Supervisor, Customer Service

External Job Description

THE ROLE 

A Customer Experience Supervisor will work closely with all staff employees to ensure the delivery of worldclass reliable service

Principle Duties and Responsibilities

 • Assist the Customer Experience Manager in leading the department participate in leadership team meetings and ensure expectations and job functions that support JELDWEN goals are maintained and followed
 • Function as the Knowledge Coordinator for departmental resources
 • Manage the daily workflow to ensure departmental goals are met
 • Respond to escalated claimscomplaints
 • Develop strategies to manage planned and unplanned absences and inconsistent work volume
 • Monitor the quality and accuracy of the work performed by staff employees and train to the deficiencies
 • Maintain an expert understanding of JW products services and operations to better understand the needs of the customer and the needs of the company
 • Serve as department liaison between staff and management for escalated and difficult customer situations
 • Ensure the department is operating and adhering to JW policies and procedures supervising and assisting in work activity of other team members
 • Assist department manager with departmental process improvements and advise on areas that do not meet customer expectations
 • Serve as product expert for developing and assisting department manager with coordination of training curriculum for current and new employees
 • Assist and multitask in a fastpaced support center setting with constantly changing demands
 • Is an integral part of customer relations and will help lead the Customer Service Team in communicating with escalated customers and service issues
 • Provides continuous training coaching and feedback to employees to maintain the highest service standards
 • Is an effective and professional and is responsible for ensuring that all policies procedures and goals are followed by staff
 • Perform evaluations and audit performance standards throughout year
 • Manage Key Performance Indicators and Team Service Levels to ensure customer commitments are met

Knowledge Skills Abilities 

 • Superior written and verbal communication skills with the ability to effectively communicate information to customers peers and leadership
 • Ability to effectively present information in oneonone and small group situations to customers peers  leadership
 • Ability to apply common sense understanding to carry out detailed and sometimes involved written or oral instructions ability to deal with problems and concerns involving concrete variables in standardized situations from customers and team members
 • Ability to maintain composure during busy and stressful situations ability to work independently and in a team passionate about providing the exceptional customer experience and share knowledge with team members
 • Intermediate to expert level skill in Microsoft Office applications ability to quickly learn new software navigate and maintain a desktop workspace electronic filing search for information understand how to  seek and manage incoming electronic communication and process efficient work documents
 • Experience in JW ERP systems CRM Salesforce or SAP a plus with demonstrated ability to quickly learn new systems
 • Ability to effectively provide feedback coach toward improvement and implement disciplinary action when needed

Education and Experience

 • Bachelor degree from an accredited college is required years of experience will be considered
 • 5 years in a Customer Experience Leadership role with demonstrated knowledge of JW products and systems
 • ERP systems CRM Salesforce or SAP experience a plus
 • 5 years of leadership experience JW Product Knowledge or systems a plus