Summary/Objective: In this role, the Customer Service Supervisor provides a high level of customer service to internal and external customers by demonstrating prompt, and thorough attention to issues, requests and handling complaints. This position will oversee the day-to-day operations within an assign function and is responsible for all aspects of Operations and Account Management. Mainly responsible for the leadership of direct reports as well as the attainment of daily operational goals within his/her assigned functional area
Essential Functions: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Responsible to drive customer satisfaction through the ownership of daily execution for designated branch, including Customer Service, Technical Support, Onboarding, order delivery, and warehousing.
Produce regular status reports that are audience appropriate to communicate with internal stakeholders
Lead challenging projects with multiple workflows, with internal resources and third parties/vendors for successful execution
Ensure all project activities and deliverables are completed on-time, within scope and budget
Drive training & change management
Speak with customers that require high-level escalation
Capture and report data measuring CS practice KPIs across departments
Capture and report data Customer Health scoring and CSS focus
Proactively manage resource plan to ensure resource availability and allocation
Develop and maintain detailed project plans to track and report progress
Partnering with leadership on business forecasting and KPI reporting so we always know where we are relative to our goals
Daily, weekly, monthly retention reporting for all of our key business units, down to the individual level
Developing a full understanding of our customer health so we can detect early warning signs of churn, find the ideal onboarding process, and identify upsell opportunities
Managing customer distribution and capacity planning across the team to ensure the best possible experience for our customers
Partner with CS Leaders to understand their teams, business units, and goals
Learn all of the existing systems, routines, and cadences that drive our Customer Teams
Examine and understand the full customer lifecycle of customer
Other duties as assigned
Core Behaviors: Demonstrate to comply with Custom Goods’ Core Behavior:
Servant Leadership
Passion for Excellence
Integrity
Resilient
Intense Safety Focus
Trust
Required Education and Experience
High school diploma or GED and 2-5 years related experience, with at minimum 2 years of having direct supervisory experience
3PL experience highly preferred
Experience in distribution/fulfillment environment is preferred.
Knowledge of Microsoft Office/Outlook/ Warehouse Management System (WMS)
Have excellent oral and written communication skills
Ability to create and maintain professional relationships within all levels of the organization (peers, work groups, customers, supervisors).
Detail oriented with excellent follow-up practices.
Must be able to be professional at all time and flexible with changing situations.
Upholds organizational values
AAP/EEO Statement: Custom Goods, LLC is committed to providing equal employment opportunities to all employees and applicants without regard to race, religion, color, sex, national origin, citizenship status, uniform service member status, age, disability, sexual and gender orientation, genetic information or any other protected status in accordance with all applicable federal, state and local laws. This commitment extends to all aspects of Custom Goods’ employment practices including, but not limited to, recruiting, hiring, promoting, transferring, compensation, benefits, training, leaves of absence, termination, and other terms and conditions of employment.
