Customer Service Supervisor

Overview

The Customer Service Supervisor is a mid-level position within the Customer Service Department, and reports directly to the Customer Service Manager.

Necessary Skills

Excellent Customer Service and People Skills

Excellent Hardware Retail and Cashier Knowledge

Superior Phone and Computer Skills

Mathematical, Data Entry and Organizational Skills

Requirements

Able to lift 50 lbs unassisted

Able to stand and kneel for extended periods of time

Able to work with computers and phone for extended periods of time

Able to work various shifts based on changing business needs

Customer Service Attire - Counter as defined by the Company Handbook

Responsibilities

Supports the objectives of the Customer Service Department

Heavily Involved with Employee Training and Development

Cultivates a Positive and Supportive Work Atmosphere.

Well-Groomed Appearance and Demonstrates Professionality

Seeks and Provides Insight and Assists in the Development and Improvement of Business Operation Systems and Employee Training

Strives to be a “Resource” for Customers and Fellow Employees

Assists Customer Service Manager with Departmental Performance Evaluations

Duties

Perform Counter Sales and Payment Transactions

Build Customer Quotes and Orders

Monitors and Maintains Customer Service Supplies

Assists the Customer Service Manager with Delivery and Dispatch Process

Monitors Open orders, Open Tickets, and Return Reports.

Serve Call-in Customers

Supervises Team Performance including but not limited to Monitoring,

Documenting, and Holding Accountability.

Manages Tool Repair/Sharpening Procedure

Manages Return and Rental Procedure

Maintain Neat, Clean and Organized Work Area

Promote Products and Company

Trained Skills

Product Knowledge

Customer Assistance and Product Selection

Sales Training