Customer Service Supervisor

SUMMARY: Responsible for overseeing the day-to-day activities and productivity of the bilingual Customer Service Team, which offers support and resolution for internal and external customers. Manages team performance to achieve established expectations while creating a positive experience for team members and customers.

DUTIES AND RESPONSIBILITIES:

• Adheres to and exemplifies behaviors aligned with company core values:
  • We Work with Passion & Purpose (Ho’ohana)
  • We Choose to Do What is Right (Pono)
  • We Work Together (Laulima)
  • We Care (Malama)
  • We Take Ownership & Responsibility (Kuleana)
• Fosters a sense of teamwork and collaboration among team members by building an employee culture that is aligned with HCC Values and operating principles. Ensures all employees are treated consistently, fairly, ethically, and respectfully
• Supervises a team of Customer Service Representatives by directing and assisting with the daily activities as needed to resolve problems and complete tasks
• Monitors and audits communications from team members to customers ensuring standard operating procedures are followed and quality metrics are met
• Provides formal feedback on a monthly basis and as needed
• Coaches, mentors, and develops a team of customer service and quality focused members to support and promote the Honolulu Cookie Company (HCC) brand
• Provides guidance and training to each Customer Service Representatives by using knowledge of call center systems and procedures
• Accepts ownership of escalated customer issues and provides positive resolution
• Assists with developing and maintaining a call center procedure manual and assists in training new Customer Service Representatives
• Participates with the Customer Service Manager in interviewing and hiring process
• Serves as a liaison between departments when it becomes necessary due to customer or workflow issues
• Works with Customer Service Manager to ensure any Japanese inquiries from website, email or voicemail are handled
• Demonstrates leadership skills to meet the department and company objectives
• Consistently demonstrates a sense of urgency and an action-orientated attitude to achieve results
• Able to work weekends and extended hours during holiday season
• Other duties as assigned

SKILLS:

• Represents the company brand image and share aloha to all customers, businesses partners, and co-workers at all levels throughout the company
• Good verbal, listening, and written communications skills
• Analytical and problem-solving skills
• Strong interpersonal skills, interacts positively with others in a respectful manner, approachable and easy to interact with
• Possesses coaching and mentoring skills, and leads by example
• Customer Service oriented with a positive attitude
• Bi-lingual in English and Japanese (business level) Speaking, Reading, and Writing a plus

PHYSICAL DEMANDS:

• Able to sit or stand and walk throughout the scheduled work shift
• Able to lift and/or move up to 25 lbs.