Yokohama Tire Corporation · 9 hours ago
Supervisor, Customer Service
Santa Ana, CA
Full-time
Onsite
Mid Level
$70K/yr - $75K/yr
4+ years expYokohama Tire Corporation is seeking a Customer Service Supervisor to oversee operations within the department. The role involves supervising staff, ensuring efficient workflow, training new employees, and resolving customer complaints to provide exceptional service.
AutomotiveLogisticsManufacturing
Responsibilities
Coach and develop Customer Service Account Specialists through frequent check-ins, consistent communication, and constructive feedback
Provide instruction and assign duties to Customer Service Account Specialists ensuring maximum efficiency within the department
Train and instruct newly hired employees on department operations with a focus on communication, knowledge sharing, and prioritization while demonstrating work procedures aligned with company policies
Partner with manager on completing and delivering annual performance reviews for Account Specialists
Conduct quarterly review of S.M.A.R.T. goals individually to monitor progress and ensure alignment of performance and department expectations
Audit and evaluate calls to ensure department staff are always providing exceptional customer service aligned with company policies
Assist others in the department with resolving problems and providing guidance when needed
Resolve escalated complaints providing answers and solutions to internal/external customers in coordination with related departments
Identity opportunities for operational enhancement to drive continuous workflow improvements
Make recommendations to management concerning staff and departmental improvements
Assist team in prioritizing and creating daily tasks as well as department special projects
Oversee Account Specialist management of dealer and/or national accounts
Update job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks and participating in professional organizations
Collaborate with HR and management in decision making related to discipline, hiring, and terminations
Coordinate quarterly staff meeting agenda to include; ice breakers and agent calls for discussion
Delegate jobs within the group to maximize productivity and cross training opportunities
Monitor existing reports to initiate improvements and updates when necessary
Review relevant policies and procedures periodically to provide management recommendations for improvement
Qualification
Required
Strong communication skills, including active listening and clear articulation
Proven track record of superior customer service alongside excellent judgment and critical decision making
Ability to handle high call volume with excellent performance levels, while prioritizing tasks to meet deadlines and customer needs
Understanding and addressing the needs and concerns of both team members and customers, fostering a supportive and positive environment
Must have the ability to act independently, anticipate customer needs, and analyze and quickly identify issues
Must be proficient in the Microsoft Office Suite with an emphasis on Word, Excel and Access
Working knowledge of SAP required
Ability to plan and manage multiple projects with strong attention to detail
Strong team player and ability to interact professionally with internal and external customers
Ability to lead hybrid employees
Minimum of four years of in office experience, and account management preferred
High School Diploma required
Physical Requirements: Must be able to remain in a stationary position, often sitting or standing for prolonged periods of time while working on a computer
Ability to repeat motions that include the wrists, hands and/or fingers
Must be able to occasionally lift and or move up to 20 pounds
Preferred
Knowledge in Salesforce is preferred
Experience within the Tire industry with product knowledge preferred
Company
Yokohama Tire Corporation
Yokohama Tire Corporation is a global manufacturing and sales company of tires.
1001-5000 employees
Funding
Current Stage
Public CompanyTotal Funding
unknown1950-04-24IPO
Leadership Team
Jeff Barna
President & CEO
Andrea Skopek
Manager, Partnerships & Events
Recent News
2025-07-08
Research and Markets
2025-06-23
Company data provided by crunchbase