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Form of workPatch Rubber, a Myers Industries Company (NYSE: MYE), is a diversified rubber manufacturer with 100 years of experience compounding and manufacturing tire repair and retreading products, industrial rubber products, and permanent and traffic marking tapes.
SUMMARY
The Customer Service Supervisor oversees all Customer Service functions, assuring that customers enjoy a positive, professional and complete interaction with all team members. This position manages the strategic direction and operations of the Patch Customer Service Team including distribution of work, time keeping, coaching/training of Customer Service representatives, annual performance appraisals, and customer escalations. This role also supports strategic improvements consistent with corporate goals and initiatives, focusing on improving customer retention through a high quality customer experience. The successful candidate will demonstrate sound business acumen and mastery of all internal processes.
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Hire and Develop CSR team members with proper skill set
- Work with leadership to help define direction and vision of Customer Service
- Identify and Set team goals and targets
- Create processes to efficiently resolve customer requests or complaints regarding product availability, shipment, quantity, quality, delivery and lead-time and take corrective action as needed
- Construct Key Performance Measurements for continuous improvement of the customer experience
- Work with cross-functional teams to create, resolve and execute company initiatives
- Identify resources needed for Customer Service teams and members to be effective and successful
- Provide regular updates, reviews and communication on performance and needs of CSR team
- Coach and counsel employees; communicate job expectations and monitor performance
- Other Duties as assigned
SUPERVISORY RESPONSIBILITIES
- Manages a team of Customer Service representatives
QUALIFICATIONS
- Minimum of 3-5 years' experience leading a team
- College degree preferred, or a relatable combination of education and experience
- Computer proficiency with Microsoft Office products
PHYSICAL DEMANDS AND WORK ENVIRONMENT
The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Myers Industries, Inc. is an equal opportunity at will employer and does not discriminate against any employee or applicant for employment because of age, race, religion, color, disability, sex, sexual orientation or national origin.
- Job Function Customer Service
- Pay Type Salary
