Supervisor, Customer Service

Supervises the Customer Service representatives engaged in Customer Service activities to accomplish the Mission of the Service organization and our customers.
What you will do:

• Coordinates Customer Service activities within the framework of established Customer Service policies and procedures.
• Schedules and organizes personnel to accommodate workflow.
• Approves corrective actions to adjust customer complaints.
• Develops, recommends, implements, and interprets Customer Service procedures.
• Evaluates the ongoing effectiveness of Customer Service operations and systems by developing performance metrics to monitor the performance of the department and its employees in meeting the needs of the company and its customers.
• Coordinates activities with other internal departments to meet customer needs.
• Plans the overall operations of one or more areas or units and ensures achievement of goals and objectives either directly or through subordinate staff.
• Develops, coaches, and/or mentors subordinate staff.
• Has supervisory responsibility involving staffing, conducting performance reviews, salary adjustments, and terminations, takes disciplinary action as necessary. Schedules, approves overtime and approves time sheets of one or more areas.
• Develops, interprets, and ensures the consistent application of organization policies.
• Establishes and controls budgets.
• Develops or approves recommendations to change systems, policies, and procedures; ensures timely and accurate implementation.
• Establishes deadlines.
• Manages unusual or difficult inquiries/situations through direct personal action or refers to the appropriate individual.
• Develops the department and its personnel by using the continuous improvement process, education, and by keeping abreast of new developments and tools within the industry.
• Some travel is required (20% minimum annually)

The ideal candidate will have:

• Bachelor's degree (B. A) in business management or a related discipline preferred.
• A minimum of five years’ experience in sales management or Customer Service management as a supervisor or manager of Customer Service Representatives.
• Effective communication skills, with the ability to convey complex information to a broad audience.
• Ability to learn quickly and thrive in a fast-growing company.
• Proven ability to prioritize effectively and work successfully in a fast pace environment.

Additional qualifications that will help you be successful in this role:

• Advanced Excel skills, with the ability to quickly analyze large datasets
• Experience in managing a hybrid work force
• Highly analytical and detail oriented
• Purposeful, highly energetic, dynamic individual with hands-on mentality

Pure Fishing is THE global leader in the fishing tackle industry, with a portfolio of iconic brands that includes Abu Garcia, Berkley, Fenwick, Penn, Pflueger, Shakespeare, SpiderWire, and Ugly Stik. Our team of industry-leading experts and our global network of operations and innovation hubs produce world-class products designed to delight our customers and exceed the needs of anglers worldwide. But fishing to us is not just about business, it is about time shared with family and friends, time on the water, excitement and the environment. We are a passionate team dedicated to creating memorable experiences by helping anglers everywhere have more fun catching more fish.