Customer Service Supervisor

Ganahl Lumber Co.
Customer Service Supervisor
Customer Service Department - Pasadena, CA - Full Time
Ganahl Lumber is looking for an Customer Service Supervisor to join our team in Pasadena. This position is fast paced and requires the ability to multitask while supporting our sales team and solving problems for our customers. The ideal candidate has a customer-first mindset and aims to deliver high-quality service in every customer interaction. The ideal candidate should have the following skill set:
Job Summary:
The Customer Service Supervisor will oversee and assist Customer Service employees in the performance of their job duties such as responding to customer inquiries and resolving issues or complaints.
Supervisory Responsibilities:

• Hires entry-level Customer Service employees.
• Trains new employees in the company's Customer Service policies, procedures, and best practices.
• Organizes and oversees the schedules and work of assigned staff.
• Conducts performance evaluations that are timely and constructive.
• Handles discipline and termination of employees as needed and in accordance with company policy.

Duties/Responsibilities:

• Manages a team of assigned Customer Service representatives and ensures they comply with company guidelines particularly related to quality of service.
• Monitors or reviews calls or other correspondence between representatives and customers.
• Ensures that representatives are informed about changes to company products and services.
• Collects data and prepares reports on customer complaints and inquiries.
• Prepares monthly reports summarizing the assigned Customer Service team's performance.
• Prepares knowledge-based documents such as summaries and responses to frequently asked questions.
• Identifies opportunities to update or improve Customer Service procedures and makes recommendations to the Director of Customer Service or other appropriate staff.
• Assists with budget preparation for the Customer Service department.
• Performs other related duties as assigned.

Required Skills/Abilities:

• Extensive knowledge of Customer Service procedures and principles.
• Organized with attention to detail.
• Ability to resolve customer complaints and issues while maintaining a professional and calm demeanor.
• Ability to coach and mentor Customer Service representatives.
• Proficient in Microsoft Office Suite or related software.
• Product knowledge is a plus.

Physical Requirements:

• Prolonged periods of standing and walking.
• Must be able to lift up to 75 pounds at times.

About Ganahl Lumber:
Ganahl Lumber Company is the oldest lumberyard and hardware supply store in the State of California. Since 1884, we have been a family and employee owned business selling building supplies and hardware for pro contractors and DIY enthusiasts alike. Our products include tools, paint, building materials, millwork, doors and windows. With ten convenient store locations, we serve customers throughout the greater Los Angeles metropolitan area.
This job description is not an exhaustive list of all functions that the employee may be required to perform, and the employee may be required to perform additional functions. Additionally, Ganahl Lumber Company reserves the right to revise the job description at any time. All active employees must be able to satisfactorily perform the essential functions of the position and that, if requested, reasonable accommodations may be made to enable employees with disabilities to perform the essential functions of their job, absent undue hardship. Your employment with Ganahl Lumber Company is at will. Nothing in this job description shall be interpreted to be in conflict with or to eliminate or modify in any way, the at-will employment status of the Ganahl Lumber Company employees.
This job description is not an exhaustive list of all functions that the employee may be required to perform, and the employee may be required to perform additional functions. Additionally, Ganahl Lumber Company reserves the right to revise the job description at any time. All active employees must be able to satisfactorily perform the essential functions of the position and that, if requested, reasonable accommodations may be made to enable employees with disabilities to perform the essential functions of their job, absent undue hardship. Your employment with Ganahl Lumber Company is at will. Nothing in this job description shall be interpreted to be in conflict with or to eliminate or modify in any way, the at-will employment status of the Ganahl Lumber Company employees.