Customer Service Supervisor

Customer Service Supervisor

Bike Division

Shimano North America Holding, Inc. is a global company offering the world’s sporting community top labels and brands, including Shimano, G. Loomis, Power Pro, and Lazer Sports.

We are seeking a Customer Service Supervisorto join our Irvine, CA team! At Shimano, we welcome your talent, innovation, and enthusiasm.

We offer an exceptional array of employee benefits and incentives and are proud to support our employees' health and happiness. We offer paid time off, medical, dental, vision, employer-matching 401k, wellness incentives, a fully equipped on-site gym, rideshare, and much more.

Job Summary:

The Customer Service Supervisor is responsible for supervising a team of representatives who support Team Shimano products including Shimano, Lazer, PRO Bikegear, and Bikefitting.com.

Essential Duties/Responsibilities:

• Personnel management (recruitment, termination, performance reviews, skill development, onboarding, and scheduling).
• Budget management.
• Identify and report on key performance indicators (KPI).
• Develop and implement actions to achieve and maintain KPI’s.
• Design and maintain department SOPs and playbooks.
• Implement programs as directed by Technical Services Manager.

Job Qualifications:

• Minimum 3 years of supervisory/managerial experience.
• Customer Service experience in a retail, call center, or digital environment
• Experience servicing various levels of business partners; distributors, retailers, and end-consumers.
• Solid written and verbal skills.
• Intermediate knowledge of Microsoft 365 and Salesforce.
• Ability to organize and prioritize work effectively.
• Strong analytical, problem solving and decision-making skills.
• Familiarity with JDE-AS400 a plus

Education:

• 2 or 4-year post-secondary degree or equivalent

NOTE: This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the job. Shimano North America reserves the right to modify and change responsibilities and duties herein without notice.

Shimano North America is an equal opportunity employer and will not discriminate against any employee or applicant based on age, color, disability, gender, national origin, race, religion, sexual orientation, veteran status or any classification protected by federal, state, or local law.