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SalarySummary:
The Customer Service Supervisor is responsible for oversight of all Customer Service department. This position is responsible for resolution to customer escalation issues and for interfacing with all departments in the division as well as carriers and other support entities to ensure accurate and timely order fulfillment and customer satisfaction.
This position is part of our Management Development Program that provides hands on experiences and career development opportunities. Throughout the program, employees will enhance their general management and leadership skills, gain exposure to core operations, interact with executive leaders and receive frequent developmental feedback while establishing a leadership career path.
Job Responsibilites:
- Responsible for hiring, training, and managing Customer Service personnel. This includes scheduling coverage of all positions with consideration for workload, time zones requirements, scheduled and unscheduled days away from work, and special events.
- Analyzes and organizes office operations and procedures, including Customer Service, technical services, order processing and other administrative functions
- Provide leadership to develop individual growth and department personnel. Direct Leads to handle day-to-day operations in accordance with department objectives.
Handle complex and escalated Customer Service issues.
Establish and review employee performance standards and checklists in accordance with the Modules system.
Update and modify the Module system as needed to keep it currentHandles customer escalations to completion and ensures satisfactory resolution; working with all levels of management and across all departments.
Plan and coordinate department short and long-term goals.
Support Sales department by providing analysis of changing market conditions, product sales trends, and product designs as needed.
Support the Quality Policy and corporate quality goals by taking action and/or directing direct reports to execute quality related activities. Seek to prevent quality defects through understanding the criteria and severity of those defects through the Four Level Defect Grading System.
Facilitate charters and task forces to accomplish department objectives.
Encourage continual improvement through department employees.
Improve department productivity to save time and costs while maintaining service objectives.
Qualifications:
- Bachelor's degree (BA) from four-year College or university
- A minimum of 3-5 years’ related supervisory experience
Must have knowledge of Microsoft Office Suites programs including Word, Excel, PowerPoint, Access and Outlook.
Must have good written and oral communication skills. Knowledge of flow-processing preferred.
- Strong critical thinking skills, including experience working on complex problems that require quantitative analysis
- Strong interpersonal skills and the ability to work effectively with management personnel and production floor employees
- Successfully demonstrated ability in leadership roles.
- Experience with Microsoft Office (Word, Excel, PowerPoint, and Outlook).
Salary: $97K - $100K
Applications accepted through March 15, 2024.
Koala Kare Products is the world’s most recognized brand of baby changing stations and commercial childcare products. We are a privately held company headquartered in Centennial, CO, and a division of Bobrick Washroom Equipment, Inc.
Helping operators of public establishments equip their operations to accommodate the needs of caregivers and their children is what Koala Kare Products is all about. We’re proud to be the world’s leading provider of safe and innovative commercial childcare products for over 30 years.
We recognize that the future of our business is based on the investments we make in our own people. We are dedicated to helping our employees build their knowledge and skills, so they can excel and advance their careers. We pride ourselves in being a company where people choose to build a career.
