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Viega LLC · 1 day ago

Supervisor, Customer Service

Broomfield, CO

Full-time

Onsite

Mid, Senior Level

$72K/yr - $88K/yr

3+ years exp

Viega LLC is a leader in the installation industry, focusing on innovative technology solutions. The Supervisor, Customer Service is responsible for overseeing the Customer Service team, ensuring high performance, managing operations, and enhancing customer satisfaction through effective leadership and team management.

Building MaterialIndustrial ManufacturingManufacturing

Responsibilities

Supervision of team and employee performance

Leads by example to motivate team and improve department performance

Provides and creates training and development opportunities

Maintains department policies and procedures

Equally distributes tasks and monitors team workload

Fairly manages department scheduling and time off requests to ensure coverage is aligned with overall department needs

Build a culture of continuous learning and drive efficiency

Recommend short and long-term objectives consistent with corporate goals and objectives

Hold recurring team and individual employee meetings to discuss goals and strategy

Manages escalated situations related to customers or orders

Ensure department documentation and workflows are accurate

Answers complex inquiries regarding pricing, products, scheduling, etc

Provide follow up communication for customers, sales team, and customer support regarding inquiries or discrepancies

Provide regular communication and collaboration across all departments

Proactively identify and help implement process enhancements that better support a positive customer experience

Approves up to $5,000 returns, recommends reductions of restock, and shipping accommodations when applicable

Reporting related to sales and customer information

Monitor, measure and improve effectiveness of department programs

Monitors programs and procedures to ensure on-time delivery and customer satisfaction

Updates and maintains quality management documents

Performs special projects as required, such as assisting with the development, research, and delivery of new trainings, or other tasks as assigned

Evaluate that CSRs have the proper knowledge and skill set to assist customers, solve problems, meet metrics, etc

Partners with internal partners to develop help center insights and analysis that will inform strategic choices in how we service our customers

Provides various status reports and correspondence as required or requested

Attends meetings as required and/or assigned

Performs other duties as required and/or assigned

Qualification

Customer service expertiseLeadership skillsProblem solvingSAPCRMMulti-taskingCommunication skillsInterpersonal skillsDetail oriented

Required

Advanced knowledge of products and services

Knowledge of computer software including Excel, Word, Outlook, PowerPoint, SAP, CRM, BW

Advanced problem solving and leadership skills

Excellent customer service, communication, and interpersonal skills

Detail oriented and strong ability to multi-task

Effectively able to lead and direct a team

Ability to motivate a diverse work force and achieve results

Ability to communicate openly with internal and external customers, promoting the spirit of cooperation between all company facilities

Ability to perform with superior service, reflecting a positive company image while sustaining a positive attitude with those you interact with; always going above and beyond to help others out, regardless of their position or department

Ability to adhere to the highest standards of quality while continually performing at the highest possible level

3-5 years of experience managing or effectively leading a customer service team

Strong background and familiarity with a customer service or call center environment