Customer Service Supervisor

We are seeking an organized and experienced individual who thrives on providing excellent Customer Service and has the desire to assist in leading a winning team. The position of Customer Service Supervisor is responsible for providing professional and efficient service by assisting in departmental business across multiple business units utilizing omni-channel support to service our end consumers in every way possible. This position will assist in leading the staff to uphold the organizations brand and culture and will play a collaborative role with management in growing and implementing standards and processes. The role of this position will also help in overseeing the continued development, implementation, and continuity of a true omni-channel support environment across all organizational business units. The Customer Service Supervisor reports directly into the department manager. 

This will be a hybrid position, working from our West Chester, PA office. 
Essential Functions

• Work with management in overseeing and assessing Customer Service staff activities and providing them with regular performance-related feedback.
• Strategizing and monitoring daily activities of Customer Service operation.
• Assisting Customer Service staff with duties where required.
• Hire and train Customer Service staff to deliver best in class consumer service.
• Investigating and solving Customer Service complaints.
• Assisting the manager with development and implementation of policies and explaining these to staff and customers.
• Assisting with the part management process and overseeing daily transactions
• Conduct meeting with Manager to discuss about process improvements and issues.
• Maintain in-depth working knowledge of the company’s brands, systems, and processes.
• Directly handle contacts across all channels (phone, email, chat and social)
• Performing additional duties where needed

Competencies, Abilities and Educational Requirements

• High School Diploma or GED equivalent
• 3+ years’ work experience in similar position at a supervisory level
• Strong Problem-Solving skills
• Excellent Verbal and Written Communication Skills
• Customer Focused
• Outstanding organizational skills
• Excellent phone etiquette
• Experience using Marketplace portals, Shopify, or PayPal
• Strong keyboarding skills

Certifications and Special Requirements

Strong proficiency in Microsoft Outlook and Office based applications. Zendesk experience preferred but not required. Previous ERP experience is preferred.

About the Company

Lasko Metal Products was founded in 1906 by Henry Lasko in Philadelphia. Lasko designs, manufactures, assembles, and distributes portable fans, heaters, and humidifiers for the consumer market (Lasko brand), air purifiers (Germ Guardian brand), ventilation products such as range hoods and bathroom exhaust fans to the construction industry (Air King brand) and water damage restoration products such as air scrubbers and dehumidifiers (B-Air brand).  Lasko’s products are sold in North America, South America, the Caribbean, and Asia. The company is recognized as the leader in the portable fan and portable heating categories and proudly operates American manufacturing, assembly, and distribution facilities across the US.  Lasko’s leading market share in fans and heaters is 2X – 4X larger than the #2 brand.  Lasko’s domestic production capabilities uniquely position Lasko to serve its customers.

Lasko’s Mission is to improve everyday life with trusted products which create a healthier and more comfortable environment.  The company’s success is based on 5 Core Values:

• Be Bold:
• Challenge the status quo
• Courageously pursue the impossible 
• Reject mediocrity
• Be Together 
• Work together for success 
• Drive trust and candor with each other 
• Prioritize "We" before "I"
•  Be A Leader
• Lead with personal conviction 
• Inspire each other to deliver high- quality results
• Leverage resilience and agility to drive excellence
• Be Accountable 
• Consistently deliver to our customers 
• Embrace commitments as a contract 
• Take pride in our actions
• Be The Change 
• Demonstrate a passion to win 
• Make a difference at work in our communities 
• Step forward and take initiative

The Lasko family owned and operated Lasko Products until November 2016, when private investment firms Comvest Partners and JW Levin Management Partners (“JWLMP”) acquired the business. Comvest Partners and JWLMP are committed to growing the business with investments in growth and productivity.

Geographic Reach

Based in the greater Philadelphia, PA area, Lasko Products operates in locations throughout the US and Canada. The company’s Tennessee, Texas, and Pennsylvania manufacturing facilities produce both indoor and outdoor fans and heaters. The company also sources select products internationally from China, Taiwan, Vietnam, Malaysia, and India.  Lasko operates distribution centers in all manufacturing locations plus Nevada and Ohio.

Diversity & Inclusion

Comvest and its portfolio companies recruit, employ, train, compensate and promote regardless of race/national origin, gender/gender identification, sexual orientation, age, disability status, veteran status, religious affiliation, and other protected status.  We have a clear vision to be the place where diverse talent wants to come, stay, and do their best work.  We know our companies run on the hard work and dedication of our passionate and smart employees.  We believe that diversity within an organization creates long-term value for the organization itself and its constituents.  Comvest and its portfolio companies are high performing organizations that seeks to hire hard-working and dedicated high performers.  While Comvest and its portfolio companies always strive to look at a diverse pool of candidates, we will always choose the most qualified candidate for the job being recruited for, in order to strive for success for both the employee and the firm.