers to operate a computer and telephone keyboard. The employee may be required to lift/move up to 50 pounds.

Position Type and Expected Hours of Work:

This is a full-time position and hours of work and days are Monday through Friday, 8:00 a.m. to 5:00 p.m. Due to the nature and demands of this role, flexibility is required to work outside normal business hours of 8:00 a.m. to 5:00 p.m.

Travel:

Less than 10%; local

Required Education and Experience:

• High School Diploma
• Experience in customer service
• 2+ years supervisory experience in a customer service position

Preferred Education and Experience:

• Some college classes are a plus.

EEO Statement:

All divisions of Airxcel provide equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Other Duties:

Please be advised this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.