Customer Service Supervisor

Customer Service Supervisor – Competitive Salary –Lyndhurst, NJ/ Hybrid

The Role

Are you ready to lead a dynamic team in delivering exceptional Customer Service? Do you have the experience and adaptability to manage employees in both office and remote work environments? If so, we have an exciting opportunity for you.

We are a family-owned, leading distributor of knitting and craft yarn in the United States and other countries, looking to appoint a customer focused and experienced Customer Service Supervisor to our growing team.

The successful candidate will be at the forefront of ensuring our customers receive the exceptional service they deserve. You'll have the chance to lead and shape a dynamic call center team, making a direct impact on our customer experience.

This is an exciting opportunity to join our mission to share warmth, comfort, and inspiration with the world through our products and social engagement, fostering the joy of knitting, crocheting, and weaving.

Key Responsibilities:

• Hire, train, and support the call center team and perform ongoing coaching to maintain quality standards; manage and address daily personnel issues; lead team meetings; and perform annual performance reviews.
• Create, monitor, and communicate KPIs and ensure operational duties/tasks are met within the required timeframes by coaching individual and team performance.
• Analyze reports, and operational data to suggest needed improvements to the overall workflow and customer experience and to manage and balance staff scheduling.
• Create bot design documents, example dialogs, creating intents, conversation flow diagrams, and error handling patterns.
• Review and react to customer’s feedback to improve CS experience and operations.
• Assists personnel with the handling of customer inquiries and orders; answers questions and makes recommendations for handling customer problems.
• Provide review and approval for customer appeasements and adjustments as required.
• Responsible for answering open tickets and calls.
• Works cross-functionally with other departments and across various departments; participates in project and future initiative meetings as needed.

The Company

Our mission at Lion Brand Yarn Company is to spread warmth, comfort, and inspiration to the world by providing products and social engagement that promote the joy of knitting, crocheting, and weaving. We are a fifth generation, family-owned and operated business and one of the leading distributors of knitting and craft yarn in the United States and other countries. Our team works collaboratively to explore and generate new and exciting ideas that keep our brand fresh and our category invigorated, as we fulfill our purpose to Create a More Colorful, Connected, Comforting, and Caring World!

Experience, Skills & Educational Requirements:

• Bachelor’s degree in Business, Communications, or relevant field of study preferred.
• 3 to 5 years of related work experience including team leadership experience.
• Self-starter, analytical, detail oriented and organized with the ability to prioritize individual and department workloads in a fast-paced environment.
• Strong multitasking, collaboration, interpersonal, teambuilding, and mentoring skills to provide support and direction to Customer Service staff.
• Excellent Customer Service and communication skills – both written and oral. Ability to effectively communicate with all levels of staff and management.
• Decision making skills and ability to balance customer needs and company objectives.
• Continuously motivate team by displaying a positive, supportive, and enthusiastic attitude.
• Experience with CX Platforms (i.e., Freshdesk/Freshworks, Zendesk, etc.).
• Must be proficient in Microsoft Word, PowerPoint, Excel, and data entry (speed/accuracy).
• Able to flex between an office and remote work environment and manage a remote team.

If you are keen on joining this exciting, forward-thinking company and taking the next step in your career, then please click the apply now button to find out more.