Not Authorized
You are currently not authorized to access this section.
Please contact your Administrator to change your authorization settings.
Please contact your Administrator to change your authorization settings.
Customer Service Supervisor Job Details | WAGNER Group
Plymouth, MN
Job Description
Position Objective:
Leads the day-to-day operations of the Consumer Product Support Team. Manages various methods of Consumer Customer Contact across multiple platforms. Trains and coaches the team members of the Product Support team. Drives Consumer Customer Experience improvements. SAP Key User and point of contact.
Accountabilities:
Manages all day-to-day tasks related to the Product Support team, including but not limited to: Phone coverage, customer emails, chat, NPS, online Q&A and Product Reviews, return order processing, credit card order processing etc
Supervising and supporting the Product Support Team. Interviews, trains and coaches team members. Supports team members with difficult customer situations or advanced troubleshooting.
Product Support Team Objectives:
Delegates day to day tasks in an effort to focus on Customer Experience enhancements and further develop team members.
Leads and drives improvements to the Consumer Customer Experience, including NPS.
Actively participates in NPD teams and projects. Responsible for ensuring the team is prepared for Product Launches with product training, and supported with manuals and service parts.
Represents the team across functions as the Voice-of-the-Customer
Undertakes and drives projects to completion that support the function of the Consumer Product Support Team.
Support Continuous Improvement:
Is a leader of the Customer Centricity core value, is a customer advocate, and drives 100% customer satisfaction.
Other duties and projects as assigned
Relationship to others:
Direct supervision of 5+ Product Support team members.
Responsible for creating and maintaining positive lines of communication across many functions including; Customer Service, Marketing, Engineering, Product Management, Quality, and Procurement.
Dimensions of Position:
Fosters a positive team atmosphere focused on coaching and developing team members. Drives a customer-focused mentality aimed at keeping customers satisfied. Is a reliable, dependable, and willing leader in which the team can turn to for assistance. Seeks out and demands support from other teams, so that the team can offer world class Product Support. Is empowered to lead the team and make decisions. A project and task focused position addressing the needs of the team, enhancing the Customer Experience, and growing the influence of the Product Support team throughout the organization.
Knowledge, Skills, and Abilities:
*Education
Associate Degree in a business-related field or equivalent experience.
*Experience
Minimum 5 years of customer service experience or related role. Supervisory experience is a plus.
*Skills/Abilities Required
Customer Centric attitude
Excels at time management and delegation
Excels with organizational skills
Focused and Independent
Advanced communication skills. Written and spoken.
Demonstrated ability to persuade, influence, and gain cooperation across teams
Requires intermediate computer skills including Microsoft Word, Excel, and Powerpoint, Outlook etc.
SAP Experience
Requires active listening, speaking, teamwork, and multitasking skills.
Must be service oriented with the willingness to actively look for ways to help people.
Mechanical aptitude with good visualizing skills
Wagner is an equal opportunity employer and believes in equal opportunity for all employees and applicants. Accordingly, all employment decisions are based on the principles of equal opportunity. These decisions include recruitment, selection, promotion, transfer, discipline, compensation, benefits, training and other personnel actions involving persons in all job titles and shall occur without regard to race, color, religion, sex, age, national origin, disability, genetic information, military status, sexual orientation, gender identity, and any other characteristic protected by state or local law. Our Company is committed to following any additional state requirements regarding this topic. No individual will be denied nor receive special employment opportunities based on membership status in any protected category.
Wagner is an equal opportunity employer and believes in equal opportunity for all employees and applicants. Accordingly, all employment decisions are based on the principles of equal opportunity. These decisions include recruitment, selection, promotion, transfer, discipline, compensation, benefits, training and other personnel actions involving persons in all job titles and shall occur without regard to race, color, religion, sex, age, national origin, disability, genetic information, military status, sexual orientation, gender identity, and any other characteristic protected by state or local law. Our Company is committed to following any additional state requirements regarding this topic. No individual will be denied nor receive special employment opportunities based on membership status in any protected category.
Job Summary
Start Date
As soon as possible
Employment Term and Type
Regular, Full Time
Required Education
Associate Degree
Required Experience
5+ years
Email this Job to Yourself or a Friend